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Office of Information Technology (OIT)

UT Arlington
OIT: Office of Information Technology

helpdesk@uta.edu ·  Work Order · 817-272-2208 · System Status

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Handling Associate Tickets

Description:

Desktop Support Technicians will review the pending queue tickets, and any tickets from these Associates or department should be picked up by the technician assigned to that Departmental Associate.  Then technicians should respond to these tickets immediately, since these faculty/staff are helping us do our job.

How to Use:

Call Ticket Is Placed By Client (not Associate):

  1. The Help Desk will place a call ticket and assign it to Desktop Support team.
  2. The Technician will e-mail client and Desktop Associate for that department.
    a. We will provide the call ticket # to refer to, as well as all the info we have from the client.
    b. The Associate will let us know if its something they can take care of and resolve or if they want someone else to do it.
    c. Check back with the Associate if you have not heard back from them within 24 hrs.
  3. These tickets are placed in the Technician's queue.
    a. Change status to #3 (on hold)
    b. Keep ticket open until the Associate e-mails letting us know they are handling the issue and/or has resolved it.  Technicians will paste this e-mail into the call ticket journal and close the ticket out.
  4. If the Associate cannot resolve the issue, the Associate can call their assigned Desktop Support Tech, and will provide any additional information.
  5. If you cannot reach your Technician, the Associate should also call the Help Desk at 2-2208 and refer to the call ticket # that has already been assigned. Give any new info to the Help Desk and they will notify the Desktop Support team.
  6. The Technician that has your call ticket will contact you in order to setup a date/time to get this issue resolved in a timely manner.

Call Ticket Is Placed By Associate:

  1. The Help Desk will place a call ticket and assign it to Desktop Support team.
    a. Associates should let the Help Desk know that they are a Department Associate, give the actual client's name, all necessary info, and include their name and direct phone # where we can contact you.
  2. Your assigned Desktop Support Technician will pick your call ticket and contact you in order to setup a date/time to get this issue resolved in a timely manner.

If the Technician who has your call ticket is working on an Urgent ticket, the Technician will resolve the Urgent ticket first and then the Associate ticket.