A. Login (optional) - automatically logged-in for those who access the helpdesk through their CEVI workspace account
B. Links to Home and Solution pages
C. Search bar - you may try to search for a documented solution of your concern (DIY troubleshooting)
D. New Support Ticket - click this to open and submit helpdesk ticket
E. Check Ticket Status - this is where you checked the status of your submitted helpdesk tickets.
F. Knowledge base - displays documented solutions to common issues and other documentations.
OPENING/SUBMITTING A HELPDESK TICKET
G. Requester (mandatory) - email address of the requester. This field will be filled in automatically for a logged-in user.
H. Department - the department or group that the ticket is assigned or addressed to.
I. Type - Helps categorize the ticket according to the different kinds of issues your support team deals with.
Question - for basic inquiries related or not to a request
(ex. inquiry on the status of my request for PC upgrade)
Incident - for reporting incidents. An incident is unplanned interruption (or reduction in quality) of a service.
(ex. BM's PC infected with malware)
Problem - for logging a problem encountered.
(ex. Kredits in sandbox mode)
Request - for requesting a service.
(ex. Request to delete resigned staff's access to system)
J. Subject - ticket subject helps you get quick context. A proper subject line will help you set up intuitive automation.
K. Description - a detailed description of the ticket or issue.
L. Attach a file - facility to attach files such as screenshots to better describe the ticket or issue
M. Captcha - a security feature to avoid spamming
N. Submit/Cancel button - to Submit or Cancel the helpdesk ticket