Usage of the ESSIC OITC Support System

Introduction

On November 02, 2015, the ESSIC Office of Information Technology and Communication (OITC) will operationally adopt a web-based request system that will serve as the sole conduit for Center technical support. The system is being implemented to more effectively manage, track, and prioritize the Center's growing volume of technical support requests, while providing greater workflow transparency across the entire technical staff.  The system will also establish a historical request archive that can be utilized by OITC team members for reference and training purposes and serve as a source for user knowledgebase content. 

Access to the support system will be possible through both a web-accessible form and via an email component. A linked knowledgebase repository of frequently asked questions is also bundled with the web-based component.  

Going forward, ALL REQUESTS for IT support must be initiated through either the online form or via the email conduit.  (If you're unable to access your system or the internet at the time of your request, a submission will be created on your behalf by an OITC team member.)  

Request System In-Roads  (Details below)

1. Direct web link:   http://essicitsupport.umd.edu (Note: The “IT Support” heading at the “top right” portion 
2. of all ESSIC web-site pages is linked to the above.)
4. e-mail: essicsupport@umd.edu

 Submitting a New Support Request Directly

1. Navigate to the support request system with the following URL:  http://essicitsupport.umd.edu
2. From the request system 'Main Page,' click the large 'Submit a request' button.
3. Complete the form with the details pertaining to your request and click the 'Submit.'
4. Upon submittal, a 'request summary email' message will be automatically sent to the address provided on the request form. Please note that the link provided in the email is a direct link to your request; By following the link, you can add or edit information, view comments, and track progress.

 Submitting a New Support Request via E-Mail

1. Compose a new e-mail message to 'essicsupport@umd.edu' in the client of your choosing.
2. Please use the 'Subject Heading' to denote the issue or type of support required. 
3. Enter the details of the request into the body of the e-mail message and send.
4. Once submitted, a 'request summary email' message will be automatically sent to the originating email address.  Please note that the link provided in the email is a direct link to your request; By following the link, you can add or edit information, view comments, and track progress. 

 Request System KnowledgeBase Component: (For FAQ's and self-resolution)  

 Using the Support System Knowledgebase

1. Navigate to the request system 'Main Page.'  (http://essicitsupport.umd.edu)
2. To search the knowledge base, use the 'Search help' search box at the top of the page.
3. If you would like to browse the knowledgebase categories and articles manually, click the 'View entire Knowledgebase' link at the bottom of the page.
4. If you find a particular knowledgebase article to be helpful (or not), please click the 'Yes' (or 'No') link at the 'Was this article helpful?" prompt, located at the bottom of each article page. This feedback assists OITC staff in determining which provided solutions are helpful and which require additional information or clarity.

(Note: If the subject field of a new support request should match a particular knowledgebase article, a link will be automatically presented to the request initiator, which may enable self-resolution.)