IT Service Request Process

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• Information Technology (IT) - Definitions

  Information Technology (IT) Terms Definition Team Ticket A support ticket created through myHR or by sending an email to otrs@infinit-o.com IT Jumpcloud Account Jumpcloud account or Login credential used to log in to various Infinit-O supported ...

• Manually Logging a Ticket

  Agents are able to create tickets from within Zoho Desk either to capture requests that did not come into the regular channels set up (such as if the team member raises a request over the phone). In these instances, it is still necessary to ensure a ...

• How to use Self Service Portal?

  OPTION 1: a. Go to Seach bar b. Type “ManageEngine Self Service Portal” the click Open c. Click the Sync Icon to initiate a scan, make sure it will adapt the latest date and time. d. Select the app you like to install then click the install button. ...

• Using Ticket Templates and Email Templates in a Ticket

  Email Templates Email templates when put to use, will reduce the time taken to draft a response while increasing the productivity of the agents. It will also come handy when you have a solution that can be suggested for multiple tickets. Zoho Desk ...

• Ticket Tabs

  Ticket Tabs Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. Let's take ...