What are some tips for submitting a Service Desk ticket?

Notes:

• Submitting pertinent information in your Service Desk ticket will help the Information Technology Services (ITS) department quickly resolve your issue.
• Details are important in the routing of your ticket. State the specific problem you are having.
• A concise, detailed description, which includes all the necessary information will result in your ticket being directed to the next level of service.

Examples of Relevant Details:  

• What were you doing when the problem started.
• Is this the first time this problem has occurred. 
• Has this happened every time you perform this task.
• What is supposed to happen when this task is performed.
• Can you supply a screen shot of the error message.
• What device are you using.
• If you have restarted your computer
• Your location
• Operating system
• Computer name
• Phone MAC address (Listed on a white sticker on the bottom of the phone) 
• Include alternative contact information.  This is especially important if your SUNY Erie email is not available.

Follow Up on Tickets:

• Every incident is important to ITS. Tickets are assigned to work groups as quickly as possible
• During certain times of the semester the Service Desk is inundated with self service tickets, phone calls, emails and walk-ins.
• If you have not personally talked to a technician, that does not necessarily mean someone is not working on your ticket. Please refer back to your original ticket for updates. If the original situation has changed please add any additional information to your ticket. Submitting updates to your ticket are extremely important. This will help the technician analyze the issue.
• Please do not create multiple tickets for the same issue. This causes delays in resolutions. 
• Replying to a resolved ticket, automatically reopens the ticket.  Only respond to a resolved ticket if you are still experiencing an issue.
• Incidents that are do not receive a response from a user in 5 days will be resolved.

Videos: