IT Service Catalog FY 2019-2020

HowTo Section A P P E N D I X F

Information Technology How to Section

How to Enter a Service Desk Request:

For a convenient way of accessing IT services, we have developed an IT Services Portal accessible from CityNet through the IT Service Desk icon in the top right corner. From this portal, you have access to the some of the most requested services provided by our service desk. You are able to Request a New Service, enter an incident ticket, review your open tickets or browse our knowledge base of solutions. ONLINE TICKET ENTRY 1. To request a new service, click the Shopping Cart icon and search for your request item in the search box or click a category on the left. Click on the request item, fill out all required information. You will be the requester by default, if the request is for someone else, change the requester or select “request for someone else” to be included on the ticket notifications. 2. To report an incident, click the ticket+ icon or click New Ticket in the top right corner. Then follow the above steps on ticket entry. Note: tickets entered electronically result in quicker resolutions than the traditional call in to x2322. OPEN TICKETS To view your open tickets, click the double ticket icon called Your Tickets, from here you can interact with the agent, view the status and submit surveys. CALL COMPLETION PROCESS Once the problem is resolved, you will receive an email notifying you that the ticket has been closed or resolved, please take this opportunity to complete our satisfaction survey on your experience. The Satisfaction Survey is how we rate the completed ticket and we use the results to make future changes to the services we provide.

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