Web Help Desk

Web Help Desk is the program used by multiple IT support groups around campus to track and manage support requests from the campus community.

For Web Help Desk Access, click here.

Web Help Desk Frequently Asked Questions (FAQ's)

  • Logging into Web Help Desk
    • How do I access the Web Help Desk
    • What is my username for Web Help Desk
    • How long is a Web Help Desk session?
  • Creating a New Ticket
    • How do I create a new ticket?
    • How do I use the CC and BCC option?
  • Searching for a Ticket
    • How do I search for a ticket?
    • How do I find tickets assigned to me?
    • How do I find tickets assigned to my Tech Groups
  • Adding Notes to Tickets 
    • How do I add a note to a ticket?
    • How do I add multiple notes to a ticket?
    • What does the background color of a note indicate?
    • How do I update or modify a note?
  • Updating the Ticket Status
    • How do I update a ticket’s status?
  • Changing Request Types
    • How do I change the request type for a ticket?
  • Re-assigning Tickets
    • How do I assign a ticket to another Technician within the same Tech Group?
    • How do I escalate a ticket?
    • How do I re-assign a ticket to another Tech Group?
  • Resolving a Ticket
    • How do I resolve a ticket?
  • Managing Clients
    • How are Clients managed in Web Help Desk?
    • How do I search for a client account?
    • What are the generic client accounts?
    • How do I use wild cards to find a client record?
    • How do I identify a client record’s source?
    • How do I edit a client record?
    • How do I add a client record manually?

Logging into Web Help Desk

Q:How do I access the Web Help Desk?
A:

The website for Web Help Desk is http://help.umaryland.edu.  Currently only Technicians can access the system through this website. 

If you are a customer, please contact your help desk to report an issue or to make a request. 

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Q:What is my username for Web Help Desk?
A:

Technicians should log in with their self-generated UMID and password. 

You will need to use your self-generated UMID as your user name.  The system will not recognize other IDs such as your 14-digit customer number or Employee ID number. 

If you have changed your self-generated UMID, please contact the IT Help Desk so they can update your Web Help Desk profile.
Currently only Technicians can access the system through this website. 

If you are a customer, please contact your help desk to report an issue or to make a request.  

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Q:How long is a Web Help Desk Session?
A:

Web Help Desk sessions last for 120 minutes. After 120 minutes technicians will need to log in again.

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Creating a New Ticket 

Q:How do I create a new ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password.  
  2. Click on the Tickets icon at the top of the screen.
  3. Click on the New Ticket button.
  4. Search for the Client.
    1. Enter the client’s name, email, User Name (UMID), or location and click on the Search button.  The * can be used as a wild card in searches. 
    2. Click on the Client’s Name to populate the ticket with the client’s information.  

      If there is only one match to your search criteria, the system will automatically load that record. 
      If the wrong client was selected, click on the “Unassign Client” button to return to the Client Lookup Screen.  

      NOTE: If you need to update a client’s contact information for this ticket, be sure to include that information in the Request Details. 

      To permanently update a client’s contact information in Web Help Desk, please see the FAQ for Editing a Client Record
  5. Click on the Ticket Details tab to enter the ticket information.
  6. Scroll to the Location section.
     
    By default, the client’s location should be populated from their client record.  If needed:
    1. Use the drop down menu to select Location.
    2. Enter the client’s Room.
  7. Scroll down to the Request Detail section.  Enter the following information:
Request TypeUse the drop down menus to select the appropriate request type
Subject

Enter a summary of the request. 

This appears in the subject line of the email notification the client and techs receive. 

Request Detail

Enter detailed information about the client’s request. 

NOTE: This information is visible to the client!  Check your spelling and be professional!

AttachmentsCurrently we advise against using the Attachment feature.  Once this becomes available the IT Help Desk will notify the Web Help Desk users.  
Tech Note

Enter information about any troubleshooting you have performed for this request. 

If you have resolved the issue, check the Solution check box. 

NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 

Work TimeEnter the amount of time you have spent on this ticket.
Status

Use the drop down menu to select the Status of the ticket. 

If you have resolved the issue, select the “Resolved” option.  Do not select the “Closed” option.


  1. Enter information for any Custom Fields.  
  2. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved. 
  3. Click the Save & Email button to submit the ticket.
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Q:How do I use the CC and BCC option?
A:

By using the Carbon Copy (Cc:) and Blind Carbon Copy (Bcc:) options in the Recipient area of a Web Help Desk Ticket, you can send email notifications to someone other than the client, tech, or group managers.  You can use this feature to send email notifications to individuals that do not have client or technician records in Web Help Desk. 

