Helpdesk Request

In this episode of Techbits, we will guide you through the process of submitting a UHMC IT help request via email and tracking its progress within the OS Ticket system. OS Ticket acts as a centralized hub for managing all your IT requests, making it easier to streamline communication between you and our support team, ensuring timely and efficient resolution of any issues. By the end of this guide, you will not only know how to submit and monitor your help requests, but also how to use key features within the system, such as attaching files, viewing updates, and communicating directly with the IT team. This guide will empower you to navigate the process with confidence, ensuring your IT concerns are addressed as quickly and smoothly as possible.

Tutorial: https://go.hawaii.edu/aC4B

When emailing your request to uhmchelp@hawaii.edu, please make sure to include the following:

Subject Line: A brief and clear description of your issue (e.g., "Printer not responding," "Unable to access shared drive").
Body of the Email: A detailed explanation of the problem, including:

◊ Steps you've already taken to resolve the issue.

◊ Any error messages you've encountered.

Contact Information: Your name, email address, office number and phone number (if applicable).
Attachments: Any relevant screenshots, log files, or other documents that may help diagnose the problem.

Once you have successfully submitted your help request, our support team will review your ticket and assess the issue. You will receive an automated email acknowledging your request and assigning a unique ticket number. Please keep this number for reference.

You will receive email updates through the same Gmail thread when:

The ticket is assigned to a specific agent.
The status of your ticket changes (e.g., "In Progress," "Pending," "Resolved").
An agent asks for more information.
An agent provides solution or update on the progress.

Ticket Submission Confirmation:

Sender Information: This email will likely be from our support email address (e.g., uhmchelp@hawaii.edu) or by one our our support agents who is handling your request.

Subject Line: The subject line will usually include "Ticket Alert" and include your unique Ticket Number.
For example: "Ticket Alert: #123456, Printer Assistance"

Locate the Confirmation Email: Check your email inbox for the confirmation email described above. If you don't see it immediately, please check your spam or junk folder.

Tutorial: https://go.hawaii.edu/aC5Q

1. Logging In To OS Ticket:

Go to uhmchelp.maui.hawaii.edu
Click the sign in link at the top right of page.
Enter your username and password to access your account.

2. Viewing the Ticket Status:

Navigate to your ticket list or dashboard.
Locate your ticket using the ticket number or subject line.
The ticket will indicate its current progress:

◊ Open: The request is being actively worked on.
◊ Pending: Awaiting your response or further information.
◊ Closed/Resolved: The issue has been fixed.

3. Updating Tickets:

You can add comments or attachments to your ticket at any time using this web interface.
If the situation changes or you have new information, please update your ticket to keep us informed.

1. Open Gmail:

Open your Gmail account that you used to submit the help request.
In the search bar at the top of the page, type your Ticket Number.
Gmail will display emails that contain your ticket number.

2. Identify the Ticket Thread:

You should see at least two emails related to your ticket.

The initial confirmation email: This is the email you received immediately after submitting your request.
Subsequent updates and replies: As our support team works on your ticket, any updates or replies they send will also be part of this email thread and will contain your ticket number.

3. Updating Tickets:

You can add comments or attachments to your ticket at any time by responding to the ticket email you received earlier.
If the situation changes or you have new information, please update your ticket to keep us informed.

Pin or Star the Thread (Optional):

For easy access, you can pin or star the ticket thread in your Gmail inbox.

Additional Tips

Your ticket number is crucial: Keep your ticket number handy for reference.
Check you email regularly: Monitor your Gmail inbox for updates from our support team.
Check spam for confirmation email: If you can't find your confirmation email, check to see if it is in your spam folder instead.
Clear and descriptive subject line: This will help us to address your issue faster.
Include all relevant information in initial email: It helps to minimize delays.
Reply within the thread: Always reply to the existing ticket thread in Gmail or OS Ticket.
Avoid sending multiple emails for the same issue: This can create confusion for both agents and collaborators.
Be patient: Our team is working to resolve your issue as efficiently as possible.

Conclusion

By following these steps, you can easily track the progress of your support request and communicate effectively with our team through the OS Ticket system and your Gmail account. If you need further assistance, please contact the IT helpdesk at uhmchelp@hawaii.edu or visit us at our office in Kaaike 220.