General Guidelines for Submitting a Ticket
When submitting a ticket to the Helpdesk please keep in mind the guidelines provided below. Following these recommendations allows our team to more efficiently address the request, getting you back to your work or studies with minimal downtime.
Describe the issue and use a relevant subject line. Provide any relevant details about the issue you are encountering or the service you are requesting. Tickets that say “I can’t login” or “My computer isn’t working” don’t provide enough information to help us respond to your ticket. Check to make sure your ticket includes details which might include;
- The website/portal you are trying to access (Zoom, SSB, Adobe, etc.)
- Any error message being presented (exact wording)
- Screenshots showing the issue or error message
- The location including building and room number
- The computers Asset Tag number
- Your Bard email address (if you are unable to access your account)
Use your Bard email address. Unless you are unable to access your Bard account, tickets should be submitted using your Bard issued email address or by logging into the portal directly. This enables you to view and edit the ticket in our service portal and allows us to verify who is submitting the request.
Submit a new ticket for each new incident/request. Using an old email thread to report a new issue or request will not create a new ticket and could delay our response time.
Update the ticket as needed. If the problem is resolved or you need extra time to try a troubleshooting step, let us know in the ticket. Tickets may be considered resolved if several days pass without a response or update.