Basic HTML Version
Online Ticketing System
“Reach us ..
One of the main objectives we have at UITS is to improve our response time regarding requests and complaints. There-
fore, whether you have problems with your PC, have forgotten your password, or if you are facing any problems with any
IT Services provided by UITS, the new “Online Ticketing System�? will be the place to go. It provides the UAEU community
with another way to communicate with us.
The Online Ticketing System is part of “BMC Remedy Service Desk�?, which is an Incident Management application used by
UITS for managing all our requests and services. The Remedy Incident Management application is based on ITIL Standards
for incident management. It serves as the focal point for connecting our IT Helpdesk and our “end-users�? – yourselves!
Once an end user opens a ticket using this system, a pre-set process will start automatically. This process will first notify
our Helpdesk team, and in turn they will analyze the request and assign further tasks to IT units as required.
Who will be able to use Online Ticketing?
All faculty members, staff and students will have the ability
to initiate a new incident and track existing ticket status for
requests already made.
How to access to Online Ticketing system?
You can reach the system by browsing to (
http://
myremedy.uaeu.ac.ae
) and logging in with your UAEU Email
account and password details.
Assigning an incident starts by clicking on the “
Create a New
Request
�? button , then:
1. go to the “
Summary
�? field and enter a brief description
of the request/complaint, or select from the drop down
menu .
2. More details can be inserted in the “
Notes
�? field such as
Faculty, phone number, or office location .
3. The “
Add attachment
�? option allows the user to attach
any file which will help us to find out what the problem is
to fix it .
4. Finally, the user can then submit the request by clicking on the “
Save
�? button. He or she will then receive a no-
tification email, which will include the Incident Reference Number.
After the request or problem has been resolved, we will send you follow up email. This email message is to help us
monitor service quality and to get feedback from you in terms of your satisfaction with the process, response times
etc. With your participation, responses to these follow up emails will help us to improve our services and to better
serve our customers – yourselves!
How to Use Online Ticketing System?
The Online Ticketing System provides end
users with:
Simplicity
- web-based, reliable, & user-
friendly.
Prompt Problem-Solving -
troubleshoot-
ing user's issues on time.
Tracking Monitor
– check the progress of
your request.
THINK IT . UITS NEWSLETTER
| MAY 2012 |
5
By: FaƟma Al Nuaimi
UITS Services