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This Knowledge Base Article will cover what information is helpful to include in an IT help desk ticket.
Please submit tickets as soon as an issue is identified. Unless it is an urgent issue that needs to be resolved immediately, technicians will work around class schedules to avoid any class interruption. If an urgent problem occurs during the class and and needs to be corrected immediately such as a projector not working or instructor station not responding please call the IT help desk line at 58999.
Here are some helpful things to include on the ticket to help expedite issue resolution:
- Photos of the error message. Remembering what an error message said when submitting a ticket can be difficult. A picture or screen shot of an error message can speed the process of identifying the cause and solution to an issue.
- The name of the computer or computers experiencing an issue. If it is happening to all of the laptops please include the classroom number that it is happening in. If it only occurs on an individual machine, computer names can be found on white tags on most computers.
- On the laptops in classrooms they will likely be on a white label on the cover of the laptop.
- On computer towers such as the instructor station or an office computer, it will be a white label either on the top, front, or possibly side of the computer.
- On student checkout laptop, the tag number on the laptop that says "Maricopa Community Colleges" will be the name we need.
- If the problem that you are having has been looked at previously included the corresponding helpdesk Problem ID.
- If a ticket is submitted for another person, please include that information in the ticket or add the person on the request using the "Add Additional Contacts to the Request" box when submitting the ticket. Clarifying or follow up questions are often required and this information will expedite the communication process.
- If the issue occurred in class, please include who that instructor was and what class they experienced the issue in.
If you have any questions please feel free to reach out to the IT Helpdesk with the phone number (623)935-8999, extension 58999 from a campus phone, or the email address helpdesk@estrellamountain.edu. You can also visit our office which is located in Estrella Hall S112, which is beside the Academic Success Center.