Table of Contents
Faculty, staff and students can request help from support staff by logging into the Online Help Request page from the UNC-Chapel Hill HelpSite (
http://help.unc.edu). Under the
Contact Us section of the HelpSite, select the hyperlink labeled
[ https://www.unc.edu/ar-bin/websub/index.pl ]
Submit/Update a request for help (https://www.unc.edu/ar-bin/websub/index.pl) to create, update, or check the status of a ticket or select the Other ITS Help Options, which takes you to a document listing the hyperlink above.
The Online Help Request login page will display the following text and a login prompt:
"Welcome to the Online Help Request page. You can submit a new help request, check or update existing open requests, and review resolved or closed requests. To begin using these services, log in below using your [ https://onyen.unc.edu/cgi-bin/unc_id/about.pl ] Onyen and password. If you do not have an Onyen, you can submit a request for some issues without one by clicking on the link below the login box."
Some Help Requests require Onyen authentication by entering an Onyen and Password to submit a request. Other support issues may be submitted by individuals without an Onyen. These support options include:
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HRIS Issues
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Internet/Email Issues
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Multimedia Classroom Setup
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Onyen Problem
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Security/Acceptable Use
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Telephone Issues
Most support options will require Onyen authentication with a username and password. If your login fails, please visit the [ http://onyen.unc.edu ] Onyen page or call 962-HELP for assistance. Remedy Services does not maintain password information for users.
After you have entered a valid onyen and onyen password, select the button. Upon successful authentication, the Online Help Request will open. Our discussion of the Online Help Request will be limited to the general help request form used by the majority of support groups across campus. Several support groups have specialized help request forms tailored to specific needs.
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Type of Help Needed: A required field. Select the appropriate menu item to classify your request. By selecting a value such as
Network Issue, your request will be routed to a support group that can provide assistance with your Network Issue.Some Types of Help Needed have a secondary classification. If the support group requires a second level of classification, the field below Type of Help Needed will display the text Choose a Secondary Issue. Select a value to describe your request in more detail. To help describe each type of help needed, select the button to the right of the Type of Help Needed menu.
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Problem Description: A required field. After selecting the Type of Help Needed field, help text provided by the support group is displayed in this field. Some groups request additional information specific to each type of help needed such as usernames, associated error messages that will aid in resolving your request. Any additional information that you would like to provide may be entered in this field.
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Email Address: A required field. The email address displayed is set by the onyen used to login to the Online Help Request. If you wish to be contacted via email at a different address, highlight the email address and enter an alternate value.
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Phone: A required field. The Phone field is also set by the onyen used to login to the Online Help Request. If you wish to be contacted at a different phone number than the one listed, highlight the number and type in an alternate number.
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Severity: Support organizations establish Service Level Agreements for responding to and resolving help requests based on several factors, including the Severity of the request. The UNC Campus has 3 severity values:
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Critical: ITS defines Critical as a computing problem that affects multiple users such that University business is disrupted, and an Emergency Change Notice is normally sent to the campus community or as a situation that affects an individual's health or safety, or as a computing problem that affects one person to the extent that they are unable to complete critical work.
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Important: ITS defines Important as problems that affect an individual but the problems do not prevent work in other areas.
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General: ITS defines General as problems that are neither critical nor important.
Most support groups have agreed to respond to genuine Critical requests within 15 minutes.
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Email Updates?: By default, this field is set to
No. If you would like to receive email updates to the email address listed on the form, selectYesfrom the drop-down menu. Please note that users may receive numerous email updates while the request is being completed.
If, at any time prior to selecting the button you decide to restart the process of defining your request, select the button to clear your selections.
After you have completed all required fields and selected the appropriate severity and update option, select the button to complete your request. A successful request submission will display verification page listing the 6 digit request number such as:
"Your request has been submitted. Your Problem Ticket Number is 486487. Please use this number as a reference if you call us. Thank you for using our service."
A confirmation email is also sent to the email address listed in the Online Help Request.
Login to the [ https://www.unc.edu/ar-bin/websub/index.pl ] Online Help Request page and select the blue Check/Update Requests link on the left side of the form. All open requests will be displayed in a table (example shown below). To update a specific request, select the Update link of the request you want to update.
Table 1. Example of Open Requests Table
| Ticket | Update | Created | Status | Short Description | Client's Problem Description |
|---|---|---|---|---|---|
| [ https://www.unc.edu/ar-bin/websub/index.pl?page=view&ticket=000000000477112 ] 477112 | [ https://www.unc.edu/ar-bin/websub/index.pl?page=update&ticket=000000000477112 ] Update | 3/10/2004 | Pending Analyst | Documentation | I was unable to publish document 4462.1 in the KMT. |
| [ https://www.unc.edu/ar-bin/websub/index.pl?page=view&ticket=000000000486487 ] 486487 | [ https://www.unc.edu/ar-bin/websub/index.pl?page=update&ticket=000000000486487 ] Update | 4/1/2004 | Assigned | Select a Short Description | Remedy Application Question |
After selecting the Update link, you can add additional information to your request. You can also choose to receive email updates for all modifications to your request. Select the button to add your entry to the request. Email notifications will be sent to the support group working on your request to inform them of additional information that has been added to the request. To view the entire contents of the request, select the request number. All worklog entries for the request will be displayed.
Login to the [ https://www.unc.edu/ar-bin/websub/index.pl ] Online Help Request page and select the blue Review Resolved/Closed Requests link on the left side of the form. All resolved or closed requests will be displayed in a table. Requests in a Closed Status cannot be updated using the Online Help Request. Resolved requests can be updated for up to 7 days after being set to a Resolved Status. To update a specific request, select the Request Number link of the request you want to update. Now select the Update This Ticket link at either the top or bottom of the request. Enter your new information in the Additional Information field and select the button to save your comments.
After submitting a request, modifying a request or viewing a resolved/closed request, select the blue button to exit the Online Help Request.
Copyright 2002-2007 The University of North Carolina at Chapel Hill.
This
work is licensed under a
Creative Commons Attribution 3.0 United States License.
