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  • 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

     

     

     

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