The Trouble Ticketing System is designed to assist in providing fast, accurate resolution of computer problems within the University of Florida Libraries. Trouble Ticketing enables the dispatching of service requests to the appropriate Systems personnel and maintains a database of these computer-related problems. This database serves to assist Systems personnel in the updating and monitoring of these computer problems, following through to the final resolution of all service activities.

ACCESSING THE TROUBLE TICKETING SYSTEM

The following contains directions for accessing and manipulating the Trouble Ticketing System from the Systems Trouble Tickets Database used in Library Systems.

• Open the Ticket Track icon on the desktop.

  This will open up the Trouble Ticket Database. You then have the option to:

  • a) Enter a Ticket

  • b) Review Tickets

  • c) Run Query/Print Tickets

Entering a Ticket

To Enter a Ticket, click the "enter ticket" button followed by the "go gator" button. This will bring up the Ticket Entry Page. In the appropriate fields, type in the caller's name & phone number. Choose the problem type and the name of the person assigned to the ticket. Under the field for the problem description, type in a brief synopsis of the problem. Click "yes" or "no", indicating whether the problem is solved. When you have completed the ticket, click on the "enter ticket" button. A Ticket Track window will appear, announcing that the ticket has been added to the table. Click on "OK".

Reviewing a Ticket

To Review Tickets, click the "review tickets" button - then "go gator". Scroll down to the ticket number you are wishing to adjust. You may change the data in any of the fields from this screen - it is primarily used to close out a ticket. When a ticket has been closed, change the "T" to an "F" in the corresponding ticket's "Open" field.

Running a Query/Printing Tickets

To Run a Query/Print Tickets, click on the "Query" button, then "go gator".This will open to the Report Menu screen. Click on "Reports". This gives you the option to run either a "Daily Open" or "Individual Open" ticket query. Click on the desired query and wait for the report to be prepared. When the report is complete, click the printer icon located on the toolbox at the top of the page to get the hardcopy.

Assigning Tickets

• EMAIL - passwords that have expired, insufficient funds, MS Exchange/Outlook problems:

  Suzy, Bill, Winston, Bobbie

• HARDWARE - equipment malfunctions :

  Will , Bobbie , Geoffrey

• SOFTWARE - problems occurring with software applications :

  Winston, Ying, Hilton

• LIAISONS - Problems/questions from a Library department's contact person :

  Bill

• NETWORK - problems accessing the System, wiring problems :

  Bill , Will , Bobbie , Geoffrey

• TAPES - patrons, library personnel with questions concerning the Tape Library :

  Debra

• FCLA,OCLC - Luis/ Notis problems :

  Rich

• UF HOMEPAGE/WWW - questions on accessing UF Homepage or the Internet :

  Suzy, Rich

• ILL/ACCOUNTING - Interlibrary Loans & Accounting problems :

  Winston