{"id":1703,"date":"2014-12-19T09:29:45","date_gmt":"2014-12-19T17:29:45","guid":{"rendered":"https:\/\/www.hmc.edu\/cis\/?page_id=1703"},"modified":"2025-11-24T16:10:14","modified_gmt":"2025-11-25T00:10:14","slug":"footprints-helpdesk-ticket-tracking-system","status":"publish","type":"page","link":"https:\/\/www.hmc.edu\/cis\/services\/footprints-helpdesk-ticket-tracking-system\/","title":{"rendered":"&#8220;Request Tracker&#8221; Help Desk System"},"content":{"rendered":"\n<div class=\"wp-block-mudd2021-right-sidebar right-sidebar\" id=\"right-sidebar\">\n<h2 class=\"wp-block-heading\">Get Help<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Email<\/strong>:\u00a0<a href=\"mailto:he&#108;&#112;desk&#64;&#104;mc&#46;&#101;d&#117;\">&#104;&#101;&#108;pde&#115;&#107;&#64;&#104;&#109;&#99;&#46;edu<\/a><\/li>\n\n\n\n<li><strong>Online Chat<\/strong>:\u00a0<a href=\"http:\/\/helpdesk.hmc.edu\/\">helpdesk.hmc.edu<\/a><\/li>\n\n\n\n<li><strong>Phone<\/strong>:\u00a0<a href=\"tel:+19096077777\">909.607.7777<\/a><\/li>\n\n\n\n<li><strong>Normal Hours<\/strong>: 8:00 a.m. to 5:00 p.m., Monday to Friday<\/li>\n\n\n\n<li><strong>Other Forms<\/strong>:\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/hmc.kualibuild.com\/app\/64791a1f349df80208a9be0b\/run\">Request Audio\/Visual Support<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/hmc.kualibuild.com\/app\/648b7c16e0996f02081d9d70\/run\">Request a Loaner Device<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/hmc.kualibuild.com\/app\/64791a06349df8020898c348\/run\">Request a Lecture Capture<\/a>\u00a0(for Faculty)<\/li>\n\n\n\n<li><a href=\"https:\/\/docs.google.com\/forms\/d\/1fNBb1mUEBzRjgK1_0FJEzb1QP31hAwhuh4ibPv8tDfM\/viewform?edit_requested=true\">Request for Wireless Help<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/forms.gle\/wJfb1LYiHHmFDKgq8\">Fill out a\u00a0<\/a><a href=\"https:\/\/forms.gle\/wJfb1LYiHHmFDKgq8\">Customer Service Survey<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/outlook.office365.com\/owa\/calendar\/CIS&#79;nbo&#97;rdi&#110;&#103;&#87;&#111;r&#107;s&#104;o&#112;&#64;h&#109;c.&#101;du&#47;&#98;oo&#107;ings\/\">Schedule an Onboarding Session<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Service Description<\/h2>\n\n\n\n<p>Request Tracker is a ticket tracking system used by CIS to track help requests. Emailing <a href=\"mailto:h&#101;&#108;pd&#101;sk&#64;h&#109;&#99;.&#101;d&#117;\">h&#101;lp&#100;&#101;sk&#64;h&#109;&#99;&#46;edu<\/a>\u00a0will create a new request.\u00a0After creation, an automated reply is sent via email from\u00a0&#8220;HMC CIS Support&#8221; to notify the customer that a ticket has been created, and similarly for all updates to the ticket. You can send updates to tickets by replying to the generated emails. Notification is sent when a ticket has been closed with the opportunity for feedback through a survey.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Availability<\/h2>\n\n\n\n<p>Available to faculty, students and staff at HMC.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to Access the Service<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tickets can be created by CIS.<\/li>\n\n\n\n<li>Tickets&nbsp;are generated when an email is sent to&nbsp;<a href=\"mailto:h&#101;l&#112;&#100;e&#115;&#107;&#64;h&#109;c.&#101;&#100;u\">&#104;el&#112;desk&#64;&#104;m&#99;.e&#100;&#117;<\/a>.<\/li>\n\n\n\n<li>Submitting a Help Desk Request Form, Laptop Reservation Request, or AV Request Form also generates a ticket.<\/li>\n\n\n\n<li>Requests for after hours support must be made at least 1 week in advance<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Related Services<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All CIS Services can be requested using a ticket<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Related Links<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/hmc.kualibuild.com\/app\/64791a1f349df80208a9be0b\/start\">AV Request Form<\/a><\/li>\n\n\n\n<li>Laptop Cart Reservation Form<\/li>\n<\/ul>\n\n\n\n<p>For additional services, please email <a href=\"mailto:hel&#112;&#100;esk&#64;&#104;&#109;c&#46;e&#100;&#117;\">h&#101;lp&#100;e&#115;k&#64;hm&#99;.e&#100;u<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service Description Request Tracker is a ticket tracking system used by CIS to track help requests. Emailing h&#101;&#108;pdesk&#64;&#104;mc.&#101;d&#117;\u00a0will create a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":116,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1703","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/pages\/1703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/comments?post=1703"}],"version-history":[{"count":7,"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/pages\/1703\/revisions"}],"predecessor-version":[{"id":7249,"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/pages\/1703\/revisions\/7249"}],"up":[{"embeddable":true,"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/pages\/116"}],"wp:attachment":[{"href":"https:\/\/www.hmc.edu\/cis\/wp-json\/wp\/v2\/media?parent=1703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}