KB0063 – What Happens when I Log a Ticket?

A number of things happen after you submit a job to the ICT HelpDesk.

The sequence of events is this:

1. Your request takes its place in a job queue and the next available Ticket Number is assigned to it. You are immediately notified of  your Ticket No.

2. An email is sent to you confirming the job (ticket) number and giving you a link to track the progress of your help request – as per example below.

Ticket 1113
Hi Vin, Thank you for logging your Request on the ICT Helpdesk Portal. Your Request has been issued with Reference No. 1113. You are able to follow the progress of your ticket at any point using the following link: http://helpdesk.oakhill.nsw.edu.au/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=1113“>Ticket Information Should have any immediate queries relating to your ticket or would like a follow up on the status of your Request, you can simply reply to this email. Someone from the ICT Department will be in contact with you shortly. Kind Regards, Ryan Pigram

3. Your help request is assigned to a member of ICT team and is actioned in due course. Expect a response (and hopefully a solution) within 24-48 hrs.

4. The ticket is closed when the matter you have reported has been resolved.

Should you have any issues with this, please email the ICT Helpdesk by using the following link: Email the Helpdesk