AUP RequestManagementSystem QuickStartGuide 0

Quick Start Guide to the

AUP Request Management System

Request Management System MARCH 2013 1

Information Technology Services

Lifecycle of a Request Each Request generates a Ticket.

A Ticket contains all the information related to a Request.

1.

Submit Request

2.

Ticket is Generated & Assigned to a

Technician

3.

Technician Follows-Up with Client

4.

Technician Proposes a

Solution

5.

Client Accepts Solution

6.

Ticket

Closed

7.

Client Completes Satisfaction

Survey


Client = Student, Staff, or Faculty

How to Submit a Request (1/3)

Submit a Request

via Web http://helpdesk.aup.edu

Submit a Request

via Email [email protected]


Preferred Method

http://glpi.aup.edu/

How to Submit a Request (2/3) http://helpdesk.aup.edu, then Click on Create a Ticket


http://helpdesk.aup.edu/

How to Submit a Request (3/3) http://helpdesk.aup.edu


Specify Category, Title, and Description

http://glpi.aup.edu/

Select a Category

Categories


Example of a Request (1/2)

Notice that 2 fields appear when Category=Printing is selected: 1. Hardware Type = Printer 2. Printer name should be entered


In some cases, information and assistance is provided to help resolve the issue. In this example, the client selected the Category Printing. Notice the information provided for Printing Issues.

Example of a Request (2/2) Printing Issue for Printer PRT-GR00-2


A Confirmation Email is sent at each step of the process


When a Request is Submitted to ITS To: Client Name Thank you for your message to the AUP Helpdesk, ticket #0000001 with the following title: Testing Account Access Issue. We will be in contact with you as soon as possible to provide a solution to your request.

After a Follow-Up Message from ITS To: Client Name This message is to inform you that a new follow-up has been posted concerning your ticket #0000001 with title Testing Account Access Issue. If you want to reply to it, you can add a new follow-up to the ticket.

When a Solution has been proposed by ITS To: Client Name A solution to your ticket #0000001 with title Testing Account Access Issue has been proposed. Before the ticket is closed, we would be very grateful if you could approve or reject the proposed solution within the next 2 days. If no response has been received after that delay, the ticket will be closed automatically.

http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1_Ticket$2http://glpi.aup.edu/index.php?redirect=ticket_1_Ticket$2http://glpi.aup.edu/index.php?redirect=ticket_1_Ticket$2http://glpi.aup.edu/index.php?redirect=ticket_1_Ticket$2

View the Ticket Status at Any Time


To: Client Name This message is to inform you that a new follow-up has been posted concerning your ticket #0000001 with title Testing Account Access Issue. If you want to reply to it, you can add a new follow-up to the ticket.

By clicking on any link in the confirmation email *** Or *** By viewing http://helpdesk.aup.edu and reviewing tickets

http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/index.php?redirect=ticket_1http://glpi.aup.edu/

View the Ticket Status at Any Time


At any time, you can review: - Who is handling your request - What is the current status of your request - What actions have been taken - What actions are planned

Approve or Reject a Solution


By clicking on the link in the solution message, you can approve or reject a proposed solution.

This action is optional. If no response has been received from

you within 2 days, the ticket will be closed.


For any questions, contact [email protected] .

Request Management System

mailto:[email protected]

AUP RequestManagementSystem QuickStartGuide 0

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