{"id":9569,"date":"2021-07-28T13:12:14","date_gmt":"2021-07-28T11:12:14","guid":{"rendered":"https:\/\/blog.rwth-aachen.de\/itc\/?p=9569"},"modified":"2023-05-17T10:13:31","modified_gmt":"2023-05-17T08:13:31","slug":"noch-mehr-transparenz-fuer-euch-supportlevel-jetzt-im-ticket-portal","status":"publish","type":"post","link":"https:\/\/blog.rwth-aachen.de\/itc\/en\/2021\/07\/28\/noch-mehr-transparenz-fuer-euch-supportlevel-jetzt-im-ticket-portal\/","title":{"rendered":"More transparency for you &#8211; <br \/>the support level is now viewable in the ticket portal"},"content":{"rendered":"<div class=\"twoclick_social_bookmarks_post_9569 social_share_privacy clearfix 1.6.4 locale-en_US sprite-en_US\"><\/div><div class=\"twoclick-js\"><script type=\"text\/javascript\">\/* <![CDATA[ *\/\njQuery(document).ready(function($){if($('.twoclick_social_bookmarks_post_9569')){$('.twoclick_social_bookmarks_post_9569').socialSharePrivacy({\"txt_help\":\"Wenn Sie diese Felder durch einen Klick aktivieren, werden Informationen an Facebook, Twitter, Flattr, Xing, t3n, LinkedIn, Pinterest oder Google eventuell ins Ausland \\u00fcbertragen und unter Umst\\u00e4nden auch dort gespeichert. N\\u00e4heres erfahren Sie durch einen Klick auf das <em>i<\\\/em>.\",\"settings_perma\":\"Dauerhaft aktivieren und Daten\\u00fcber-tragung zustimmen:\",\"info_link\":\"http:\\\/\\\/www.heise.de\\\/ct\\\/artikel\\\/2-Klicks-fuer-mehr-Datenschutz-1333879.html\",\"uri\":\"https:\\\/\\\/blog.rwth-aachen.de\\\/itc\\\/en\\\/2021\\\/07\\\/28\\\/noch-mehr-transparenz-fuer-euch-supportlevel-jetzt-im-ticket-portal\\\/\",\"post_id\":9569,\"post_title_referrer_track\":\"More+transparency+for+you+%26%238211%3B+the+support+level+is+now+viewable+in+the+ticket+portal\",\"display_infobox\":\"on\"});}});\n\/* ]]> *\/<\/script><\/div><p><div id=\"attachment_9574\" style=\"width: 310px\" class=\"wp-caption alignright\"><a href=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal_Teaser.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-9574\" class=\"wp-image-9574 size-full\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal_Teaser.png\" alt=\"Screenshot of the overview page in the ticket portal\" width=\"300\" height=\"200\" \/><\/a><p id=\"caption-attachment-9574\" class=\"wp-caption-text\">Source: <a href=\"https:\/\/pixabay.com\/images\/id-3461405\/\">Pixabay<\/a><\/p><\/div><\/p>\n<p>The <a href=\"https:\/\/help.itc.rwth-aachen.de\/en\/service\/b734502cd73e4201b1f763a65a61bf9c\/\">IT-ServiceDesk<\/a> is the central point of contact for all questions relating to the <a href=\"https:\/\/www.itc.rwth-aachen.de\/cms\/it-center\/~rcyys\/Services\/lidx\/1\/\">IT Center&#8217;s IT services<\/a>. The support requests we receive every day are very diverse. To avoid losing track of them, all requests are recorded as &#8220;tickets&#8221;, assigned a unique ticket number\/reference number for further tracking, and stored in an IT service management tool for further processing. To increase the transparency of ticket processing for our users, the IT Center offers a web interface to the <a href=\"https:\/\/ticketportal.itc.rwth-aachen.de\/helpLinePortal\">Ticket-Portal.<\/a><br \/>\n<!--more--><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<div id=\"attachment_9576\" style=\"width: 310px\" class=\"wp-caption alignright\"><a href=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-9576\" class=\"wp-image-9576 size-medium\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2-300x158.png\" alt=\"Screenshot of the overview page in the ticket portal\" width=\"300\" height=\"158\" srcset=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2-300x158.png 300w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2-1024x539.png 1024w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2-768x404.png 768w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2-1536x808.png 1536w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-2.png 1912w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><p id=\"caption-attachment-9576\" class=\"wp-caption-text\">Overview page of the ticket portal.<br \/>Source: Own illustration<\/p><\/div>\n<p><strong>What are the benefits of the ticket portal?<\/strong><\/p>\n<p>The ticket portal allows users to view their existing requests, check the status, submit new requests or respond to existing ones.<\/p>\n<p>In addition to the status of current requests, users can now also view the support level.