Creating a Support Request


Introduction:

This solution will show you the steps needed to create an IT support request.

 

Procedure:

1. Navigate to the Information Technology Help Desk portal in your browser by going to https://helpdesk.santabarbaraca.gov.

Fig. 1 IT Help Desk portal address in web browser


2. Click "Report a Problem".

Fig. 2 Report a Problem icon


3. If you are prompted to login, use your City network username and password.

Fig. 3 Network Login Prompt



4. On the Submit a ticket page, fill out the required fields. Try being as detailed as possible for faster troubleshooting and resolution.

  • Be mindful of the Urgency field. If all ticket are marked as High urgency then they will effectively all have the same priority.
  • The Browse button can be used to attach a file such as a screenshot, additional informational, or problematic file.
  • The Asset field can be used to select equipment associated with your user account, such as your computer. Note: Asset field may be empty as we are in the process of updating the inventory.

Fig. 4 Submit a ticket page


4. Click the Submit button. The ticket will be submitted to the Help Desk for review and will be worked on. You will be notified via email when the ticket has been completed. You can also review the status of your ticket(s) by clicking Your Tickets on the IT Help Desk portal.