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The iSupport system creates a ticket for every email sent to itservicedesk@sjsu.edu. Tickets can also be created using iSupport.

Emailed tickets automatically become Changes; created tickets can be Changes, Incidents or Problems. When a ticket is created, several items have a default value. Most of the default values are unchanged, however Status, Priority, Assignee and Category are typically changed on most tickets.

On this page

🎟 Types of Tickets

(question) How to open a new ticket (Representatives and Customers-websites and one.sjsu.edu)

Once clicked on the type of ticket, a new ticket will open in a new tab (below is an example of a CHANGE ticket)

Change Tickets

  • Created for any update adjustment or enhancement of an existing process or object.  For example, a password reset.

  • Most Changes created by customers or at help desk level are considered Standard Changes.

  • A Standard Change is a pre-authorized change that is low risk, relatively common (routine), and follows a documented procedure or work instruction (i.e., iSupport template).

  • Standard changes are pre-authorized and may be implemented immediately. Includes request for information or general assistance.

Incident Tickets

  • Incidents are created when a process or object is broken and needs to be fixed. For example, a wireless access point that is blinking red.

  • In many cases, incidents can be created automatically by the customer using custom-built forms or by emailing their issue to the help desk, but you, the representative, also have the ability to create incidents for your customers. NO CHANGES

Chat Tickets

(Incident Ticket created by Customer)

This has changed. tickets are created from live chat as a Changes

  1. When a chat is received, an (Get an example ticket from Celine)

Incident ticket gets created automatically and gets assigned to the receiver’s queue 

 Show steps

1.See Celine for canned responses in LiveChat.

Use chat canned responses provided in chat to obtain primary information from the customer

2. Once the chat is completed:

- Ask if the customer requires further assistance

- If not, thank the customer and close the ticket

- Ticket will need to be closed like any other incident ticket

  1. To close the chat:

 Show steps

1.See Celine for canned responses in LiveChat.

Click on the Incident# to open the incident ticket:

Change the category as required 

Use the Chat incident template to close the ticket (see below):

Problem Tickets

(Only staff can create)

NO CHANGESA problem is typically created after 5 or more incidents have been created all having the same issue or description, for example, five students in a classroom unable to access the wireless network. It may also be created in anticipation of a widespread issue, for example, when there is no wireless access in MLK library. Problems may be created at the Service Desk but are typically closed by a different department.

Only Staff are allowed to create a Problem. Once a Problem is created, update the Critical Issues chat in Hangouts.

👥 IT Service Desk Queues (Prior to this title, Add general explanation of 'What is a Queue?)

(question) Where to find Queues? (Examples of agent queues)

Explain the Auto Closed Queue, add more images?

AAA IT - HD Correspondence Queue

 Show explanation

Tickets that are awaiting a response from the customer are put in the correspondence queue. You must go through each ticket in the correspondence queue and check whether the customer has responded to the message that was sent to them previously.

If a customer:

  • has not responded, then you must check the message that was sent to them and make sure that it is appropriate for their request. 

  • has responded, then you must respond back to them (fulfill their request or gather more information) or route to the appropriate queue. DO NOT LEAVE TICKETS IN THE QUEUE AND EXPECT SOMEONE ELSE TO RESPOND TO THEM.

If it has been more than 5 days since we sent a message to them, and they have not responded, refer to   No Response for applicable response.

AAA IT - IT Service Desk Queue

 Show explanation

New tickets are sent to the Service Desk queue. Tickets come in with a wide variety of requests.

If a customer's request:

  • can be fulfilled immediately, enter the appropriate response in the RESULTS box and close the ticket. If possible, use one of the canned responses found on the Frequently Used Responses page under the results header.

  • cannot be fulfilled immediately because more information is required, a message must be sent to the customer (see: Correspondence) and the ticket must be routed to the correspondence queue.

  • is not something we can do at the Service Desk (example: an employee needs a new monitor for their office computer), then the ticket must be routed to the appropriate queue (see: Keywords for Departments and Support Areas).

  • DO NOT CHANGE WHAT IS IN THE RESULTS BOX IF YOU ARE NOT CLOSING THE TICKET.

âš  Common Mistakes

Duplicate Tickets

  1. If a customer creates more than one ticket for the same issue, all of those tickets except one must be closed.

Verifying Identities (link to verify identity)

  1. If a customer sends a full DDMMYYYY or DDMM of DOB and the last 4 of their SSN (or their entire SSN) in a ticket, the ticket must be deleted. That combination of information is Level 1 information and is very sensitive. To continue with the customer's request, the ticket must be recreated with the Level 1 information omitted.

  2. A customer can have several postal addresses on file with SJSU. Sometimes the address that a customer provides is an older one, but it still counts towards verifying their identity.

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