LIS/Marketing Assistance Site

Enter, view, and update your tickets using the interface at http://help.luther.edu. This self-service option became available June of 2011 and allows the Luther community to see detailed information about the work being done on their requests, both new and old, as well as create new tickets. The easy to use design has notes on the side of each page with detailed instructions on how to properly navigate and use the site. Also, as of June of 2012, you can enter web content requests through this site.

Note that you can still contact the LIS Technology Help Desk via email (helpdesk@luther.edu), phone (563-387-1000), or visiting the library.

Goals

Upon completion of this training, you will be able to:

Training

Create a New Ticket

1. Go to http://help.luther.edu and sign in with your Norse Key.

2. Once you’ve successfully logged in, you will see the following window. Click New which is located in the top left corner of the screen.

Work Order 1
Work Order 1

3. Select New, and choose one of the three options from the drop down menu: LIS Technology Help Desk, Web Content Requests, or Email Marketing Project Requests. You’ll want the Web Content Requests option if you would like help on your Luther website pages, Reason, social media or have other web related issues. The Email Marketing Project Request is for sending email communications on behalf of Luther College departments, offices, and organizations. For all other requests, select LIS Technology Help Desk.

4. Enter the requested information into the window that you see which contains fields and an attachment option at the bottom. Each field is important and necessary for the efficiency of our service and effectiveness of which your problem is solved. Descriptions of the fields follow:

LIS Technology Help Desk

  • Title will appear in the ticket list and should briefly describe the issue.
  • Impact is a drop down menu with options that help describe the degree to which this issue affects your organization’s ability to do work.
  • Category is one of the most important aspects of filling out a new ticket. This is how the tickets are organized and assigned to the appropriate staff member and/or department. After selecting a category, a subcategory will appear which narrows the organization even more. When in doubt of which category to choose, select Help Desk. The Technology Help Desk can then route the ticket to the proper person.
  • Comment is where an in-depth description of the issue should be written.
  • Attachment is available to attach any file or screenshot that may help with the understanding of your issue.

Web Content Requests

  • Title will appear in the ticket list and should briefly describe the issue.
  • Website URL is the field where you enter the web address in which the problem is referring to.
  • Category is one of the most important aspects of filling out a new ticket. This is how the tickets are organized and assigned to the appropriate staff member and/or department. After selecting a category, a subcategory will appear which narrows the organization even more. When in doubt of which category to choose, select General/Other. The web programming team can then route the ticket to the proper person.
  • Due Date is the date by which the request needs to be completed; leave blank if there is no specific deadline.
  • Comment is where an in-depth description of the issue should be written.
  • Attachment is available to attach any file or screenshot that may help with the understanding of your issue.

Email Marketing Project Requests

  • Title will appear in the ticket list and should briefly describe the issue.
  • Use Existing Constant Contact Account tells us whether or not you already have a Constant Contact account with Luther. If you select yes, you will be asked to select your department or organization, and select whether or not to use an existing template from previous communications.
  • Subject Line Preference is what you would prefer to have as the email's subject line.
  • Due Date is the date by which the request needs to be completed; leave blank if there is no specific deadline. All requests in this queue require a two-week lead time.
  • Comment is the place where you should enter a brief description of the project or email, as well as the recipients.
  • Attachment is where you should upload your Microsoft Word file that contains your email content. The document should be formatted as you would like it to appear to recipients.

Notes:

  • On the right side of the window you will find “Ticket Notes”. This is a key to understanding the fields necessary to completing the ticket.
  • The status of a new ticket will automatically be set to “New”. It will remain this way until a LIS Technology Help Desk employee looks at the ticket and switches it to the appropriate status.

LIS Technology Help Desk Sample Ticket:

Work Order 2
Work Order 2

Web Content Requests Sample Ticket:

Work Order 3
Work Order 3

Email Marketing Project Requests Sample Ticket:

Work Order 4
Work Order 4

5. Once you’ve filled out all of the fields a successfully entered ticket will look like the following. Click Save.

Work Order 5
Work Order 5

View a Ticket

1. Go to http://help.luther.edu and sign in with your Norse Key.

2. Each time you log in, you will be shown all of your tickets under the LIS Technology Help Desk queue. If you wish to view tickets in the Web Content Requests or Email Marketing Project Requests queues instead, click the My Tickets drop down menu, roll over Switch to queue and select whichever option you would like to view. To allow all tickets from all three queues to be shown on one page, you must select the All Tickets option from the drop down menu.

3. Click on the Ticket Number or Title to view the details of the ticket.

4. If the ticket you’re wanting does not appear on the initial page, you can look for specific tickets using the Search box on the right side of the screen. Options that will help you narrow your search are the Ticket Number, Title, date and time Created, Due Date, Status, Requester, or Owner. If you aren’t satisfied with the results from the standard search, clicking on Advanced Search will help you strengthen the chance of finding what you are looking for.

Work Order 6
Work Order 6

Update a Ticket

1. Go to http://help.luther.edu and sign in with your Norse Key.

2. Each time you log in, you will be shown all of your tickets under the LIS Technology Help Desk queue. If you wish to update tickets in the Web Content Requests or Email Marketing Project Requests queues instead, click the My Tickets drop down menu, roll over Switch to queue and select whichever option you would like to view. To allow all tickets from both queues to be shown on one page, you must select the All Tickets option from the drop down menu.

3. Click on the Ticket Number or Title to view the details of the ticket to be updated.

4. If the ticket you’re wanting does not appear on the initial page, you can look for specific tickets using the Search box on the right side of the screen. Options that will help you narrow your search are the Ticket Number, Title, date and time Created, Due Date, Status, Requester, or Owner. If you aren’t satisfied with the results from the standard search, clicking on Advanced Search will help you strengthen the chance of finding what you are looking for.

4. Click Add Comment.

5. Enter additional information regarding the ticket or attach a file to the ticket.

6. Click Save.

Additional Resources

Contact the Technology Help Desk