Once a request for help is submitted to the Help Desk it is entered into the Student Affairs IT ticket system, creating a ticket. If submitting a help request by email, you will receive an automatic response with the body of your email as the initial comment. If submitting a request by phone, a typed synopsis of the request is provided by the Help Desk to the staff member requiring assistance via email.
Once a ticket has been created, the Student Affairs IT staff work diligently to troubleshoot and resolve the incident submitted.
Once the problem has been fixed or request has been fulfilled, the staff member assigned to the request changes the status to “resolved”. This will generate a second email indicating the request has been resolved.