Morehouse College is pleased to announce the release of it’s new IT tracking system called Track-it.
Track-it will be used to track all IT related issues such as printing, email, wireless, application errors, installations, network and student dorm issues. With this new tracking system a user will be able to submit a ticket for assistance. Once a ticket is submitted the user will be given a ticket number to document and track the work performed and the resolution. After submission the ticket will be assigned to a Helpdesk Technician. Any time the ticket is updated the user will be notified of the updates via email. With Track-it you can also review any outstanding requests. Listed below are step by step instructions on how to login and enter a work order ticket.
IT HelpDesk
Download Track-IT end user Instructions (pdf)
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To Create a New Work Order on the Web:
1. In a browser go to http://helpdesk.morehouse.edu/tiweb70/selfservice
2. Add network username and password hit ok.
3.You should now see the Track-IT screen
4. Click
on Work Orders in the menu bar.
5. Click Add a New Work Order to open a new work order.
6. Enter a short summary of the problem in the Summary field.
Your Requestor login links to the system inventory files to retrieve
all relative information for the technician. Type a short description
of the problem or request in the Summary field. You can add more details
(if necessary) in the Description box at the bottom
of the form.
7. Enter a Call-back number that the technician can reach you at during business hours.
8. Select the Priority, Work Order Type, Sub-Type, and Category from
the options in the drop-down lists based on the type of action
required. Your installation determines which options are available
in these fields.
9. Click on ASAP or enter a requested completion
date. The level of your service agreement affects the time allotted
for resolution.
10. Describe the problem or request in more detail
in the Description field.
11. If you want to include a screen capture, document, or anything else that may help explain your problem, click the Browse button to locate the file that you want to attach.
12. Click the Submit button to create a new work order in the system.
13. A Request Confirmation displays to confirm receipt of the work order and provide the work order number.
Viewing Previous Requests
With a click of the mouse, you can see all work orders
currently in the system for your login (requestor).
To View a Previously Submitted Work Order:
1. Click on Work Orders in the menu bar.
2. Click on the Open Work Orders, Closed,
or All tabs to view your work orders in one of
these groups.
3. Click on a Work Order Number to view the details
of the request. Notice that you can add to the description of the
work order, print the work order, add an attachment to
the work order.
4. Click on Back to Your Work Orders to close
the detail view of a previous request and return to the list view.
