Get ITS help through new online service desk

  • October 31, 2008

Information Technology Services has launched a new online service desk, giving the university community an additional way to request, track and receive IT services and assistance.

The new service desk represents the first phase in a plan to create a one-stop destination for IT services, said Raechelle Clemmons, director of Relationship Management and Project Services for ITS. Future phases will include giving students access to the service desk, offering improved reporting features and a staffed hotline.

Visit the service desk at www.csueastbay.edu/servicedesk.

After logging in to the online service desk using their NetID and password, users select the "open a ticket" button at the top of the page, then fill in the requested information and hit the submit button. Review an active ticket or a closed service request by selecting "view my tickets." Users exit the site by selecting "log out."

Additionally, the online service desk features an "automatic escalation" system. If an ITS representative does not respond to a ticket request within a short period, generally two business hours, the rep automatically will receive a reminder from the online service desk. If the ticket has not been acknowledged within one business day, the system automatically sends the ticket to the rep's team leader. After approximately two business days with no response, the service desk forwards the ticket to an ITS manager or director.

Learn more about how to use the new system at an overview session, offered from 3 to 4 p.m. Nov. 3, 5 and 6; and from 9 to 10 a.m. Nov. 7.

"If you have questions about the service desk, are unsure of how to submit a request ticket online, or are just curious about the new system, we encourage you to register for one of these overview sessions," Clemmons said.

Register to attend at: https://warehouse2.csueastbay.edu/cmstraining/index.cfm. For further information, contact raechelle.clemmons@csueastbay.edu

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