{"id":3482,"date":"2015-09-04T14:57:37","date_gmt":"2015-09-04T19:57:37","guid":{"rendered":"http:\/\/onlegalgrounds.law.memphis.edu\/wordpress\/?p=3482"},"modified":"2015-09-04T14:57:37","modified_gmt":"2015-09-04T19:57:37","slug":"new-it-ticket-system-what-it-means-for-you","status":"publish","type":"post","link":"https:\/\/memphislawblog.com\/index.php\/new-it-ticket-system-what-it-means-for-you\/","title":{"rendered":"New IT Ticket System \u2013 What it means for you!"},"content":{"rendered":"<h3>What To Know<\/h3>\n<p>Information Technology Services has implemented a new ticket system, and Law IT has been asked to use this system for all technology requests and issues going forward. What do you have to do? Nothing! IT will continue to resolve issues and help with requests just like we always do! However, there are two important things that will change:<\/p>\n<ul>\n<li>If you have an issue, we will ask for your name and\/or email address. This allows us to put a ticket in the system to keep track of the issue, as well as notify you when the problem is resolved.<\/li>\n<li>When we put in tickets for you, you may receive emails like the one below:<\/li>\n<\/ul>\n<p style=\"padding-left: 30px;\"><a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-Email.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3483 size-large aligncenter\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-Email-1024x517.png\" alt=\"Ticket Email\" width=\"720\" height=\"364\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-Email-1024x517.png 1024w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-Email-300x151.png 300w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-Email.png 1149w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/a><\/p>\n<p style=\"padding-left: 60px;\">These emails and the links within them are legitimate. You do not have to reply or click anything in these emails, but you are more than welcome to do so if you would like. Feel free to read each one very carefully, or setup an email rule to automatically delete them!<\/p>\n<p>That covers all of the important changes. If you\u2019re still interested, there are a few tips below that you might find helpful about the new system.<\/p>\n<h3>Ticket System Tips<\/h3>\n<ul>\n<li>You can reply to ticket emails to add notes to them, but if the information is time sensitive or very important, your best bet is to email <a href=\"mailto:LawIT@memphis.edu\">LawIT@memphis.edu<\/a>.<\/li>\n<li>You can enter tickets of your very own! Simply go to <a href=\"http:\/\/umhelpdesk.memphis.edu\">http:\/\/umhelpdesk.memphis.edu<\/a> and login with your University of Memphis username and password. This will take you to the Self-Service portal: <a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3484 size-large\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1024x463.png\" alt=\"Ticket System \" width=\"720\" height=\"326\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1024x463.png 1024w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-300x136.png 300w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system.png 1564w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/a>\n<ul>\n<li>From this page you can click on \u201cRequest a Service\u201d and then select a category for your issue: <a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-3485\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1-1024x567.png\" alt=\"Ticket system 2\" width=\"720\" height=\"399\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1-1024x567.png 1024w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1-300x166.png 300w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-1.png 1561w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/><\/a><\/li>\n<li>As an example, let\u2019s say that a computer\u2019s mouse is not working in one of our labs. We can type \u201ccomputer lab\u201d in the search box, and it will show us the appropriate service requests: <a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3486\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-2.png\" alt=\"Ticket system 2\" width=\"667\" height=\"355\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-2.png 667w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-2-300x160.png 300w\" sizes=\"auto, (max-width: 667px) 100vw, 667px\" \/><\/a><\/li>\n<li>Once we click on \u201cComputer Lab\u201d, we are taken to a new tab with a new button to click \u2013 \u201cRequest Now\u201d. <a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3487\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-5.png\" alt=\"Ticket system 3\" width=\"614\" height=\"366\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-5.png 614w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-5-300x179.png 300w\" sizes=\"auto, (max-width: 614px) 100vw, 614px\" \/><\/a><\/li>\n<li>After clicking \u201cRequest Now\u201d, we can put in the appropriate information about our building and the issue, and the ticket will be routed to the IT staff here at Law to resolve! <a href=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3488\" src=\"http:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-3.png\" alt=\"Ticket system 4\" width=\"824\" height=\"675\" srcset=\"https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-3.png 824w, https:\/\/memphislawblog.com\/wp-content\/uploads\/2015\/09\/Ticket-system-3-300x246.png 300w\" sizes=\"auto, (max-width: 824px) 100vw, 824px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>More background on the new system can be found here: <a href=\"http:\/\/www.memphis.edu\/umtech\/service.php\">http:\/\/www.memphis.edu\/umtech\/service.php<\/a>.<\/li>\n<li>Documentation on how to use the system is available here: <a href=\"http:\/\/www.memphis.edu\/umtech\/solutions\/remedyforce.php\">http:\/\/www.memphis.edu\/umtech\/solutions\/remedyforce.php<\/a>.<\/li>\n<li>Last but not least &#8211; Law IT staff is still always available for in person assistance in Room 207 from 8am to 4:30pm, Monday through Friday, or via email at <a href=\"mailto:LawIT@memphis.edu\">LawIT@memphis.edu<\/a>. You can also reach out to the University of Memphis Service Desk, which is available 24\/7 at (901) 678-8888, via email at <a href=\"mailto:umtech@memphis.edu\">umtech@memphis.edu<\/a>, or via <a href=\"http:\/\/asktom.custhelp.com\/app\/chat\/chat_launch\">online chat<\/a>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>What To Know Information Technology Services has implemented a new ticket system, and Law IT has been asked to use this&#46;&#46;&#46;<\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[21],"tags":[73,128,131,75,130,127,129],"class_list":["post-3482","post","type-post","status-publish","format-standard","hentry","category-info-tech","tag-computer","tag-help","tag-helpdesk","tag-it","tag-lawit","tag-service","tag-ticket"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/posts\/3482","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/comments?post=3482"}],"version-history":[{"count":3,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/posts\/3482\/revisions"}],"predecessor-version":[{"id":3491,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/posts\/3482\/revisions\/3491"}],"wp:attachment":[{"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/media?parent=3482"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/categories?post=3482"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/memphislawblog.com\/index.php\/wp-json\/wp\/v2\/tags?post=3482"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}