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I tried using the online help desk work order form. We wanted to request that the mouse in room 126 be replaced, but there doesn't seem to be a way to submit it online. It requires that I select one of my assets, which, in this case, is not applicable. I wound up calling the help desk instead. Is there a work around for this?
Thank you for taking the time to provide feedback on our new Help Desk ticketing system. Our original intention was for requests such as these, which have equipment that is not assigned to any particular individual, be put in under the "Classroom & Labs" category. I can see where your request for what I would consider a meeting space would not obviously fit under this category. We have modified the name of this request type to be more inclusive of locations such as this one. It is now listed as "Classrooms / Labs / Meeting Spaces". Requests in that category are not required to select an asset to put the ticket in; however, the PLU barcode can be provided or listed in the "Request Detail" section of the ticket.
It sounds like you're trying to enter a request on behalf of a faculty member. That is something we need to set up with your department(s) on an individual basis. Administrative assistants and other support staff can request that they be configured as "Client Administrators", allowing them to create and manage requests on behalf of the people they support. Once that is set up, you'd be able to list those in your area and select their name and assets (computers, etc.) for the ticket. But for the time being, you can just enter the name and phone of the faculty member in the "Description" field.
With regards to the field on the form for CPU numbers, that depends on what kind of request you are making. A phone request, for instance would not ask for a barcode number.
In the case of the faculty member's name appearing at the bottom of the form, if you could please provide the ticket number of the request you made, we could look into it in further detail and provide you with an explanation.
Thank you for taking the time to fill out the feedback form and we welcome any additional feedback about the system that you might have.
Thank you for taking the time to provide feedback about our new Web Help Desk system. We can and will make a few adjustments to help with the problems you have experienced. First, the phone jack information is not a required field when filling out a telephone repair ticket and our intention was not to have people moving furniture around to get access to this information. We will make that much more clear in the system by either modifying the information note for that field or the actual label to say ‘if accessible’ or ‘not required.’
Your other issue that you were experiencing may be a little more difficult to work through. While we realize that it is more time consuming to locate the bar code of the machine you are requesting service on, it is difficult for us to provide accurate and timely service without it. In many cases we would not be able to begin work on the machine until we had the bar code to identify the computer having problems. If we were remotely accessing the computer to fix the problem, we would not be able to connect until we have the department name along with the computer number to access the machine. What we have done with some request types is remove the asset selection from the bottom of the screen and added a non-required field for the bar code. We would consider this if it were a request type where the bar code information was not needed to begin work on the problem. Either way, we want to do what we can to have users of the help desk system provide this information to us whenever possible.
Finally, the matter of your open service request has been resolved. The problem was resolved, but the ticket was not (but since has been) closed out with appropriate notifications.
Please let us know what you think of these suggestions and we welcome any additional feedback about the system that you may have.