To do this, select the “Cc:” or “Bcc:” fields in the Recipient area of the ticket and enter an email address.  You can enter multiple addresses in the “Cc:“ or “Bcc:” fields by separating the email addresses with a semicolon.  For example:

address1@domain.com;address2@domain.com;address3@domain.com

The ticket will keep the Cc: and Bcc: fields populated through the life of the ticket.  Remember to uncheck the Cc or Bcc box if future notifications should not be sent to the address or addresses.

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  Searching for a Ticket

Q:How do I search for a ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Click on the Tickets icon at the top of the screen
  3. Click on the Search Tickets tab.
  4. Enter your search criteria.
     
    By default the Basic Search screen appears.  You can search by Ticket Number, Dates, Ticket Status, Assigned Tech, Location, Ticket Priority, and the Client’s Last Name.
     
    If you need to refine your search, click on the Advanced Search tab.  In an Advanced Search you can search for tickets using any ticket fields, including custom fields. 
     
  5. Click the Search button to perform the search.  
    If needed, the search results can be reordered by clicking on the column headers.
  6. Click on the link under the Ticket Number (No.) or the Request Detail column to view the ticket. 
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Q:How do I find tickets assigned to me?
A:

When you log into Web Help Desk the system should show the “My Tickets” screen which shows all open and resolved tickets assigned to you.  Here are instructions on how to return to the “My Tickets” Screen.

  1. Click on the Tickets icon.
  2. Click on the My Tickets tab.
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Q:How do I find tickets assigned to my Tech Groups?
A:

In Web Help Desk, technicians are members of one or more Tech Groups.  Here are instructions on how to view tickets assigned to your Tech Group. 

  1. Click on the Tickets icon.
  2. Click on the Group Tickets tab.
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 Adding Notes to Tickets

Q:How do I add a note to a ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Notes section.
  4. Click on the New button to create a new note.

    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
  5. Enter the amount of time you spent in the Work Time area.
  6. Scroll to the Status & Schedule section.  If applicable, use the Status drop down menu to update the status of the ticket.
  7. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved. 

    NOTE: If you choose to make the note of the ticket not visible to clients, be sure to uncheck the option to send the client email notification.  If you do not uncheck this option, the client will receive an ‘update’ email with a notes section that does not show a recent update. 
  8. Click the Save or Save & Email button to submit the ticket.
    NOTE: If you want to save your progress on a ticket, but do not want to send out email notification, click on the Save button.
     
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Q:How do I add multiple notes to a ticket?
A:

If you need to add multiple notes to a ticket, click on the Save button in the Notes area after you complete each note. 

When you are finished adding notes to the ticket, scroll to the bottom of the page and click on the Save or Save & Email button for the ticket.

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Q:What does the background color of a note indicate?
A:
BlueNote is visible to clients.
GrayNote is hidden from clients, is not visible to clients.
GreenNote contains the solution for the ticket.
YellowNote is entered by the client.

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Q:How do I update or modify a note?
A:

If you need to update or modify a note, click on the link for that note under the “Date” column. Click on the Save button in the Notes area to save changes. 

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 Updating the Ticket Status

Q:How do I update a ticket’s status?
A:

When working on a ticket, be sure to update the ticket status. 

  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Notes section.
  4. Click on the New button to create a new note.  Enter information on why the ticket status was changed. 
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
     
  5. Enter the amount of time you spent in the Work Time area.
  6. Scroll to the Status & Schedule section.  Use the Status drop down menu to update the status of the ticket.
  7. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved. 
    NOTE: When you change the request type, the assigned Tech Group may change as well.  Be sure to select the correct recipients who should receive email notification. 
     
  8. Click the Save & Email button to submit the ticket.
    NOTE: If you want to save your progress on a ticket, but do not want to send out email notification, click on the Save button.

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 Changing Request Types

Q:How do I change the request type for a ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Details section. 
  4. Use the drop down menus to change the Request Type
  5. Scroll down to the Notes section.
  6. Click on the New button to create a new note.  Enter information on why the Request Type was changed. 
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
     
  7. Scroll to the Status & Schedule section.  If applicable, use the Status drop down menu to update the status of the ticket.
  8. Enter the amount of time you spent in the Work Time area.
  9. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved. 
    NOTE: When you change the request type, the assigned Tech Group may change as well.  Be sure to select the correct recipients who should receive email notification. 
     
  10. Click the Save & Email button to submit the ticket.
    NOTE: If you want to save your progress on a ticket, but do not want to send out email notification, click on the Save button.

