Differences

This shows you the differences between two versions of the page.

--- atmos:helpdesk [2012/05/12 05:55] – delene
+++ atmos:helpdesk [2022/11/18 15:12] (current) – delene
@@ Line 5: / Line 5: @@
   - If after spending 10-15 minutes with no results on your own, ask a colleague if they know the answer.  You may always stop by or send an email to the IT committee chair, David Delene, with your question; however, David's fee is that you write or modify a department wiki page with the solution he shows you.
 ===IT Requests===
-If the request requires an immediate resolution such as the software license server being down, call the help desk at 777-4357.  Otherwise, send an email to helpdesk@aero.und.edu and cc delene@aero.und.edu on the email.
+If the request requires an immediate resolution such as the software license server being down, call the help desk at 777-4357.  Otherwise, complete help request by using this [[https://und.teamdynamix.com/TDClient/2048/IT/Requests/TicketRequests/NewForm?ID=MoPnJdDjdS0_&RequestorType=Service|shortcut link]] or using the following steps:
-Emails to the help desk need to include the following items.
+. Go to https://und.teamdynamix.com/
-  - Name of a contact person.  Typically the person sending the email.
+. Select Client Portal
-  - Detailed description of what is being requested.
+. Sign in at top right
-  - Date by when you would like request completed.
+. Select services at the top of the page
-  - Fund number for any hardware needed to full the request.
+. Select Computer, Device and Printer support
+. Select Desktop and printer support
+. Select request service
+. If you need help with a workstation or server running Linux, make sure to include the word "linux" in the description.
+    • If the description includes the word linux, it will route to the Aerospace systems team.
+    • If the description does not include the word linux, it will route to the Aerospace help desk.
+You can also send an email to helpdesk@aero.und.edu (free feel to cc delene@aero.und.edu on the email) and they will enter the request in the ticket system.
+===Example Request:  New student access to Airborne Drive===
+  * Use the [[https://und.teamdynamix.com/TDClient/Requests/TicketRequests/NewForm?ID=G-vikQCSiFk_|shortcut link]].
+  * Under "Short description of problem" put in "Linux - aero-airbone user".  Important to put "Linux" in this subject line.
+  * Under "Detailed description of problem" put in "Please add new student, Student's Name, to the aero-airborne group in the Identity, Policy, and Audit (IPA) system to enable access to airborne drive (/nas) files on the Aircraft server."
+  * Complete the additional required information and submit.
 ===Appropriate Requests===
@@ Line 21: / Line 35: @@
 ===Un-appropriate Requests===
-  * Fixing software issue that resulted from you hacking (making custom changes to) your system using administration access.
+  * Fixing software issue that resulted from your hacking (making custom changes to) your system using administration access.
   * Request to install software from source code.
   * Request to support hardware that was not approved by the Aerospace Scientific Computer Center (SCC) before being purchased.
@@ Line 40: / Line 54: @@
 The above process should also be followed if SCC states that they will complete the requested task in the time period requested and fails to do so.
+[[http://wiki.atmos.und.edu/doku.php?id=atmos:home|Back]]