Opening and Monitoring Technology Tickets

For the last few years, the Technology Department has been using a ticketing system to allow for tracking and streamlining of technology troubleshooting.  Many of you are already very familiar with opening tickets and it has been very helpful for our technology staff to keep ourselves organized.  What many of you may not know is that you can also track the progress of your open tickets and even respond to a technology coordinator's comments on your tickets.

Opening a Ticket

Most of you are all very well versed in this process but in the interest of showing the complete process here are instructions on opening a ticket

1. Go to https://tech.pemb.org or http://tech.pemb.org
2. On the top right you will see the following:
   
3. Clicking on the "SUBMIT TICKET" link will take you to a new screen
   
4. The first field, "Category", is where you will select the building you are in so that the ticket gets sent to the proper building tech:
   
5. Once you have selected the building you are opening a ticket for a new field, "Support Request Type" will appear giving you choices on what type of technical assistance you need:
   
6. It is extremely important that the "Message" section has much detail as possible in regards to your request so that your building tech knows what they are investigating.
7. Please make sure that you are filling in the contact info correctly as well as this comes into play when tracking your open tickets later on. **SEE THE SECTION BELOW**
   
8. Once all the necessary information is filled in click the "Create Ticket" button and the ticket will be submitted to your building's technology coordinator

Monitoring Open Tickets

Now that you have opened a ticket you have the ability to monitor, additional info and respond to a tech's comments on your open tickets.

1. Go to https://tech.pemb.org or http://tech.pemb.org

    

2. On the top right click on "Login" and you will be brought to a new window that looks like the one below:
   
3. Click on the button "Google Apps" and as long as you are logged into your Google Chrome Browser with your Google credentials.  NOTE: if you are using a browser other than Google Chrome you will be prompted for your Google Login Credentials and then you can proceed.
   
4. You will be brought to a new window with all of the tickets you have opened.
   
5. Here you can see the status of your previously opened tickets, view any comments or responses from the assigned tech, add additional information, or respond to a tech's comments on the ticket.
   NOTE: if you add a comment to a ticket that is marked as Solved or Closed the ticket will automatically be re-opened.