Service Desk

Introduction

Welcome

Welcome to my Service Desk System. I have adopted this system as a replacement for regular email in order to more effectively handle requests from my prospective, current, and former students. The service desk system allows me to see your requests sooner, to respond to them more quickly, and to monitor each request until it is resolved. In cases where a TA or grader has been assigned to the course, this system allows you to communicate with them as well.

As you begin to use the Service Desk System, you will notice that I have adopted proftrainor (Prof Trainor) as my identity within the service desk system. This identity makes it easier for me to identify notifications that are sent to me by the Service Desk System. Please, don't let this new identity scheme discourage you from addressing me as Kevin, the name that I have always encouraged students to use.

Best Regards,

Kevin


Getting Started

The Service Desk System is made up of a series individual JIRA Service Desk projects. I have created a JIRA Service Desk project for each course that I teach. There is also a RECOMMEND service desk project for use by former students who are requesting recommendations. Finally, there is an OTHER service desk project that can be used when none of the listed service desk projects seem appropriate. The portal page for each service desk project has a unique URL. In the sections below, I have provided links to the service desk project portals to eliminate the need for you to copy and paste URL strings.

In order to make a request using one of the service desk portals, you must be registered on the server as a customer. If you are known to this JIRA server because of a course that you took from me in a prior semester, you can access a service desk portal page immediately using your existing credentials. If you are not known to this JIRA server from a previous semester, you will need to register before getting the chance to post a request.

Registration involves providing your email address. PLEASE USE YOUR UNIVERSITY EMAIL ADDRESS. You will also need to confirm your registration by responding to an email from the iCourse-JIRA Email Server. This confirmation process includes providing your name and choosing a password. Please identify yourself professionally and choose a secure password that you will remember.

If you are having an email-related problem while working with the Service Desk Server, please consult Help for Email-Related Problems.


Service Desk Portal Pages for Students