Issue

I get emails from "Customer Support/Help Desk" with subject lines that read "*** Support Case 00000000 Alert ***".  What are they and how do I make sense of them?

Resolution

When you contact OIT (any department) with a support issue, a ticket will be created in Help Desk Online (HDO).  Tickets are typically created by the person with whom you originally initated contact regarding your support request.  The ticket is used internally by OIT staff to track and respond to support requests across the university.  Tickets are assigned to OIT staff responsible for the system or topic your request falls into.  If your ticket is multifaceted, your ticket may be assigned to more than one staff member as each item in your request is addressed.

If you receive a Case Alert email from "Customer Support/Help Desk" it means that either a ticket has been recently created for you, a ticket already assigned to you has been updated, or a ticket has been closed and your issue has been solved.

Case Alert emails are composed of five sections:

• Case Details
  
  Case details include your case number (which you can reference in communications with OIT so that we can quickly look up your ticket's current status), a description of the case, a priority setting, the technician currently assigned to the ticket, and the status of the case.
  
• Customer Information
  
  Customer information is your name and contact information (used by OIT staff)
  

• Case History
  
  The Case History section details updates made to your ticket; OIT staff, during the course of servicing your ticket information regarding the progress of the task(s) remaining will be updated.  The Case History is a log of all major work completed as part of addressing your case.

• Case Summary
  
  The Case Summary is a high level overview of the original issue that brought about the case.

• Case Resolution
  
  Upon completion of the task(s) related to your case, the final fix and/or work completed will be entered into the resolution.