Print

Print


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
>