Service Desk Ticket Creation

Ivanti Training

When you submit a ticket for a service request please follow these steps to select the proper categories and subcategories. This will ensure your ticket is routed and resolved in a timely manner.

Select Submit Ticket where you will then be directed to Login on the Landesk page. After logging in you will see the following:

 

Choose a category

In the category drop down you will see the following categories:

Choose a sub-category for your issue/request and you will see the following:

Look through the following groups to locate the Category needed, pay close attention to the Assign Group and Subcategory to assure your ticket is going to the correct department.

 

CATEGORY-Data Warehouse and Analysis Services

ASSIGN GROUP-Administrative Systems            

SUBCATEGORIES

·        Dashboard and Reporting

·        Data Analysis

·        Data Warehouse

·        Other DWAS

·        Tableau

CATEGORY-Administrative Software Issue         

ASSIGN GROUP-Administrative System

SUBCATEGORIES

·        AMP CAS

·        AMP Grad

·        AP Invoice

·        Campus Nexus CRM (Talisma)

·        Campus Nexus Faculty Portal

·        Campus Nexus Student (Campus Vue)

·        Campus Nexus Student Portal

·        Digital Measures

·        EmpCenter

·        Image Now

·        Microsoft Dynamics (Great Plains)

·        MOSDOH Clinical Google Sheets

·        Other-ASA

·        Regnet

·        Talisma Fundraising

·     

 

CATEGORY-Website-Change or Add

ASSIGN GROUP-Communication and Marketing AZ

SUBCATEGORIES

·        Academic Affairs/Accreditation

·        Accessibility/Usability

·        ASDOH/ASHS/CGHS/KCOM/MOSDOH/SOMA

·        ATSRI/Research

·        Continuing Education/ Diversity/Museum

·        Friendly URL’s/ Redirects

·        Other/Not Listed

·        Portal Content

·        Student Affairs/ Admissions/ Enrollment Services

 

CATEGORY-Website-Change or Add

ASSIGN GROUP– Administrative Systems

SUBCATEGORY– Catalog

 

CATEGORY-Telephone or Fax Issue

ASSIGN GROUP-Support Services

SUBCATEGORY-Telephone

 

CATEGORY-Telephone or Fax Issue

ASSIGN GROUP-Network

SUBCATEGORY-eFax

 

CATEGORY-AV Request

ASSIGN GROUP-Academic Technologies

SUBCATEGORIES

·        AV Equipment Maintenance

·        Classroom Recording and Support

·        Graphics, Imaging and Storage

·        Lecture Recording

·        Live Event Streaming and Recording

·        Other-AV

·        Video and Web Conferencing

·        Video Production (Recording, Editing, Rendering, Uploading)

 

CATEGORY-Desktop Software Issue

ASSIGN GROUP-Support Services

SUBCATEGORIES

·        Desktop Software-Other

·        Google App/Email

·        Microsoft Office Products

·        Windows and MAC Operating Systems

 

CATEGORY-Desktop Software Issue

ASSIGN GROUP-Network

SUBCATEGORY-File Access and Storage

CATEGORY-Learning Management System Issue

ASSIGN GROUP-Academic Technologies

SUBCATEGORIES

·        Blackboard

·        Canvas

·        Echo 360

·        Other-LMS

·        Turntin

 

CATEGORY– Learning Management System Issue

ASSIGN GROUP-Support Services

SUBCATEGORY-Sagence

 

CATEGORY-Library Services

ASSIGN GROUP-Library Services

SUBCATEGORIES

·        ETDC-LibGuides

·        ETDC-Other

·        ETDC-Software Consult

·        ETDC-Software Tutorial

·        Lib-3D Model Printing

·        Lib-Alumni Access

·        Lib-Broken Link

·        Lib-Preceptor Access Clinical

·        Lib-Clinically Access

·        Lib-Database Access

·        Lib-eBook Problems

·        Lib-Error-Access not Authorized-Account Status

·        Lib-EzProxy

·        Lib-One Search

·        Lib-Other

·        Lib-Poster Printing

·        Lib-Up to Date Access

 

CATEGORY-Going Online Issues

ASSIGN GROUP-Support Services

SUBCATEGORY-Going Online Issues

 

CATEGORY-Ultipro Issues

ASSIGN GROUP-HR/PR

SUBCATEGORY-Ultipro Issues

 

CATEGORY-Network Issue

ASSIGN GROUP-Network

SUBCATEGORIES

  • Database Support
  • Firewall
  • Other-NW
  • Server Install or Support
  • Wired Connectivity
  • Wireless

 

 

 

  • Was this helpful?
  • Yes   No