How to Submit a Request

The Help Desk Service Portal is here to help with all things technology at Missouri State University. If you have a question, need help, or want to submit a service request you can do that right here. The Help Desk Service Portal allows you to submit a request, track the work that's being done, and communicate with our technicians throughout the process. 

Step-by-Step Guide

How to Submit a Request

  1. In order to submit a request, you first need to choose a service that describes your request or the issue you are experiencing. To do this, you will need to use the Service Catalog.
    1. You can browse the full catalog by selecting the Services link at the top of the page.
      Services link in the top navigation bar.
       
    2. You can also search for a specific service using the search bar at the top of the page. Using the search bar will retrieve results from both the Service Catalog, the Knowledge Base, and the Questions forum. We recommend searching the Knowledge Base before submitting a request to see if your question or issue can be resolved by reading one of our articles.
      Search bar at the top of the page.
       
  2. Once you find the service that you need, there will be a button on the right side of the page that says "Request Help" or "Request Service". Click the button to fill out a ticket for your request.
    Request Help button
     
  3. Depending on the service you've selected, you might be prompted to log in before submitting the ticket. You will log in with your Office 365 username and password. See How to Log In to the Help Desk Service Portal for more detailed instructions.
     
  4. Different services require different information on the ticket, so fill out the ticket form with as much information as possible to help us solve your issue or complete your request.
    I can't login to my BearPass account ticket form
     
  5. If you are unsure what information to put on the form, you can use the Show Help button to see instructions for each field on the form.
    The Show Help button at the top right of the form
     
  6. After submitting your request, you will receive an email confirmation that a ticket was created. This email will have your ticket ID number in the subject line. Emails will be from the MSU Help Desk or the technician working on your ticket. Technician names appear as (Department) Firstname Lastname; for example, (Computer Services Help Desk) Boomer Bear. 
     
  7. To check on the status of your request and communicate with the technician(s) working on it, you can return to the Help Desk Service Portal and click the My Submitted Requests button on the Home page.
    My Submitted Requests button on the Service Portal Home page

To request help related to this article, please contact the Help Desk.

Details

Article ID: 97233
Created
Mon 2/3/20 11:09 AM
Modified
Sun 10/11/20 1:35 PM