{"id":3541,"date":"2024-05-01T15:55:08","date_gmt":"2024-05-01T22:55:08","guid":{"rendered":"https:\/\/blogschapman.wpenginepowered.com\/information-systems\/2024\/05\/01\/how-to-submit-a-service-request-to-ist\/"},"modified":"2024-05-01T15:55:08","modified_gmt":"2024-05-01T22:55:08","slug":"how-to-submit-a-service-request-to-ist","status":"publish","type":"post","link":"https:\/\/blogs.chapman.edu\/information-systems\/2024\/05\/01\/how-to-submit-a-service-request-to-ist\/","title":{"rendered":"How to Submit a Service Request to IS&amp;T"},"content":{"rendered":"<p><span data-contrast=\"none\">The IS&amp;T Service Desk team has observed a significant increase in the number of tickets being submitted through email. This method, while convenient for submitting requests, does not support efficient sorting of tickets. As a result, this can lead to prolonged resolution times as prioritizing and addressing issues effectively becomes more challenging.<\/span><\/p>\n<p><span data-contrast=\"none\">To enhance the efficiency of our ticket processing and ensure faster resolution times, we request that you refrain from using email to create tickets whenever an alternative method is available. Using the designated ticket submission channels, we can streamline our handling processes and improve overall service delivery. We appreciate your cooperation in making these adjustments.<\/span><\/p>\n<p><span data-contrast=\"none\">The service ticketing portal, powered by Jira, offers several efficiencies and advantages over traditional methods like email, particularly for managing support requests.<\/span><\/p>\n<p><b><span data-contrast=\"none\">Here are the key reasons why:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Structured Data Collection: The ticketing portal prompts users to provide specific information that categorizes and details their issues. This structured input ensures all necessary details are included from the start, reducing the need for follow-up questions and enabling faster resolution.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Automated Routing and Prioritization: The system can automatically classify and route tickets to the appropriate department or support staff based on the information entered. It also prioritizes issues based on severity, ensuring that critical problems are addressed promptly.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Tracking and Status Updates: The portal allows users and support staff to track the progress of requests in real time. Users can check the status of their tickets at any time, and support teams can easily see queues and histories, improving transparency and accountability.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Improved Communication: Communication features like updates, comments, and alerts within the ticketing portal keep all stakeholders informed. This centralized communication eliminates the confusion and delays that can occur when using email threads.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Click on the button for quick access to the Service Desk portal:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><a href=\"https:\/\/chapman.atlassian.net\/servicedesk\/customer\/portal\/3\" rel=\"attachment wp-att-3543\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3543\" src=\"https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2024\/04\/button_service-desk-portal.png\" alt=\"Click on this button to access the Service Desk portal\" width=\"271\" height=\"57\" srcset=\"https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2024\/04\/button_service-desk-portal.png 381w, https:\/\/blogs.chapman.edu\/information-systems\/wp-content\/uploads\/sites\/68\/2024\/04\/button_service-desk-portal-300x63.png 300w\" sizes=\"auto, (max-width: 271px) 100vw, 271px\" \/><\/a><\/p>\n<p><span data-contrast=\"auto\">Please note that you will need to sign in with your Chapman Credentials before submitting a ticket. <\/span><span data-contrast=\"none\">Upon accessing the portal, you&#8217;ll find various ticket types available for creation. Kindly review the options to ensure your ticket is directed to the appropriate department within IS&amp;T.<\/span><\/p>\n<p><strong>You may also access the Service Desk ticketing portal and contact us by visiting the <\/strong><a href=\"https:\/\/www.chapman.edu\/campus-services\/information-systems\/services\/service-desk\/index.aspx\"><span data-contrast=\"none\">Service Desk information page<\/span><\/a><span data-contrast=\"none\">.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Thank you,<\/span><\/p>\n<p><span data-contrast=\"auto\">Chapman University Information Systems &amp; Technology (IS&amp;T)<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The IS&amp;T Service Desk team has observed a significant increase in the number of tickets being submitted through email. This [&hellip;]<\/p>\n","protected":false},"author":3283,"featured_media":2736,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"custom_author_name":"","chapman_pin_hero_slider":"","footnotes":""},"categories":[23,250,26],"tags":[13,16,25],"class_list":["post-3541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ist","category-service-desk","category-technology","tag-ist","tag-service-desk","tag-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Information Systems &amp; Technology | Chapman Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.chapman.edu\/information-systems\/2024\/05\/01\/how-to-submit-a-service-request-to-ist\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Submit a Service Request to IS&amp;T - Information Systems &amp; Technology\" \/>\n<meta property=\"og:description\" content=\"The IS&amp;T Service Desk team has observed a significant increase in the number of tickets being submitted through email. 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