Using the OSH Helpdesk Ticketing System
This new ticketing system will work similarly to SysAid for the most part but has better features that will allow the IT department to organize and manage tickets, requests, and common solutions. The new system will be accessible using an icon which will be pushed out to all stations that looks like the following:
You may also use any web browser to navigate to https://helpdesk.oksurg.com. Either way will lead you to the new support portal.
1 - Welcome Screen
From here your most common option will be to open a ticket by clicking the “Report an issue” button.
2 - Ticket Entry
The following page will display. The following fields should be filled out and the fields that are required are indicated by the * asterisk.
- Requester: The email address of the person requesting assistance. If you are not logged in, it will also ask you for your name.
- Subject: Your subject should indicate a summary of your issue/ticket.
- Ticket type: Depending on the type of ticket you select; you may be asked for additional information.
- Phone/Extension: The phone number or extension at which we can reach you.
- Description: A detailed explanation of the problem. You may want to attach screenshots of what you're seeing.
3 - Logging In
You can open a ticket without logging into the system. Logging in will allow you certain additional features such as viewing your previous tickets or currently open tickets if you have any, as well as a few other features specifically for managers that will be coming soon. If you wish to sign-in you can click the “Login” button on any of these pages.
You will be redirected here: On this page you will sign in with your OSH email and Windows password. If you do not have an email account you can still sign in with your regular OSH Windows credentials, but you must enter it like an email address using your username in the username@oksurg.com format. You will not receive email notifications if you don’t have an email account, but you can still log in to view and manage your tickets.
4 - Viewing and Managing Tickets
Once you have created a ticket when signed in, you will see a new section at the bottom of your support home page that shows all open tickets under your account. You may click on an open ticket to open it in detail, where you can see the current status, assigned agent, any responses that may have been posted to the ticket, or reply yourself with additional details or attachments. You may also mark the ticket as closed if you wish to do so.
5 - Notifications
At the email address entered in the "Requester" field, you will receive notifications when you have created a ticket or when your ticket is updated. Once a ticket has been closed, you will no longer see it on your support homepage when logged in. If you open the left side menu, however, you can click on the “Tickets” option to see all your current or previous tickets within the ticketing system.