Help Desk Guide Online

Quick Reference Guide

    Submitting a Case

1. From the Sul Ross Help Desk page (http://www.sulross.edu/pages/4401.asp), click the Submit Your Trouble Ticket Online link.

2. Log in using your user name (the name before @ in your e-mail address) and password (usually the same as your email password)

    NOTE ABOUT SELF-REGISTRATION: Most Sul Ross faculty and staff will not need to self-register as their information should be on file in the Help Desk Online database. Students generally WILL need to click the New User button and self-register, unless they have submitted a help desk ticket online before.

    NOTE ABOUT LOST USERNAME/PASSWORD: If you have forgotten or lost your username or password, enter your email address in the space provided and click the Lost ID button. Your login information will be emailed to you.

3. Once you have successfully logged in, select the Create New Case option from the menu and click the Go button

4. On the New Case screen, type in a single sentence synopsis of the problem or request into the One Line Description field.

5. Next put any additional detail in the field entitled Describe the Problem or Question in Detail:

• For PC problems please include the Operating System version if you know it, any applications having problems (such as Word, Email, Internet Explorer, etc.), and any error messages in their entirety
• For Server issues please include the server name (such as LYRA, WOLF, etc.), the application name, your User ID, and any error messages in their entirety.

6. Once all the information has been filled in, click the Submit button

7. If you have submitted successfully, you will receive a Case Number in RED along with an email including the case number and case details

    Look Up the Status of Your Cases:

1. After successfully submitting a Help Desk Online ticket following the directions above, select one of the three status check functions from the Options menu and click the Go button

• Show All Cases – Select this to view all cases ever submitted for your User ID
• Show Open Cases – Select this to view all cases submitted for your User ID that are unresolved/open
• Show Closed Cases – Select this to view all cases submitted for your User ID that have been resolved/closed

2. The resulting page will show all cases matching your search criteria. You may click on the Case Number to see the full details of a particular case.

    Exiting/Logging Out of Help Desk Online

    Select the logoff link on the left side of any page