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 more details.
Note: Add History and More details.
1) 🔍 Search For Customer
 | Enter the customer’s SJSU ID and the match will automatically pop up |
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If no match is found,
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Try their personal email address or name | |
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When profile does not exist, Create a new profile for the customer
When there are no matches found by either ID, email address, or name, create a profile for them.
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2) 📄 Select Appropriate Template (if exists)
3) 📄 Select Appropriate Category
See Tickets to Route Out page for guide on what category to put.
4) Reason
Why has this change been requested.
Not required on Incident tickets.
5) Description
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
9) Save
The Save and Close icon saves the ticket in the iSupport system and closes the current ticket window only.
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.
Closing a ticket
  | To close a ticket, select Implemented as the Status to close a ticket.
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.
After everything is done, hit Save and Exit. |
Create a Change ticket
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) |
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 1. Click on “Create” and select the type of ticket you want to make. (If you are a SA you most likely want to create a “Change” ticket.)  2. Fill in customer details. If you cannot find a customer click on “Create New” and fill in the customer’s first name, last name and personal email address (or phone number). We prefer to have customer details but it is not mandatory. 
 |  1. You will land on this page.  2. Choose the type of ticket you want to create and fill out the required fields. | 1. Click on “Get Help-Open a ticket” 2. Fill out the required fields. |