How do I Contact the Service Desk to Request Assistance with a Ticket?

What are some examples of things the Service Desk can Assist with?

  • Reclassifying a ticket (Service Request to Incident or vice versa)
  • Promote an Incident to a Problem
  • Create a Parent Incident or attach Child Incidents to an existing Parent Incident
  • Update the SLA and/or Priority assignment
  • Responsibility Reassignment

 

Option 1: Voice Call

The Service Desk can be reached at 1-833-955-5522 or: 

  1. Add the CTS Service Desk to Speed dial within TEAMS for ease of use
  2. Within TEAMS, select Calls from Menu
  3. Speed dial area is located on the right-hand side of the page
  4. If no Speed dials are identified, select Add
    1. In the Speed dial pop-up, enter CTS – Service Desk
    2. Select Add to save
  5. If Speed dials are identified, select person+ icon to
    1. In the Speed dial pop-up, enter CTS – Service Desk
    2. Select Add to save

 

Option 2: Add a Task to a Ticket

  1. Within the Ticket, select the +Add button
  2. Select Task

Uploaded Image (Thumbnail)

  1. Title the Task: SD Help
  2.  Add the Responsible group: CTS - Service Desk
  3. In the Description box, specify the assistance you are requesting (Convert to an incident or service request, etc.)
  4. Click Save
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