Service Desk

The Service Desk manages support requests from the campus community.

How do I access 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.

What is my username for Service Desk?

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. 

How do I create a new ticket as a customer?

  1. Log in to https://help.umaryland.edu using your UMID and password.

  2. Click on New Request.

  3. Select the appropriate Category, Type, and ID.

  4. Complete any required fields — Classification, Summary, Description, etc.

  5. Complete any optional fields — Location, Room, etc.

  6. Click on Save.

  7. Review any FAQs or other proposed solutions/workarounds that are presented after submitting your ticket, and select Resolved if the FAQ solved your problem.

 

How do I create a new ticket as a technician?

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

How do I search for a ticket?

  1. Log in to Service Desk with your UMID and password. 
  2. Click on the Operations tab at the top of the screen.
  3. Click on the Search tab.
  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 column headers.
  6. Click on the link under the Ticket Number (No.) or the Request Detail column to view the ticket.

How do I find tickets assigned to me or my team?

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 Operations tab, then the Incidents tab.

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

How do I add or remove technicians from my team?

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

How do I add a note to a ticket?

  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.

 

 

 

     

    How do I add multiple notes to a ticket?

    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. 

     

    How do I add a note via email?

    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.

    How do I update or modify a note?

    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.

    How do I update a ticket’s status?

    1. Search for and open the ticket.
    2. Click on Edit.
    3. Update the ticket's Status on the Summary tab.
    4. Click on Save.
    5. Click on Done.

    How do I change the request type for a ticket?

    1. Log in to Web Help Desk 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.

    How do I assign a ticket to another technician within the same Tech Group?

    1. Log in to Web Help Desk 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.

    How do I escalate a ticket?

    1. Log in to Web Help Desk 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.

    How do I reassign a ticket to another Tech Group?

    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 in to Web Help Desk 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.

    How do I resolve a ticket?

    1. Log in to Web Help Desk 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.

    How are clients managed in Web Help Desk?

    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 a.m.

    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.

    How do I search for a client account?

    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. 

    What are the generic client accounts?

    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

    How do I submit a ticket via email from a form?

    The following fields can be passed from an email to a new ticket:

    • Customer name: This is established by the FROM: field in the email.
    • Team: This is established by the TO: field, which must match an existing alias email address associated with the appropriate team.
    • Category > Type > Number: This is established by the beginning of the SUBJECT: field, which must begin item # followed by the appropriate Item Number, which cannot have any spaces.
    • Subject: This is established by the rest of the SUBJECT: field after item # and the appropriate Item Number.
    • Description: This is established by the BODY of the email.

    NOTE: The Item Number must be associated with the same team established by the email address sent TO:.

    How do I add a client record manually?

    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
    Email

    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
    Password Select 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
    Location If 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.