GEA IT Helpdesk Manual
This manual explains how to create a Helpdesk ticket and use other available features on our site. (https://helpdesk.glovisea.com)
Before you begin, ensure you have a Helpdesk account. If you do not, click on the
Sign Up button located at the top right of the page.
Enter your First Name, Last Name, Work Email and click Register. It will send an email to you, to confirm your account. After you’ve confirmed your account, you may sign in.
Once signed in, you’ll see the homepage, as shown below:
You will see four main options. Browse Help Articles, Report an Issue, Request a Service, and Approve Requests.
Overview:
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Browse Help Articles: Access our knowledge base.
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Report an Issue: Submit a ticket for any problems or incidents.
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Request a Service: Use predefined forms to submit common requests.
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Approve Requests: Only applicable to designated approvers for reviewing and approving requests.
Help Articles:
When you click Browse Help Articles, the following page will appear:
Here, you’ll find articles designed to help you troubleshoot and resolve common issues. Such as, adding a printer, connecting to WiFi, or resetting an expired password.
We’ll continue adding new articles over time, so check back regularly for updates.
Create a Ticket:
Clicking Report an issue will take you to the following page:
The Requestor field will be pre-filled with your email if you are signed in. Enter a clear Subject that summarizes your issue and provide a detailed explanation in the Description box. You can also attach files to your ticket before submitting.
You can also Associate Assets with your ticket. If your issue involves your laptop, monitor, or another assigned device, click Associate Assets to see if that equipment is listed under your name in our system. If it is, associate it with the ticket. This helps us track how many issues that specific piece of equipment has had.
Request a Service:
Clicking Request a Service will take you to the following page:
Here, you’ll find pre-made forms to submit common requests. Such as, wireless mouse replacement, additional monitor, operations equipment, or software access. Check back regularly, as new forms may be added over time.
For example, to submit a Firewall Request, select Firewall form the left-hand menu, then click GEA Firewall Request Form.
Complete all the required fields.
Lastly, click Place Request.
Approve Requests:
Most users will not need to access the Pending Approvals page.
If you are part of the approval path for a request submitted through the Service Catalog, this is where you’ll see requests to approve or deny.
View my Tickets:
To view the tickets you’ve submitted and check their status, click the hamburger menu next to the GEA logo at the top of the page.
After this, click Tickets. This will take you to your tickets page, where you can view the status of each submission.
Once you’ve submitted a ticket, this is where you’ll see its status. You can view progress updates, review work completed, and add or read comments from the IT team. Example shown below.
Ticket Status Meanings:
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New: Ticket received; not yet assigned.
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Open: Assigned to an agent and being worked on.
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Waiting on User: Awaiting your response or input.
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Waiting on 3rd Party: Awaiting action or feedback from an external party.
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Long Term Project: Ongoing work that will require extended time to complete.
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Closed Pending: Resolved, awaiting your confirmation.
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Closed: Resolution confirmed; ticket fully closed.
We hope this manual has been helpful. If you have any questions or issues, please submit a ticket!