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

  • 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. 
  • 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.
    • Submit a Service Item Request 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 an Incident Ticket?

    • Connect to the hds-staff WiFi network or plug into an Ethernet port within HDS. Go to https://helpdesk.hds.colostate.edu
    • After logging into Freshservice, submit an incident request either by clicking the "Report an incident" button in the middle of the portal or by clicking "New Ticket" in the top right corner of the portal.

    • Once the incident request form loads. You should see 4 fields: "Search a Requester" (which get auto-populated with your email address), "Subject" and "Description". 
      •  After typing a subject and clicking on Description, you will see "Related articles" on the right side of the screen for self-service. 

    • Finish filling out the remaining fields and click submit. 
      • After a successful submission, you will be redirected to the "Tickets" page and there will be a banner at the top of the screen indicating it was successful. 
      • You will receive an email confirming receipt of  your request. 
    • Incident request numbers all begin with "INC-#" 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.