knowIT

IT Management Database (ITMDB) Sub-Categories

Calendars
Articles pertaining to the Calendars module in ITMDB.
IT Management Database (ITMDB) Articles RSS Feed
Can I cancel my own ticket?
Viewed 1530 times since Mon, Mar 30, 2015
While customers may wish to cancel a ticket when a problem is resolved prior to being addressed by a technician, there may be work going on behind the scenes. For that reason, only our dispatchers can cancel your ticket. To request that a ticket be... Read More
How can I provide feedback or additional details for my ticket?
Viewed 2357 times since Mon, Mar 30, 2015
As a customer, you can communicate with the dispatcher of a ticket simply by adding a Note to the ticket.  If you need to contact the technician regarding the specific work they will be doing, please do so by contacting them or sending them an... Read More
How can I search for a specific ticket?
Viewed 1662 times since Fri, Mar 6, 2015
After logging into the IT Helpdesk system at helpdesk.ok.ubc.ca with your Novell credentials, you have two options for searching for tickets and work orders - the Quick Search and the Advanced Search.  You can browse through your open,... Read More
How do I attach files to my Helpdesk ticket?
Viewed 1653 times since Mon, Nov 17, 2014
Follow these instructions to attach files to your existing Helpdesk ticket. Requirements: You can only attach files to a ticket that you've already created.  Go through the ticket creation process until you can view your created ticket. You... Read More
How do I view my open, completed and cancelled tickets?
Viewed 6301 times since Fri, Mar 6, 2015
Follow these instructions to view your open, completed and cancelled tickets. Instructions: Step 1: Login to the IT Helpdesk system at helpdesk.ok.ubc.ca with your Novell credentials. Need help logging in?  Click the Help link in the Login... Read More
How will I know when my ticket has been completed?
Viewed 2535 times since Mon, Mar 30, 2015
The first thing to note is that tickets may consist of multiple work orders, potentially with different due dates and assigned technicians. At any point, you can login to the IT Helpdesk system to check the status of your ticket and the individual... Read More
I have an employee that is leaving the university. How do I ensure that all accounts and services are discontinued or transferred?
Viewed 1568 times since Mon, Mar 30, 2015
Administrators looking to discontinue IT services for individuals that are leaving the university can use the Leaving UBC ticket entry form, a one-stop form with the ability to request deactivation or transfer of accounts, phone service and IT... Read More
I have an employee that is transferring into or out of my department. How do I ensure that accounts and services are discontinued or transferred?
Viewed 2153 times since Mon, Mar 30, 2015
Administrators looking to discontinue or transfer IT services for individuals that are transferring into or out of a department can use the Transfer In/Out ticket entry form, a one-stop form with the ability to request deactivation or transfer of... Read More
If additional work is required to resolve the same incident, can I re-open a ticket?
Viewed 1521 times since Mon, Mar 30, 2015
If a ticket has been completed or cancelled, but additional work is required to resolve the same incident, the ticket can be re-opened by the dispatcher.  As a customer, you can request that a ticket be re-opened by adding a note to that ticket.... Read More
My department is moving. Do I need to enter separate tickets for each individual equipment move?
Viewed 1386 times since Mon, Mar 30, 2015
If you are moving five or fewer individuals, please submit a ticket for each individual being moved. Login to the IT Helpdesk system at helpdesk.ok.ubc.ca with your Novell credentials Click the Enter a New Ticket (IT) link under IT, Media... Read More