A walk through the world of Help Desk
Realizing you need help
• When you realize you need help with your
computer, phone, or printer, and your
supervisor can not help, please go to
Something very similar to this will
Choose: I am a
Faculty or Staff
Now you have several options for
The preferred method is
submitting a ticket. The rest of
this PowerPoint will walk you
through this step.
Choose: Submit a Helpdesk ticket
Something very similar to this will
Lets look at the knowledge base first.
• In the upper left hand corner you will find a
blue link named Knowledgebase. Click on that
There you will find several categories of articles. These articles
may have the answer you are looking for. Browse through to see
if what you are looking for is there.
You can also use the
search box to search
for your issue. Just
type in a few keywords
like wireless network
• You can also use the troubleshooter to guide
you through some common problems.
*Currently eSafe is the only Troubleshooter that is completed. However, more will be
added! Check back often!
If no help is found using the
Knowledge base or the
Troubleshooter, then you will need
to submit a helpdesk ticket.
Submitting a ticket is easy!
First you must log in. Use your
ACM username and password.
If you have problems with this
please call HELP or ext. 4357
from campus. Or 301-784-4357
Once logged in you will see a page
similar to this:
Your name here You will see your name here
You will also see some
new categories to
Submitting a ticket
Choose, Submit a Ticket, and you will be brought to a screen similar to this one:
Your name here
Lets step through the departments
one by one
–choose this department if you are unsure of
what category the problem falls under.
(IT) Computer Labs
– choose this department if you are having an
issue in any of our computer labs. These are
classrooms that have several computers for
student use in them. We have several labs on
the Cumberland campus, they are located in
every building except the physical plant, the gym
and the college center. Bedford and Somerset
campuses have labs in every building.
–choose this department for problems related
to the ERP Portal, Colleague (Finance, Student,
Advancement, HR/Payroll), WebAdvisor,
Reporting (crystal reports, colleague ODS and
data-marts), ERP application development, ERP
security, and document management. This
queue also handles all legacy system problems
and development solutions.
(IT) Hardware Requests
–choose this department for all* of your
hardware needs. This includes mice, monitors,
computers, printers, phones; anything that is
*except for the Computer Labs hardware, use
the Computer Labs department choice.
(IT) Software Requests
–choose this department for any of your software
needs. This includes any requests for new software
or licensing questions.
–choose this department if you have a question about
our college homepage (www.allegany.edu). You can also
make requests to place content, get assistance if you are
experiencing web/server errors, or make adjustments to
your existing page(s).
–choose this department if you need assistance
(ITMMS) Classroom Technology
–choose this department for help with
projectors, document cameras, clickers, SMART
podiums/boards and the Distance Learning Labs.
(ITMMS) Photo/Video/Media Production
–choose this department if you have any
questions about or need help with producing
media– photos, audio, or video.
Lets do a test ticket!
Make sure you are logged into
http://help.allegany.edu and choose Submit a
Lets use the General/Other department for our
Choose General/Other and click on the next
button at the bottom of the screen.
Start filling in the information:
The priority is New
Choose your Campus, in this case, Cumberland
Choose your building
Enter your room number
Enter your phone number
Enter the name of the person having issues
Choose your Department Type*
Enter your Department Name
Enter a subject for this ticket
Enter in as much detail as possible
the reason for the ticket.
*Academic for Computer Lab issues.
Administrative for Faculty/Staff issues
Continued from previous page
As you enter your Message Details
Knowledgebase suggestions will appear
below. If you see the solution to your
problem, click on it. You can solve your
own problem and log out without having to
submit a ticket. However, if you don’t see
your answer then choose the submit
button on the bottom of the page.
You can also attach a file or a screen shot by
using the Upload File(s) box.
Once you choose submit, you will see a page similar to this:
Take note of the ticket
number, you will need this
to communicate more
effectively with Help Desk
In your Allegany College E-Mail you will receive a message similar to this one:
If you have any more information to add, you can reply to this ticket and it will attach itself
to the ticket in helpdesk/staff. You can always reply to this email or any emails from ACM
Helpdesk. What ever you reply will be added to the helpdesk ticket that you created.
Whoever is working on your ticket will be able to see your replies. *When replying to the
email, please be patient, it sometimes takes the server a while to post to your ticket for the
technician to see it.
• For most faculty and staff this will end your
technical journey through helpdesk. You will
continue to communicate with a technician
via phone, email (ACM Helpdesk replies) or a
technician will come to your work area and
resolve the problem. After resolving the
problem the technician will resolve the ticket
and you will receive a final email asking you to
complete a survey.
Here is the email asking you to complete the survey. Please take a few minutes to
complete the survey. We do actually look at the results of the survey! To take the survey
just click on the blue link in the email. (Do Not Reply to the E-mail).
The link will take you to https://my.allegany.edu where you will need to sign in with your
ACM username and password. Then follow the prompts on the screen to complete.
Before the ticket is resolved would you like to know where it goes? Continue on to find out!
What the technician sees
The technician has their own site to log on to. Here they
see the tickets as they come in. This is our practice ticket.
The status is
Replies is the number of replies to the ticket.
open This is who will be working on the ticket.
This one reply is my reply to the ACM Helpdesk Email.
The subject is what you The Last Activity shows how long
typed in the subject box it has been since the ticket has been touched
The priority is New The Last Replier to this ticket.
The Due column shows how
This is the date the
The Ticket ID is the same ticket ID number you received long until the ticket is due
ticket was submitted
When the technician clicks on the subject (previous page) then the rest of the ticket shows up.
This is what you typed in the Message Details box
Here is the ticket with the owner and priority set and the
reply that I made to the email from ACM Helpdesk
This is the ticket resolved. In two hours an email will be received telling me (the author) the
ticket has been resolved and asking me (the author) to take the survey.
This concludes our walk through help desk. I
hope this presentation has been informative. If
you have any questions please send me an email
at firstname.lastname@example.org or call HELP (ext. 4357).