Well, Ahmed expertly guided me to the solution: Log in to
https://uss.itservicedesk.msu.edu, click on the "My Requests" icon (the
one on the left side that looks like a couple sheets of paper,
underneath the house icon), then click on the link that says, "Don't see
your request listed below? Try looking here". Then you get a screen
with two tabs for open & closed requests that were submitted through the
I suppose I should have figured this out on my own. The training video
at https://go.msu.edu/uss-training also touches on this.
In summary, requests submitted through itservicedesk.msu.edu can be
tracked at both itservicedesk.msu.edu and uss.itservicedesk.msu.edu, but
requests submitted through uss.itservicedesk.msu.edu can be tracked only
through uss.itservicedesk.msu.edu. Thus, indeed, we should henceforth
do everything through uss.itservicedesk.msu.edu.
On 2016-09-02 12:49 PM, David McFarlane wrote:
> Thanks. I did open a ticket with the Service Desk yesterday. The tech
> at that time said exactly what I posted, requests submitted as a phone
> contact will not appear in uss. And I just got a nice private reply
> from Leo Sell, and he says the same thing.
> Leo also re-forwarded me the message we got about this on 11 Aug.
> Apparently, I was supposed to click on a link to take some training, but
> if I clicked on every link for training that I get here then I would
> never get any work done. So I tend to wait until I bump into a
> roadblock that makes it relevant to me, and go from there. Thanks to
> starting this thread, I got the training link, so I guess I should
> explore this first.
> I still think it weird that the "unified" system is not really unified.
> And I will continue to ignore uss so that I can deal with all my
> tickets in one place.
> -- dkm
> On 2016-09-02 12:22 PM, Issawi, Ahmed wrote:
>> Hello David,
>> Uss.itservicedesk.msu.edu and itservicedesk.msu.edu feed off of the
>> same ticketing system. You should be able to see ALL your requests
>> in uss.itservicedesk.msu.edu no matter how you submitted them. If
>> that is not the case please open a ticket with the Service Desk and I
>> can further research this.
>> -----Original Message----- From: David McFarlane
>> [mailto:[log in to unmask]] Sent: Friday, September 2, 2016 12:12 PM
>> To: [log in to unmask] Subject: [MSUNAG] itservicedesk.msu.edu vs.
>> Yesterday I learned that MSU IT Services seems to maintain two
>> different ticket tracking systems, itservicedesk.msu.edu and
>> uss.itservicedesk.msu.edu. If a ticket goes through
>> itservicedesk.msu.edu (e.g., I phone it in to MSU IT), then it does
>> *not* appear in uss.itservicedesk.msu.edu, I can manage it only
>> through itservicedesk.msu.edu. If I submit a ticket through
>> uss.itservicedesk.msu.edu ... well, I have not tried that experiment
>> yet, so I don't know if it stays restricted to
>> uss.itservicedesk.msu.edu, or if it would also appear at
>> This seems absurd to me, but what do I know? As for me, I will
>> ignore uss.itservicedesk.msu.edu and put everything through
>> itservicedesk.msu.edu, just so that I only have to deal with one
>> system to track everything.
>> -- dkm