IT and Help Desk Tickets

Owned by Import Utility
Last updated: Dec 16, 2020 by Sam Simpson

Department:

Circulation

Purpose:

To report any issues in the CCLIR that involve technology.

Overview:

Upon discovering or being alerted to an IT-specific issue in the CCLIR, if student assistants are working the Help Desk, call or go to the desk and report the issue. Otherwise, go to the IT website and create an ITicket detailing the situation specific details. Various levels of impact on the functionality of computers within the CCLIR will require the dissemination of information regarding the issue. At the least copy in the moecirc account for issues affecting patron technology.

Required Knowledge/Skills:

How to use Email, access ITicket

Safety Issues/Precautions:

None

Equipment/Supplies:

Computer, Phone

Procedure

1. Upon discovering or being alerted to an IT-specific issue in the CCLIR, take down as much information regarding the issue as
possible, i.e. location/tag number of affected computer/printer, specific symptoms, or unusual activities.

2. Report the issue to the IT Help Desk.

a. If Help Desk is staffed, call or go down to the desk to report the issue.

b. If Help Desk is not staffed create an ITicket to report the issue.

c. Possible issues include, but are not limited to:
Paper jams in printers, printers out of toner, suspected malware/virus on public workstations, etc.

3. Go to https://helpdesk.valpo.edu/ to create an ITicket when appropriate.

4. Use your LDAP username and password to login into the ITicket system.

5. Once logged in click on Submit an ITicket and follow the prompts according to the nature of the issue, then click next.

6. Create a subject and write specific information regarding the IT issue in the content of the message.

a. When appropriate attach a document and click the Submit button.

7. You will receive an email from IT confirming the submission of the ITicket, this should be forwarded on to moecirc at minimum,
with other members of the building being added as the situation warrants.

a. If unsure how widely information should be disseminated, consult fellow Circulation Managers and/or your supervisor (Trisha
Mileham) for advice.

8. As the situation develops and the issue is handled by IT, updates will come through in-person conversations and/or email, which
then should be passed on to all relevant parties to ensure everyone is up to speed on the situation.