What is the difference between an Incident Ticket and a Service Item Request?

  • A Service Item Request: a recurring request that requires repeatable tasks from our technicians
    • Examples: account creations, audio visual support requests, checkout laptops, etc
    • Custom forms are typically created for service items that include the information we need to complete the ticket.
  • An Incident Ticket: if something is broken, not working, or you need assistance from a help desk technician  
    • Incidents are generally not recurring requests.
    • Example: a computer is not booting or a monitor not turning on. 
    • You can submit an Incident Ticket here. 

*Note: If you don't know whether your ticket should be an incident or a service request, please submit an incident ticket and we can re-classify the request in the system, if needed.

How do I submit a Service Item Request?

  • Connect to the hds-staff WiFi network or plug into an Ethernet port within HDS. Go to https://helpdesk.hds.colostate.edu
  • After logging in, submit a Service Item Request by clicking Service Catalog on the top of the page.

  • Search for a popular Service Item: 

    • Type your request in the search panel at the top left or by select a category icon
    • Select your category and hover over the icon of the Service Item needed and click Request Now. 
*Note: If you do not see a pre-populated Service Item matching your request, please go back to Home and select Request New Service.

  • Fill out the required form and click Place Request on the top right of the screen. 

    • After a successful submission, you will be redirected to the "Tickets" page on the portal and there will be a banner at the top of the screen indicating that it was successful. 
    • You will also receive an email confirming receipt of  your request. 
    • Service Item Request numbers all begin with "SR-#" where the hash sign is the number of the work order.

  • From the Tickets tab on the homepage, you can sort your tickets and select each one to check on important information including: 

    • Name of the agent working on it
    • Current status and conversations that have happened pertaining to the ticket
    • You can also add your own comments and interact with the agent working on the ticket by hitting Reply