<\/p>\n<p><strong>What do the individual statuses and the support level mean? <\/strong><\/p>\n<p>There are 4 different statuses that a request can have:<\/p>\n<p>&#8220;Open&#8221;: The request has been received by the IT ServiceDesk<br \/>\n&#8220;To check&#8221;: The request is being processed. A feedback from the IT center will be provided soon.<br \/>\n&#8220;Waiting for&#8221;: Waiting for a feedback from the requestor or a party involved.<\/p>\n<div id=\"attachment_9577\" style=\"width: 310px\" class=\"wp-caption alignright\"><a href=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-9577\" class=\"wp-image-9577 size-medium\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3-300x157.png\" alt=\"Screenshot of the overview page with closed requests\" width=\"300\" height=\"157\" srcset=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3-300x157.png 300w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3-1024x536.png 1024w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3-768x402.png 768w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3-1536x804.png 1536w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/Ticket-Portal-3.png 1923w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><p id=\"caption-attachment-9577\" class=\"wp-caption-text\">Overview page with closed requests<br \/>Source: Own illustration<\/p><\/div>\n<div id=\"attachment_9578\" style=\"width: 310px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-9578\" class=\"wp-image-9578 size-medium\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1-300x152.png\" alt=\"Screenshot of the overview of all requests with status\" width=\"300\" height=\"152\" srcset=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1-300x152.png 300w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1-1024x517.png 1024w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1-768x388.png 768w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1-1536x776.png 1536w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2021\/07\/ticketpool-1.png 1918w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><p id=\"caption-attachment-9578\" class=\"wp-caption-text\">Overview of all requests with status<br \/>Source: Own illustration<\/p><\/div>\n<p>&nbsp;<\/p>\n<p><strong>Support levels are divided into 1nd and 2nd:<br \/>\n<\/strong><br \/>\n1nd: Processing is done by the IT-serviceDesk.<br \/>\n2nd: The request is processed by a specialist department.<\/p>\n<p>Now you can see more precisely where your request is currently being processed.<\/p>\n<p><strong>Who can use the ticket portal? <\/strong><\/p>\n<p>Currently, students, employees and members of the RWTH have access to the portal. An\u00a0<a href=\"https:\/\/help.itc.rwth-aachen.de\/en\/service\/rhb2fhkpjhb7\/article\/bad327f9067a4b15a3e0e424a0afc531\/\">IT Center Ticketportal Accoun<\/a>t is required for use. You can easily activate it yourself in the <a href=\"https:\/\/idm.rwth-aachen.de\/selfservice\">IdM Selfservice<\/a> of Identity Management.\u00a0Employees of the RWTH need the TIM-Campus-Coupling.<\/p>\n<p>Further information and explanations about the ticket portal can be found on <a href=\"https:\/\/help.itc.rwth-aachen.de\/en\/service\/cd2613e9426f4dac9c76dd9b5342a29d\/\">IT Center Help<\/a>.<\/p>\n<p>Responsible for the content of this article is <a href=\"https:\/\/www.itc.rwth-aachen.de\/cms\/IT-Center\/IT-Center\/Team\/~epvp\/Mitarbeiter-CAMPUS-\/?allou=1&amp;gguid=0x592B0D17C73A1249AC2C233FADF6EE96&amp;lidx=1\">Janin Vreydal.<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Sorry, this entry is only available in Deutsch.<\/p>\n","protected":false},"author":3351,"featured_media":9574,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"c2c_always_allow_admin_comments":false,"footnotes":""},"categories":[312,315],"tags":[134,119,135,133,132],"class_list":["post-9569","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insight-it-center","category-services-support","tag-status","tag-support","tag-supportlevel","tag-ticket-portal","tag-ticketportal"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.8 - aioseo.com -->\n\t<meta name=\"description\" content=\"Source: Pixabay The IT-ServiceDesk is the central point of contact for all questions relating to the IT Center&#039;s IT services. 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