Service Desk

Currently, only UMB users can access the system through this website. If you are a UMB employee or student, please contact your school/department help desk to report an issue or make a request.

Technicians should log in with their UMID and password. 

You will need to use your 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 email 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 school/department help desk to report an issue or to make a request. 

You can find additional information here: https://www.novell.com/documentation/servicedesk71/.

Send an email to help@umaryland.edu for detailed instructions, training information, etc.

1. Log in to Service Desk with your UMID and password. 
2. Click on the Requests tab at the top of the screen.
3. Click on the Search field in the upper right corner of the window.
4. Enter your search criteria.
    By default the Status = Active.
5. Click the Search button to perform the search.  
   If needed, the search results can be reordered by clicking on the arrows on the column headers.
   
6. Click on the link under the Request Number to view the ticket.
   

When you log in to Service Desk the system should show the “My Teams Tasks” filter, a screen that shows all open and resolved tickets assigned to your team. You also can select "My Tasks" from the Filter drop-down menu.

For more options, click on the Requests tab, then the Incidents tab.

For more information, click on Help link in the upper right of the screen.

To add or remove technicians from your team, email help@umaryland.edu.

1. Click on Add Note.
2. Update the Note Time.
   
3. Add your note, and make any appropriate formatting changes.
   
4. Mark the note Private (i.e., only technicians can see it) or Public (i.e., the customer can see it).
   
5. Select or de-select the appropriate Message Recipients.
   • To change the cc: list for Customers or Technicians, click on Draft, then edit the relevant Notification fields, then click on Add Note to return to the note.
     
6. Click on Add Note.
   

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

Reply to any of the emails from the system regarding the ticket in question.

Be careful not to edit the subject line — the incident number is key to making sure the appropriate ticket in updated.

Be careful who is cc'd in your email back to the system.

Be careful of who is currently listed on the Notification settings for the ticket in question.

1. Search for and open the ticket.
2. Open the ticket
3. Under the “General” section scroll down to the “Next Action” field.
4. Select the status for the ticket.
5. Click the Save icon on the upper right corner of the General section.