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Ahmed, 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. > > > Thanks > > Ahmed > > -----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. > uss.itservicedesk.msu.edu > > 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 > itservicedesk.msu.edu. > > 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 >