< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This article provides a quick reference guide for helpdesk staff on how to escalate tickets based on their specific categories and issues. It outlines the appropriate departments and individuals responsible for handling various types of tickets, ensuring efficient and effective resolution.
Audience
ITS staff
Process
Where Do Tickets Go?
(Disclaimer: Every Ticket is Different) Not all tickets are the same. Treat each ticket special.
Anything Related to Cybersecurity Training
Ensure user is signed into Office 365 on same browser before accessing link. If still an issue:
Assign Case Owner to Matt Rondeau, send him a message with the ticket # and explanation or hit Notify when assigning.
Banner
Access/Permissions : . . . . . . . . . . Applications Development
Login : . . . . . . . . . . Applications Development
Classroom
For AV or Tech help, send to Classroom Support ( Category: Classroom --> Classroom EMERGENCY --> Troubleshoot)
Any EMERGENCY emails do not have tickets created for them.
Computer – Office
Desktop Support
Email
Access / Permissions : . . . . . . . . . . User Support -> Systems Engineering (it depends)
Login : . . . . . . . . . . User Support -> Systems Engineering
Setup : . . . . . . . . . . User Support
Troubleshoot: . . . . . . . . . . User Support -> Systems Engineering
Tutor : . . . . . . . . . . User Support
Events & Conferencing
Events
LMS (Brightspace)
Access/Permissions : . . . . . . . . . . Online Learning
Instructor (LMS) : . . . . . . . . . . Online Learning
Student (LMS) : . . . . . . . . . . Online Learning
Login : . . . . . . . . . . User Support -> Online Learning
Mobile Device – Org Owned
iPhone/iPad - Contact Ahsan
Androids – Don't worry about it
Network
Login : . . . . . . . . . . User Support -> Network Engineering
Tutor : . . . . . . . . . . User Support
Everything Else : . . . . . . . . . . Network Engineering
Troubleshoot VPN/Remote Desktop:. . . . . . . . . . User Support
Outage
Outages (not used very often)
Portal (Bright Space)
Login : . . . . . . . . . . User Support -> Applications Development
Transcripts : . . . . . . . . . . User Support (give them this link)
Tutor : . . . . . . . . . . User Support -> Applications Development
Troubleshoot : . . . . . . . . . . Applications Development
Printing/Imaging
Tutor : . . . . . . . . . . User Support
Everything Else : . . . . . . . . . . Desktop Support
Software (Computer)
Licensing . . . . . . . . Systems Engineering
Setup/Configuration . . . . . . . .User Support -> Desktop Support
Troubleshoot . . . . . . . . . User Support -> Desktop Support
Tutor : . . . . . . . . . . User Support -> Applications Development
Anything Microsoft would go to Enterprise, not Applications Development
Spam
Always Forward Email to reportfraud@ccbcmd.edu
Information Assurance
Telephone
Telephony Support
This includes campus call boxes
WebCam Request
Desktop Support