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| This is a page in progress. I can work on making this list link directly to the forms. That way you, or a customer, can see all requests on the same page and click the one that you need. |
The customer service portal offers an easy way for customers to search for customer requests , or browse them by category/group. As agents we can also use these to submit issues for customers. The templates cut down on the data entry required, as well as the need to make decisions about components and other fields. This list offers easier viewing of all requests available:
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Here is an Atlassian article with 5 tips to design your Groups and Request Types
Common Requests
- Get IT HelpNew Ticket(There is a shortcut to this on the Help Desk project main menu... it's the best way for IT staff to create tickets quickly)
- Request VPN Access
- Request Access to a Network Folder
- Request a new shared mailbox
- Request access to a shared mailbox
Accounts, Passwords, & Access
- Request Access to a Network Foldercomputer accounts for a non-employee
- Request VPN AccessFix an account problem
- Request guest accounts for WiFi and campus computersOnboard new employees
- Request access to a network folder
Enterprise Applications
This came built in... what requests should we add? Currently there is just a way to report a system problem.
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Communication, Email, & Calendars
- Request access to a shared mailbox
- Request a new shared mailbox
- Update an email distribution list
- Report a phishing scam
Teaching, Training, and Learning
Nothing here yet... just a placeholder. Should we also have a Lab & Classroom group?
Print, Scan, & Copy
- Report a printer jam
- Report a printer problem
- Request paper and toner
- Get connected to a printer (Need to add)
Security
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University Tools &
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Systems
- Request a U: Drive
- Request a restricted network folder
- Report a system problem
- Request access to a network folder
Servicing Your Computer
- Report Malware or a Virus
- Report a problem with a computer, display, or peripheral (need to add)
- Anything else?
Software & Productivity Tools
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No requests have been configured for this yet
Classroom & Lab Technology
- Report a problem with a lab or classroom computer
- Report a printer jam
- Report a printer problem
- Request paper and toner
IT Staff Use Only
- QuickTicket (Generic QuickTicket - select a component!)
- New Ticket (regular non-quick ticket)
- Admin App template for staff use (quickly escalate issues for things like Banner and NolijWeb to Tier 2)
- General Information Provided (select a component)
- PIN Reset - Provided assistance to alum or former employee
- Password assistance
- Wifi Configuration Assistance
- New Task for Staff Use Only (Give yourself, your boss, or your coworker something to do.)