Kansas State University

Self-serve IT help requests now available online

Submitted by Betsy Edwards

Starting today, Nov. 1, K-Staters have a new way to get IT help or report IT issues and concerns — by submitting requests online at servicedesk.k-state.edu. Links to the new Service-now self-service are on the homepages of the IT Help Desk and information technology services.

When the IT Help Desk receives customer input from the new self-service request channel, each case ticket is promptly assigned to staff supporting the related IT service.

The self-service component, which is a new feature in K-State's Service-now customer support system, works this way:

1. A K-State eID/password is required to access the servicedesk.k-state.edu site.
2. When users sign in, they'll see My Resolved Incidents, My Open Incidents, and have the ability to Create a New Incident and submit a self-service ticket request.
3. The more detail users provide in their incident reports, the better their problems can be addressed.
4. Users will receive an email copy indicating that an incident has been opened on their behalf.
5. The IT Help Desk receives all incidents submitted on the site.  In addition, email to servicedesk@k-state.edu or helpdesk@k-state.edu will auto-generate an incident ticket.
6. Users will receive notification when an incident has been created or resolved.

More new services will be offered through this campus self-service tool, so it will continue to evolve. For more information, contact the IT Help Desk, 532-7722, helpdesk@k-state.edu.