Service Desk Ticketing System F.A.Q.

The Service Desk ticketing system is a web-based service designed to support you. It provides an easy way for you to request assistance from Information Solutions and Services, to find answers to your IT questions, and helps to resolve your computing problems as quickly as possible.

Using the Service Desk ticketing system, you can quickly and easily send an inquiry for help on a problem or issue. Your request will go directly to the Service Desk where it will be reviewed by first level support and followed through to resolution.

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The Service Desk ticketing system is available to you 24x7 https://servicedesk.nuigalway.ie/
However, the The Library & I.T. Service Desk office is staffed between certain hours (see library opening hours), so a response to your request will come during those hours.

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• Send a request to the Service Desk for help
• Track the status of your request
• Access a history of all of your requests
• Look up answers to Frequently Asked Questions regarding IT issues (such as: How do I connect to an IP (Network) Printer?)
   
    

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After login, the first screen that appears is entitled Help Request (as shown below).

Under Request Type, the customer can choose from a number of top-level categories.

The options in the drop-down menu for Request Type vary depending on whether a student or staff member is logged in.

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In the image below, the top-level categories available to students are displayed

Subsequent drop-down categories then appear allowing the customer to specify the nature of the request.

 

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In the image below, the top-level categories available to staff are displayed

Subsequent drop-down categories then appear allowing the customer to specify the nature of the request.

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1. After choosing the appropriate top-level category and subsequent sub-categories, please enter text to describe the Subject of your ticket 
   
   
2. Review the details required in the Instructions box 
   
   
3. Enter details as requested in the Request Detail box 
   
   
4. If you have a screenshot or file that provides additional information, please click Add File to include it in the ticket.
   
   
5. Enter a contact telephone number - please note that this is mandatory for all tickets 
   
   
6. Click Save 
   
7. You will receive an email to your University of Galway email account with details of the ticket logged 
   
   
8. Tickets can then be updated by technicians and customers – further details available. 

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The Service Desk Ticketing System works with your Campus Account (students / staff) and the system automatically uses your University of Galway email address. All correspondence in relation to a ticket must use an University of Galway email address. Please note that while a ticket can be copied to external email addresses, the system is unable to automatically reply to external email addresses e.g. Hotmail, Gmail.

If you experience difficulties logging a ticket in the Service Desk Ticketing System, please contact the Service Desk.

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• Service Desk staff will review your request and can in most instances resolve issues quickly.  If the Service Desk can resolve your query you will receive an email resolution. 
  
  
• If the Service Desk staff cannot resolve your issue they will escalate your request to the appropriate service provider. You will receive an email response and follow-up to ensure your request is resolved. 
  
  
• Your service requests such as computer connection to the University of Galway network, software configuration and troubleshooting etc, will be escalated to the Desktop Support team who will in turn contact you to arrange a suitable time to call and complete your request.
  
  
• You can track the status of your ticket by logging in and clicking the History button.

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• Shortly after you submit a ticket, you will receive an email confirmation from the system indicating you have successfully logged a ticket. 
  
  
• Your next update via email should be notification that your request has been escalated, or that your issue is resolved.  The Service Desk may contact you if they are unable to fulfil your request in a timely manner, or if they need more information from you. 
  
  
• You can check the status of your tickets, and read correspondence from the service providers who may be working on your ticket, by clicking on the History button at the top of the page.

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To protect your account from unauthorised access, the Service Desk Ticketing System automatically times out after a period of inactivity (15 minutes).

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