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Re-assigning Tickets

Q:How do I assign a ticket to another Technician within the same Tech Group?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Details section.
  4. Use the drop down menu to select the new Assigned Tech
  5. Scroll down to the Notes section.
  6. Click on the New button to create a new note.  Enter information on why the ticket was transferred. 
     
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
     
  7. Enter the amount of time you spent in the Work Time area.
  8. Scroll to the Status & Schedule section.  Use the Status drop down menu and select the Assigned status.
  9. Scroll to the Recipients section and verify who will receive email notification. 

    NOTE: If you choose to make the note of the ticket not visible to clients, be sure to uncheck the option to send the client email notification of this change.  
     
    If you do not uncheck this option, the client will receive an ‘update’ email with a notes section that does not show a recent update. 
     
  10. Click the Save & Email button to submit the ticket.
    If you want to just notify the technicians and not the client, click the Save button. 

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Q:How do I escalate a ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Details section.
  4. Click on the Escalate Ticket button next to the Tech Group area. 
  5. Scroll down to the Notes section.
  6. Click on the New button to create a new note.  Enter information on why the ticket was escalated.  
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
  7. Enter the amount of time you spent in the Work Time area.
  8. Scroll to the Status & Schedule section.  Use the Status drop down menu and select the ‘Assigned’ status.
  9. Scroll to the Recipients section and verify who will receive email notification.  
    NOTE: If you choose to make the note of the ticket not visible to clients, be sure to uncheck the option to send the client email notification of this change.  
     
    If you do not uncheck this option, the client will receive an ‘update’ email with a notes section that does not show a recent update. 
     
  10. Click the Save & Email button to submit the ticket.  
    If you want to just notify the technicians and not the client, click the Save button.

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Q:How do I re-assign a ticket to another Tech Group?
A:

Since different Tech Groups support different products, you must change the Request Type of the ticket if you want to assign it to another tech group.  

  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Details section.
  4. Update the Request Type of the ticket.  
    The Tech Group should change automatically. 
     
  5. Scroll down to the Notes section.
  6. Click on the New button to create a new note.  Enter information on why the ticket was transferred.  
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients. 
     
  7. Enter the amount of time you spent in the Work Time area.
  8. Scroll to the Status & Schedule section.  Use the Status drop down menu to select the ‘Assigned’ status.
  9. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved.    
    NOTE: If you choose to make the note of the ticket not visible to clients, be sure to uncheck the option to send the client email notification of this change.
       
    If you do not uncheck this option, the client will receive an ‘update’ email with a notes section that does not show a recent update. 
     
  10. Click the Save & Email button to submit the ticket.
    If you want to just notify the tech group and not the client, click the Save button.

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 Resolving a Ticket

Q:How do I resolve a ticket?
A:
  1. Log into Web Help Desk (https://help.umaryland.edu) with your UMID and password. 
  2. Search for and open a ticket.
  3. Scroll down to the Notes section.
  4. Click on the New button to create a new note.  Enter the information on how the issue was resolved. 
    NOTE: Unless you uncheck the “Visible to Client” option, this information will be visible to clients.  However, in most cases you will want the resolution for a ticket to be visible to the client. 
     
  5. Click the Solution check box. 
  6. Enter the amount of time you spent in the Work Time area.
  7. Scroll down to the Status section.
  8. Change the Status type to Resolved. Do not use the Closed Status.
    The system will automatically change the status of “Resolved” tickets to “Closed” after a few minutes  
     
  9. Scroll to the Recipients section and verify who will receive email notification when this ticket is saved.   
    NOTE: If you choose to make the resolution note of the ticket not visible to clients, be sure to uncheck the option to send the client email notification.  
     
    If you do not uncheck this option, the client will receive a ‘ticket resolved’ email without information on how this ticket was resolved. 
     
  10. Click the Save & Email button to submit the ticket.
    NOTE: After you initially save the ticket, remove all email recipients from the ticket to ensure that the user does not receive a duplicate “Closed” email. 
     
    To do this, scroll back down to the Recipients section.  Uncheck all recipients and click on the Save button. 

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Managing Clients 

Q:How are Clients managed in Web Help Desk?
A:

Most of the client information in Web Help Desk is updated via the myUM Directory.  The myUM Directory synchronizes with Web Help Desk once a day, around 2 or 3 AM.

If a client is a new student or employee, their Web Help Desk client account will be created automatically when their myUM Directory account is activated.   

If needed, a client record can be created for individuals who are not part of the myUM Directory.  These manually created records are not updated by the myUM Directory. 

