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.
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