The customer service portal offers an easy way for customers to search for 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:
This list is just to get us started in the pilot. The actual groups and requests may change.
Here is an Atlassian article with 5 tips to design your Groups and Request Types
Common Requests
- Get IT Help (There is a shortcut to this on the Help Desk project main menu... it's the best way for you 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 Folder
- Request VPN Access
- Fix an account problem
- Request guest accounts for WiFi and campus computers
- Onboard 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.
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
- Report a Phishing Scam
- Report Malware or a Virus
Servers & Network Storage
- 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
No requests have been configured for this yet
Wireless & Networking
No requests have been configured for this yet
IT Staff Use Only
- Admin App template for staff use
- General Information Provided
- Provided assistance to alum or former employee
- Password assistance
- Wifi Configuration Assistance
- New Task for Staff Use Only