NDUS Help Desk

The University System Help Desk is gearing up to field general technical questions relating to ConnectND including problems with user name or passwords, navigational issues and system errors.

The NDUS Help Desk can be reached toll-free between 8 a.m. and midnight at 1-866-457-6387 or by e-mail at help.desk@nodak.edu. Problems can also be reported over the Web via an online ticket submittal form available at http://www.help.nodak.edu.

In the near future, the Web site will post frequently asked ConnectND technical questions and their answers. General questions about ConnectND can be submitted to the project Web site: http://www.nodak.edu/connectnd/.

Q & A: Help Desk:

Is it better for NDSU people to fill out a Remedy ticket directly, or to call the HelpDesk about problems?

If it is an issue that we can take care of "right away," give the NDUS Help Desk a call. This would be password changes, to report slowness and other general issues.

The web submittal form http://www.help.nodak.edu/connectnd.html is best used for detailed error to make sure the whole and complete error and situation is entered properly.

What is the process that occurs after a call is made to the HelpDesk or after someone fills out a Remedy ticket? That is, what is the flow of information in getting the problem logged, reported to a problem solver, addressed, and finally reported back to the person who submitted the problem report?

All web and telephone tickets come into the NDUS Help Desk; we try to do what we can and gather the appropriate information. When the ticket is opened, an e-mail message is sent to the user stating that a ticket was opened, giving them a description of the problem, the ticket number and the date/time the ticket was opened.

The ticket is assigned to the appropriate ConnectND support group and that group is sent an e-mail notification that a new ticket was assigned to them.

That group does any follow up, contacts the user and resolves the ticket. When a ticket is resolved, the user is again sent an e-mail messages stating that the work has been completed. Again they are given the ticket number, description of the problem and the date/time the ticket was opened.

The ConnectND staff has requested that the resolved e-mail message also include a dialog of what was done. We are looking into this.

Is there anything we should be telling NDSU people about reporting ConnectND problems that will take some of the load off the HelpDesk?

Here are a few things:

1) If it is a non-urgent detailed problem, filling out a web ticket would be best. Be sure to include:
their name, name of system they are using, name of sub-system they are using, all needed information EMPLIDs, account numbers, vendor numbers, etc), what they are trying to do and what is happening, include error messages.

If information is missing, someone will need to call the user back to get the information and this will cause a delay in resolving the issue.

2) User can check to see if ConnectND is up or down by going to the NDUS Help Desk http://www.helpcenter.nodak.edu and clicking the "ConnectND Status." (Currently the link says ConnectND Student Administration Status, but we are change this soon).

3) If the problem is urgent, password related or other general issues, they should give the NDUS Help Desk a call.

4) IMPORTANT
Do not call or e-mail the NDSU/ITS Help Desk with ConnectND issues. This call will most likely be answered by a student, and they will be unable to provide detailed assistance. The user may end up waiting in another queue for ConnectND support.