{"id":410,"date":"2011-06-09T07:01:39","date_gmt":"2011-06-09T14:01:39","guid":{"rendered":"http:\/\/wp.natsci.colostate.edu\/bioit\/?p=410"},"modified":"2022-04-25T14:49:06","modified_gmt":"2022-04-25T20:49:06","slug":"cnsit-help-desk-ticket-system","status":"publish","type":"post","link":"https:\/\/cnsit.colostate.edu\/kb\/cnsit-help-desk-ticket-system\/","title":{"rendered":"CNSIT Help Desk Ticket System"},"content":{"rendered":"<p><span style=\"color: #ff0000;\"><img loading=\"lazy\" decoding=\"async\" width=\"128\" height=\"128\" class=\" wp-image-413 alignright\" style=\"border: 0px none;\" src=\"https:\/\/cnsit.colostate.edu\/kb\/wp-content\/uploads\/2011\/06\/illustrator_x_folder.png\" alt=\"\" \/><strong>UPDATE<\/strong><\/span><strong>: <\/strong><a href=\"https:\/\/cnsit.colostate.edu\/kb\/new-ticketing-system-for-cnsit-south\">https:\/\/cnsit.colostate.edu\/kb\/new-ticketing-system-for-cnsit-south<\/a><\/p>\n<p>As we shift gears and expand our IT support model into other departments, we risk losing track of issues reported at an individual level.\u00a0 To combat this problem we have implemented a new CNSIT Web Portal and Ticket System.\u00a0 This new portal is located at the following URL:<\/p>\n<p><a href=\"https:\/\/cnsit.colostate.edu\/help\">https:\/\/cnsit.colostate.edu\/help<\/a><\/p>\n<p>This new portal\u00a0 runs on a system called Trellis Desk, which is an open, and freely available ticketing system in which we control the data.\u00a0 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.\u00a0 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.<\/p>\n<p><strong>How to use this new portal?<\/strong><\/p>\n<p>I have set up this new portal to require CSU NetID authentication for ticket submissions.\u00a0 If a new user authenticates successfully, the system will automatically generate a trouble ticket profile based on CSU information available.\u00a0 One of the pieces of data that it guesses on is your preferred e-mail address which is used to send responses and confirmations &#8211; it will always guess your CSU account.\u00a0 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 &#8216;My Account&#8217; link in the portal&#8217;s top menu bar.<\/p>\n<p><strong>How to submit a new ticket?<\/strong><\/p>\n<p>The preferred method for submitting a ticket will be to use the web portal, and its submission form.\u00a0 This is used by browsing to the portal page at <a href=\"https:\/\/cnsit.colostate.edu\/help\">https:\/\/cnsit.colostate.edu\/help<\/a> and clicking on the &#8216;Submit A Ticket&#8217; link.<\/p>\n<p>The less preferred method is a direct e-mail to the address <a href=\"mailto:cnsit@colostate.edu\">cnsit@colostate.edu<\/a> &#8211; this is less preferred as e-mail submissions are forced to use some generic meta data for identifying the submitter.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.\u00a0 To combat this problem we have implemented a new CNSIT Web Portal and Ticket System.\u00a0 This new portal is located at the following URL: https:\/\/cnsit.colostate.edu\/help This new portal\u00a0 runs [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":413,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general-cnsit"],"_links":{"self":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/410","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/comments?post=410"}],"version-history":[{"count":3,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/410\/revisions"}],"predecessor-version":[{"id":4453,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/410\/revisions\/4453"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/media\/413"}],"wp:attachment":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/media?parent=410"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/categories?post=410"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/tags?post=410"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}