Service Desk

Notes:

a. All tickets will need to be created through the Service Desk Portal (Do not email support@loyno.edu)

b. All communication with the technician regarding your ticket needs to be done through notes on the ticket, via the Portal.  (Do not email the tech directly.)

c. Open a ticket if something is broken.  Select a Service request from the catalog if other help or resource is needed. (i.e. I need a new computer.)

d. When a tech needs information from you, the status of your ticket be "awaiting input".  Once you enter a note, the status will change and the tech will engage.

e. You may reopen a closed ticket by opening the ticket and entering a note.  This will automatically change the status back to assigned and a tech will reach out.

 

How to open a ticket

You can use the search bar for your solution or service from the catalog.  Solutions / articles offers you options to repair the issue yourself without having to open a ticket.  

You can click the New Ticket button at the top right corner if you cannot find a solution to help you.  Fill in the form.  (see image below)

1. The requester is filled in automatically for you.

2. Type in a Subject.  This is a brief description of the problem.

3. Type in a description.  This is a more detailed description of the problem.  Screenshots and images can be pasted in the description box.  You may also use the small blue icon under the description box to attach a file.

4. Select the category that corresponds to your issue.  You will find most computer related problems under Computer Issues.  You can select a subcategory for more detail.  Google related problems, such as Google drive, email, shared drives, etc. can be found under Google Workspace.  You may use the subcategory field to be more specific.  

5. You may add someone to the cc category if you wish.  They will get notifications as well.

6. Select your department and building from the pulldown menus.  

7. Type in a room number and phone number.  If you are working from home, please provide your cell number.

8. When done, click Create at the bottom.