FAQs on How to submit a ticket...
Do you prefer that I put all the issues I need help with on one ticket or separate tickets?
Generally speaking, separate tickets are preferred. However, if an employee needs a workstation, for example, a computer with a monitor, keyboard & mouse, one ticket will suffice. The unit will likely be delivered together & all fulfilled by the same person or team.
If one staff has several problems I assume you would prefer it entered on one ticket?
Normally, separate tickets are preferred. Tickets are assigned & fulfilled based on the Main Category, Sub-Categories & Items. Therefore, if one person needs a new computer, a password reset, a desk phone extension change, and a name tag on their door, 4 different, specific people fulfill each of these requests and each would need to be assigned a to a separate ticket. If you accidently submit a ticket with two separate issues, don't worry. We can split them for you so please don't submit them a second time.
If I have multiple problems that I put in one ticket should I check Other at subcategory or just choose one of the problems and click on it?
Needing to choose multiple sub-categories for requests listed in one ticket is a great indicator that multiple tickets are needed. Tickets are automatically routed to specific individuals with specific skill sets.
Note:
A printer in need of toner, cleaning, or servicing in any way should not be submitted with any other request included. JAARS' third-party printer vendor has access to printer tickets. Therefore, the ticket needs to communicate the sole task of that vendor and not include any other dialog that could be confusing or distracting to the service request.