Information Technology Services

Quick Start Guide to the AUP Request Management System

Request Management System

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Lifecycle of a Request
Each Request generates a Ticket. A Ticket contains all the information related to a Request.

1. Submit Request 7. Client Completes Satisfaction Survey 2. Ticket is Generated & Assigned to a Technician

6. Ticket Closed

3. Technician Follows-Up with Client

5. Client Accepts Solution

4. Technician Proposes a Solution

Client = Student, Staff, or Faculty

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How to Submit a Request (1/3)

Preferred Method

Submit a Request via Web

http://helpdesk.aup.edu

Submit a Request via Email

helpdesk@aup.edu

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How to Submit a Request (2/3)

http://helpdesk.aup.edu, then Click on Create a Ticket

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

Specify Category, Title, and Description

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Select a Category
Categories

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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.

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

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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.

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View the Ticket Status at Any Time

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

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.

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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

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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.

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Request Management System

For any questions, contact helpdesk@aup.edu .

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