Difference between revisions of "Get support?"
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| − | at [mailto:itsupport@imm.dtu.dk ITSupport]. | + | at [mailto:itsupport@imm.dtu.dk ITSupport]. |
After sending a request for support, an email with a ticket number is returned to the requester.<br /> As soon as someone from IT support "takes" the task in the system a note on this is sent via email to the requester. | After sending a request for support, an email with a ticket number is returned to the requester.<br /> As soon as someone from IT support "takes" the task in the system a note on this is sent via email to the requester. | ||
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On the page "[[About ITS @ DTU Informatik | About ITS @ IMM]]" you can see who IMM IT support are, when we are available and where we "live" :) | On the page "[[About ITS @ DTU Informatik | About ITS @ IMM]]" you can see who IMM IT support are, when we are available and where we "live" :) | ||
| − | At any time you can follow-up on your ticket. By using the above web-interface and use your Windows ID/PW (same you use for reading mail). | + | At any time you can follow-up on your ticket. By using the above web-interface and use your Windows ID/PW (same you use for reading mail). |
[[Image:355-Login1.jpg| 500x300px |Login1.jpg]] | [[Image:355-Login1.jpg| 500x300px |Login1.jpg]] | ||
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[[Image:361-History5.jpg|History5.jpg]] | [[Image:361-History5.jpg|History5.jpg]] | ||
| − | The FAQs-section is currently a bit empty - we tend to think, that if you found this - the ITSWiki, well then you should be fine. | + | The FAQs-section is currently a bit empty - we tend to think, that if you found this - the ITSWiki, well then you should be fine. However we might change this in the future. |
[[Image:362-FAQ1.jpg| 500x300px |FAQ1.jpg]] | [[Image:362-FAQ1.jpg| 500x300px |FAQ1.jpg]] | ||
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[[Image:363-Message1.jpg| 500x300px |Message1.jpg]] | [[Image:363-Message1.jpg| 500x300px |Message1.jpg]] | ||
| − | The helpdesk-system is called [http://webhelpdesk.com/ WebHelpDesk], and is being used by many others [http://webhelpdesk.com/client.html worldwide]. | + | The helpdesk-system is called [http://webhelpdesk.com/ WebHelpDesk], and is being used by many others [http://webhelpdesk.com/client.html worldwide]. |
[[Category:2012]] | [[Category:2012]] | ||
[[Category:How do I...]] | [[Category:How do I...]] | ||
[[Category:IMM Provided]] | [[Category:IMM Provided]] | ||
Revision as of 15:57, 8 June 2012
IT support at IMM can be reached via the IMM IT service Help Desk system
OR
at ITSupport.
After sending a request for support, an email with a ticket number is returned to the requester.
As soon as someone from IT support "takes" the task in the system a note on this is sent via email to the requester.
On the page " About ITS @ IMM" you can see who IMM IT support are, when we are available and where we "live" :)
At any time you can follow-up on your ticket. By using the above web-interface and use your Windows ID/PW (same you use for reading mail).
After login you are presented with an empty request template. Please choose a type of request - if you are not certain, then choose "1. level Helpdesk". Do give the request a Subject - say "cannot access my mail-account" or similar.
The request detail can be used for explaining further.Your location is taken from your profile, that again is being taken from central storage. Again- this is in relation to a new request.
If you are interested in your precious requests - or tickets (as called in the system) choose the "History" button
You can browse your existing (not-closed) Tickets, and get more information
You can add a new note, add a file, and even cancel the Ticket - if the issue in hand has resolved itself.
You will then be presented with these helping windows, that more or less explain themselves:
The FAQs-section is currently a bit empty - we tend to think, that if you found this - the ITSWiki, well then you should be fine. However we might change this in the future.
Similar the "Message"-function within the helpdesksystem is not yet taken into use. This might also change.
The helpdesk-system is called WebHelpDesk, and is being used by many others worldwide.
