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Create Tech Support Tickets: Difference between revisions
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[[File:IIQ_-_User_Dashboard.png|alt=|left|993x993px]] | [[File:IIQ_-_User_Dashboard.png|alt=|left|993x993px]] | ||
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Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select Issue not listed if you cant find your specific problem in this list. | |||
[[File:IIQ - Issue category.png|left|874x874px]] | |||
2. After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''. | |||
[[File:IIQ- Describe the issue.png|left|1099x1099px]] | |||
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3. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted. | |||
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]] | |||
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===Submitting a Ticket for an Asset not in Quick Tickets=== | |||
#This section details how to submit a ticket if you don't have assets saved as a favorite. From your ticket dashboard select New Ticket. | |||
[[File:IIQ - Requestor Ticket Dashboard (New Ticket).png|left|988x988px]] | |||
2. You will be brought to the category section and asked to choose from the following | |||
*Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.) | |||
*Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.) | |||
*Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.) | |||
*Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment) | |||
[[File:IIQ - Requestor Ticket Category.png|left|946x946px]] | |||
3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. | |||
[[File:IIQ - Ticket submission info.png|left|910x910px]] | |||
4. You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the listing or choose '''Issue not Listed''' if your specific problem isn't displayed. You can also use the search bar to quickly narrow down the listed problem selections. | |||
[[File:IIQ - Use the search Bar.png|left|811x811px]] | |||
5. After selecting the correct category you will be asked to describe your issue in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''. | |||
[[File:IIQ- Describe the issue.png|left|1099x1099px]] | |||
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'''''F.Y.I. These fields must be answered to continue the ticket creation process.''''' | |||
6. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted. | |||
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]] | |||
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