CLC Debuts a New Help Desk Ticket Tracking System
On Friday, March 30, 2007 the Center for Law and Computers (CLC) will begin using a new Help Desk Ticket Tracking System (Numara Footprints). This help desk software should greatly improve the way requests for assistance (i.e. “tickets”) are managed and tracked in order for the CLC to provide better service to our community. As a user, this system will benefit you as follows: 1. Chicago-Kent students will continue to be able to send emails to helpdesk@kentlaw.edu to request assistance. 2. You can also create a ticket online, if you wish, at www.kentlaw.edu/pchelp. For your convenience, this link is available on the Chicago-Kent website under the student drop-down menus. Simply click on “PChelp”. 3. You will be able to check the status of your ticket on-line through the web. 4. You will also be able to add additional information to your original requests on-line through the web. After your ticket is entered into the tracking system, you will receive an auto-email to confirm that your ticket has been received and assigned. Below is a sample of the email confirmation:
When the request is completed and/or resolved, the ticket is closed out and you will receive an auto-email notifying you that the ticket has been closed. Please do not reply to the auto-emails that are generated and sent out. The Help Desk does not receive the reply emails since these are system generated. The following provides additional information and instructions on the new tracking system on how to create a ticket request on-line, check the status of a current ticket request, and how to add additional information to an existing ticket:
How to Create a Ticket Request On-Line through the Web
1. In order to create a ticket online go to the following website: www.kentlaw.edu/pchelp or click the “PChelp” link from the drop-down menu on the law school website. Click on “Submit Request” shown on the screen shot below:
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You must enter your user name in the box where it states “User ID:” which is the same username you use to log into web mail or to the kentlaw network (usually first initial of your first name and full last name).
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Once you click on “Submit Request”, please complete the information in the fields and click “Go” at the bottom of the screen. Creating a ticket request through the web is now complete.
How to Check the Status of Your Ticket On-Line
1. If you need to check the status of a ticket, you can go to the law school website, and select “PChelp” from the drop-down menu.
2. If you need to check the status of a ticket, you can go into the ticket by selecting “View Mine”. Type in your user name and click “Go”.
3. Single left click on the ticket you want to check the status from the list. See screen shot below.
4. You can now review the updated information in the “DESCRIPTION OF PROBLEM” as shown below:
How to Add Additional Information to a Ticket through the Web
1. If you need to check the status of a ticket, you can go to the law school website, and select “PChelp” from the drop-down menu. If you need to add more information to a ticket, you can go into the ticket by selecting “View Mine”. Type in your user name and click “Go”. Single click on the ticket and then click on “Edit”.
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You can add more information in the section called “APPEND A NEW DESCRIPTION OF PROBLEM”, and click on “Go” at the bottom of the screen.
4. The CLC help desk staff will receive an email that changes were made to the specific ticket.
The CLC is pleased to be able to offer a more efficient way in which to meet the needs of our constituency. Please contact me if you have any questions.
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Manager, Help Desk &Training Center for Law and Computers Illinois Institute of Technology Chicago-Kent College of Law greed@kentlaw.edu 312-906-5305