Change Tickets

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,

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

Click component name for mote details.

Note: Add History and More details.

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2) 📄 Select Appropriate Template (if exists)

Confused about which template to use? Refer /wiki/spaces/SDKB/pages/2509799447

3) 📄 Select Appropriate Category

See Tickets to Route Out page for guide on what category to put.

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4) Reason

Why has this change been requested.
Not required on Incident tickets.

5) Description

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.

What NOT to put in description

In case you are researching an issue and find details that need to be reviewed by another assignee, for example SME, anything that you find needs to be entered into the History section of the ticket. The Description will only have whatever information the customer gives.

6) Results

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

7) 📥 Route

Please DO NOT leave ticket in IT Service Desk Queue.

8) 🌡 Status

The Status indicates where the ticket is at in the process of finding a resolution:

New	New ticket *OPEN for both Incidents and Problems.
Implemented	Upon completion of the work and implementation of the change. *CLOSED for Incidents and Problems.
Reviewed	Currently used for Parent Stretch Break Tickets
Suspended	Waiting for more information from a department or Customer.
Declined	Unable to grant the customer's request.
Backed Out	Customer rescinded request.
Scheduled	Used for non-standard Changes only.
Authorized	Used for non-standard Changes.
Reply Pending	Used when you are awaiting a response from customer on correspondence. This will automatically change to Reply Received when a response is received. (Both used when ticket is sent to AAA IT - HD Correspondence Queue)
Converted	Used when a ticket is converted from an Incident to a Change or vice versa. A customer may create a ticket as an Incident, when it is actually a Change. The reverse is not as common.

The Status options vary depending on the type of ticket.

9) Save

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

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10) More Details [Optional]

11) History [Optional]

A list is displayed for all the activities on the ticket.

Click here to know more about history of a ticket.

12) Others to notify [Optional]

Add appropriate people to ensure a prompt and efficient resolution to the issue.

13) Ticket Number

Helps track and reference tickets raised by users or customers.

14) Assignee

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

15) Attachments

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

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Closing a ticket

To close a ticket, select Implemented as the Status to close a ticket.

Make sure that the resolved ticket is routed to yourself
Assignee should show your name.
A Results message and a Category must be entered before you can close a ticket. If not entered, you will be prompted for one when you attempt to Save and Close the Change.

If you are sending sensitive information like password resets, please make sure to do so in a correspondence and send a generic message in results.
Do not send sensitive information in Results section.

After everything is done, hit Save and Exit.

Click component name for mote details.

1) 🔍 Search For Customer

When profile does not exist, Create a new profile for the 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 [Optional]

12) Others to notify [Optional]

13) Ticket Number

14) Assignee

15) Attachments

Closing a ticket

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


Try their personal email address or name