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Q:How do I search for a client account?
A:
  1. Click on the Clients icon.
  2. Select the Basic Search or Advanced Search tab and enter the client’s name, email address, or user name.  
  3. Click on the Search button to find the client’s account. 
  4. Click on the client’s name in the Client Name column to open the client’s account.  

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Q:What are the generic client accounts?
A:

Three generic accounts have been set up in Web Help Desk.  These accounts can be used if a UMB student, staff, or faculty member does not have a Web Help Desk Client account created yet, but will have one in the future. 

  • umbstudent
  • umbstaff
  • umbfaculty

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Q:How do I use wild cards to find a client record?
A:

The * can be used as a wild card in searches.  Here are a few examples of using a wild card in a Last Name search:

*userWill find all client accounts ending with ‘user’.
user*Will find all client accounts starting with ‘user’ with any number of letters afterwards.
*user*Will find all client accounts that start with any number of letters, have the string ‘user’, followed by any number of letters afterwards.

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Q:How do I identify a client record’s source?
A:

You can identify the whether a client record was created by the myUM Directory or was created manually by checking the Client Info screen on a client record.  Access the Client Info page by searching for and opening a client record.  

myUM Directory Record
A client record created by the myUM Directory will have a “LDAP Connection” entry. 

The Password option is not present since the password is managed by the myUM Directory. 

Manually Created Record
A manually created (non-directory) record does not have an “LDAP Connection” option. 

A manually created record has a “Password” field available since the login is not managed by the myUM Directory. 

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Q:How do I edit a client record?
A:

Editing a myUM Directory Record
If the client record was loaded from the myUM Directory, remind the client to update their contact information on their employee, student or affiliate records.  

  • Employees can use the myUM Portal Self Service to update their campus contact information.
  • Affiliates can user the myUM Portal Self Service or contact the IT Help Desk with updates to their Affiliate Records.

Updates made to the Web Help Desk Client Record may not be permanent, unless that information is also changed in the myUM Directory. 
The next time the Web Help Desk record is synchronized with the myUM Directory, the information you manually changed in Web Help Desk will be overwritten by what is listed in the myUM Directory.  

Editing a non-myUM Directory Record
If you are updating a non-myUM directory record, updates will not be overwritten by the myUM Directory synchronization.  Here are instructions on how to update a non-myUM Directory client record:

  1. Click on the Clients icon at the top of the screen.
  2. Search for the client and open their Client record by clicking on the client’s name under the Client Name. 
  3. Click on the Edit Client button to edit the client’s information. 
  4. Update the client’s information. 
    NOTE: Some values such as User Name and email address must be unique.  If another client is already using the username or email address, Web Help Desk will not allow you to save the changes.  
     
    The following values are also required.  Web Help Desk will not allow you to save a record if it is missing these values:
  • First Name
  • Last Name
  • User Name
  • Email Address
  1. Click on the Save button to save the changes to this non-myUM Directory client record. 

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Q:How do I add a client record manually?
A:

To keep the client database organized, please thoroughly search for a client before adding them manually to the Web Help Desk.  

If you cannot find an existing record for a client, and the client will not have a record added to Web Help Desk through the myUM Directory in the near future, here are instructions on how to create a client account manually.  

  1. Click on the Clients icon at the top of the screen.
    Search for the client. 
  2. If you cannot find an existing record for the user, click on the New button.
  3. Enter the following information for the new client in the Client Info window. 
Field NameInformation EnteredRequired?
First Name

Enter the client’s first name.

Yes
Last Name

Enter the client’s last name.

Yes
E-Mail

Enter the client’s email address.

NOTE: This value must be unique.  If the email address is already being used in the Web Help Desk system, you will receive an error message when trying to save the record.

Yes
User Name

Enter the client’s email address as the username. 

NOTE: This value must be unique.  If the username is already being used in the Web Help Desk system, you will receive an error message when trying to save the record.

Yes
PasswordSelect the Random option. 
Active Account Ensure that the Active Account box is checked.  
Phone 

Enter the client’s phone number with the format xxx-xxx-xxxx

Example: 410-706-4357

 
Added by 

Select the group that you belong to.

Yes
Notes If needed, add information about the client.  This field is optional and is not required to create a new client record.  
Attachments At this time, we are not using the Attachment feature when manually creating a client record. 

Expand the Help Desk Location section.  Enter the following information

LocationIf applicable, use the drop down menu to select the client’s campus location
Room If applicable, use the drop down menu to select the client’s room
  1. Click on the Save button. 

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