The University of Georgia College of Veterinary Medicine

Creating Your Help Desk Account

Why Do I Need a Help Desk Account?

In order to improve our efficiency, track our performance, and plan for improvements we are asking all of our clients within the College of Veterinary Medicine to begin sending their requests for help to our new ticketing system. Requests for service can include the need to order a new piece of equipment, reporting issues with your PC, application problems, connectivity concerns, or even suggestions for improvement.

When Did We Get This Help Desk Ticket System?

The ticketing system has been in use since early September 2004. Your IT Services staff is gaining comfort in managing requests for service through the new system. Anyone that has sent a request for help to the VETHELP {click here} e-mail address has had an account automatically created in their name.

To date we have received almost 5000 requests for service and pride ourselves in improving our turn around time using this tool. As we continue to get a handle on the volume we are processing and can establish patterns of recurring types of problems, we can begin to apply creative, lasting technical, training, staffing level, or process related solutions to improve our service to you. In the meantime, we need your help.

How Do I Set Up an Account or Login?

To have your account setup simply send an e-mail to VETHELP {click here} and include the following information in the subject line:

New Help Desk Account Setup

Once this is received you will have a new account that you can log into at the following link: ITS HELP DESK.

Your initial login will be your complete e-mail address (e.g. sample@vet.uga.edu or sample@uga.edu). Once you login you can change this in the profile section to something shorter by removing the @vet.uga.edu extension in the field called Username and that will become your new login name.
Your initial password is also your complete e-mail address until you change it.

This change can be made in the profile area that should be evident once you login successfully. You can also add your department, building, room location, and other information in the profile area. If you find your room designation or building is not listed please let us know.

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How Do I Request Service?

There are three ways that you can have your request for service recognized and scheduled. In order of preference they are:

Browser Based Login – Through this portal (ITS HELP DESK) you can self categorize the specific nature of your request for help and, most importantly, review the history and status of the tickets you have submitted.
E-Mail - Send an e-mail to the VETHELP {click here} address. In your request for help please include a descriptor in the Subject of the e-mail message. Also, include the nature of your problem with as much detail as possible in the body of the message. Attachments can be included. Once your ticket has been received it will be categorized and scheduled.
Personal Contact – We are not trying to avoid personal contact so you can still place a phone call to 542-5124 if you are uncertain as to how to characterize the general nature of the problem for which you request help. Our preference would be for a ticket to be entered through one of the two previous mechanisms instead of hallway requests and telephone messages. This will guarantee that your request is captured and service can be dispatched.

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What About Priorities?

We assign priority designations on tickets based on how you characterize the ticket, its general problem type, and against the backdrop of existing priorities. As a rule it will be less likely your need will go unaddressed if a ticket has been created to document your call for assistance. Soon, we intend to begin assigning expected due dates to tickets which will give you a clearer idea of when your issue will be addressed and it will provide us with a time to resolve metric important to our service improvement goals.

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What If I Don't Think My Ticket is Complete?

Once we believe we have addressed your ticket we mark it Resolved. You will be notified by e-mail and have an opportunity to select Yes or No as to whether we successfully completed your request.

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Service Improvement is a Partnership

In order for service to improve we must do a better job of tracking our work on your behalf. We need your help to provide the service you deserve. Utilize the Ticketing System.

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