Frequently Asked Question
When should I create a ticket?
Last Updated 3 months ago
Employees of Good Samaritan Ministries should always consider their course of action when communicating inquires or problems to the IT and A/V Team. The task tracking and remediation process for these items are managed with the use of ticketing.
Ticketing in an IT helpdesk refers to the process of logging, managing, and tracking user-reported issues or service requests using a ticketing system. Each reported issue is recorded as a "ticket" that contains all relevant information, including the user's contact details, a description of the problem, timestamps, status updates, and resolution notes.
We use ticketing for the purpose of task priority and severity, efficient communication between users, problem-resolution documentation records, and task tracking.
Employees must create a ticket whenever there is an inquiry to IT or A/V that is beyond a simple question, relates to any technical issue, or includes a call-to-action to IT.
The following are issues or questions that should be submitted via a ticket: "My laptop has an error message," "My email account has not been refreshing," "I need access to Adobe Acrobat," "The phone at my desk is not functioning," etc.
When in doubt, create a ticket. It is much easier for IT to be alerted of a staff member's inquiry and allows adequate tracking and escalation from there.
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CLICK FOR DIRECTIONS FOR CREATING TICKETS
Ticketing in an IT helpdesk refers to the process of logging, managing, and tracking user-reported issues or service requests using a ticketing system. Each reported issue is recorded as a "ticket" that contains all relevant information, including the user's contact details, a description of the problem, timestamps, status updates, and resolution notes.
We use ticketing for the purpose of task priority and severity, efficient communication between users, problem-resolution documentation records, and task tracking.
Employees must create a ticket whenever there is an inquiry to IT or A/V that is beyond a simple question, relates to any technical issue, or includes a call-to-action to IT.
The following are issues or questions that should be submitted via a ticket: "My laptop has an error message," "My email account has not been refreshing," "I need access to Adobe Acrobat," "The phone at my desk is not functioning," etc.
When in doubt, create a ticket. It is much easier for IT to be alerted of a staff member's inquiry and allows adequate tracking and escalation from there.
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CLICK FOR DIRECTIONS FOR CREATING TICKETS