Colorado State University

This post is marked as Deprecated and therefore contains outdated information.

UPDATE: https://cnsit.colostate.edu/kb/new-ticketing-system-for-cnsit-south

As we shift gears and expand our IT support model into other departments, we risk losing track of issues reported at an individual level.  To combat this problem we have implemented a new CNSIT Web Portal and Ticket System.  This new portal is located at the following URL:

https://cnsit.colostate.edu/help

This new portal  runs on a system called Trellis Desk, which is an open, and freely available ticketing system in which we control the data.  At its core, this system provides a mechanism to submit IT questions/concerns/requests which are then distributed to all IT personnel, and not a single individual.  This not only allows the IT staff with the greatest capacity to respond first, but also forces the creation of a knowledge-base of past issues that can be searched on in the future should a similar problem arise.

How to use this new portal?

I have set up this new portal to require CSU NetID authentication for ticket submissions.  If a new user authenticates successfully, the system will automatically generate a trouble ticket profile based on CSU information available.  One of the pieces of data that it guesses on is your preferred e-mail address which is used to send responses and confirmations – it will always guess your CSU account.  If you use something other than this (such as Gmail or Yahoo), then it is important that you check and update your e-mail address using the ‘My Account’ link in the portal’s top menu bar.

How to submit a new ticket?

The preferred method for submitting a ticket will be to use the web portal, and its submission form.  This is used by browsing to the portal page at https://cnsit.colostate.edu/help and clicking on the ‘Submit A Ticket’ link.

The less preferred method is a direct e-mail to the address cnsit@colostate.edu – this is less preferred as e-mail submissions are forced to use some generic meta data for identifying the submitter.