Tickets

Owned by Ashley Irawan (Unlicensed)
Last updated: Sept 11, 2023 by Sharon Watkins
6 min read

Change tickets are the most commonly created tickets. Most Changes created by customers or at help desk level are considered Standard Changes. Standard Changes are low-risk and can be implemented immediately. They are created whenever, (NEEDS UPDATING 9/11/2023)

  • A customer sends an email to itservicedesk@sjsu.edu

  • There has been a change made to the customer’s account

  • A request is made on behalf of a customer, to be routed to a different department

When forwarding email to itservicedesk@sjsu.edu. Please change customer to the user name in the body of the original email. Please cut and paste any forwarded instructions in History and not in the Description. The Description should be the original request, which is typically found in the body of the original email. Check for the correct communication in Confluence.

 

Click component name for more details.

1 Search For Customer | 2 Select Appropriate Template (if exists) | 3 Select Appropriate Category | 4 Reason | 5 Description | 6 Results | 7 Route | 8 Status | 9 Save | 10 More Details [Optional] | 11 History | 12 Others to notify [Optional] | 13 Ticket Number | 14 Assignee | 15 Attachments

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Search For Customer

Enter the customer’s SJSU ID and the match will automatically pop up

 

 

If no match is found,

Try their personal email address or name

When there are no matches found by either ID, email address, or name, create a profile for them.

 

 

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Confused about which template to use? Refer https://sjsu-its.atlassian.net/wiki/spaces/SDKB/pages/2509799447

 

See https://sjsu-its.atlassian.net/wiki/spaces/SDKB/pages/2509963280 page for guide on what category to put.

 

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  • Why has this change been requested.

  • Not required on Incident tickets.

Include Customer Information:

  • SJSU id number

  • SJSU email address

  • Contact information

  • Customer navigation: what were they trying to access when they got this error, 

What assistance is needed: provide as many details about the request as possible, i.e. location, number of people affected, and any technical details.

Email response goes here ONLY if the ticket is resolved. Email will be sent once the ticket is saved.

 

The Save and Close icon saves the ticket in the iSupport system and closes the current ticket window only.

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Helps track and reference tickets raised by users or customers.

Usually assigned to a specific person or team who will be responsible for addressing the issue or request mentioned in the ticket.

Files or screenshots that are attached to a support ticket or request for assistance.

 

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Open http://one.sjsu.edu and search “isupport”. Try each option.

iSupport Representative (For IT Helpdesk)

iSupport (For IT people)

iSupport Customer (Non-IT People)

iSupport Representative (For IT Helpdesk)

iSupport (For IT people)

iSupport Customer (Non-IT People)