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SSDT Service Desk is available to ITC Staff only. SSDT will not accept any requests that come directly from school district personnel.

Creating Tickets

Using Email to Create a Ticket

When you create a ticket via e-mail, Service Desk will match the e-mail you're sending the ticket from to the email attribute listed on your MCOECN AD account. So basically this means your work email must match the email address listed on your MCOECN AD account. After submitting your ticket via email, you should receive a reply that the request has been received.  If you have not received a reply, please contact your ITC tech department first to confirm the email you are using to create your ticket from is the same email listed on your MCOECN AD account.  Any further issues can be sent to Catherine Aldrich (aldrich@ssdt-ohio.org) or Michelle Drewes (drewes@ssdt-ohio.org).

After submitting your ticket via email, you may also reply to requests/comments via e-mail but, again, the correspondence must come from your work (ITC) e-mail.

As of February 1, 2023, new Jira Service Desk accounts will no longer be created when creating a ticket.   The reason we are doing this is to clear up multiple accounts and limit access to Jira Service Desk to ITC staff.    

If you create a ticket via e-mail, Jira Service Desk will match your e-mail to the email attribute tied to your MCOECN AD account.  If a new ITC staff member creates a ticket via e-email, it should link the ticket to their existing MCOECN AD account automatically.  If you do not have an MCOECN AD account yet or have questions about your existing account, please contact your ITC technical staff.    The SSDT does not have ability to make changes to your MCOECN AD account. 

If you need to change your password to your MCOECN AD account, please click here.  This link will take you to the MCOECN self service website where you can reset your password.

Using the Service Desk Portal to Create a Ticket

When creating a ticket via the Service Desk portal, you may be prompted to log in.  You must use your MCOECN AD account login credentials to log into the portal.  We recommend bookmarking the portal link for ease of access.

https://mcoecn.atlassian.net/servicedesk/customer/portal/1

  • Once logged in, the portal allows you to select the type of request (ticket) you want to create:

 New feature/enhancement: used when requesting a new feature or enhancement you would like to see added to the software

   Support: the most commonly used option: used for general software support questions

  Report a bug: used to report a bug or error message you feel is not common in the software


 


  • Once you are in the ticket window:

  • Select a component. The available components include:
    • EMIS
    • INVENTORY
    • ITCM
    • ODDEX
    • USAS
    • USPS
    • WEBGAAP

  • Enter a summary of your request. Please keep this short and choose your wording wisely. When you are searching requests in the portal, it's based off of the summary.

  • Enter a detailed description of the request.

  • Add an attachment if necessary

Please be careful not to include sensitive information in the description or in any attachments.

  • Click on send to submit your request.

Service Desk Tips/Tricks

  • Please refer to our best practices recommendations on how to relay the information that SSDT is looking for on each type of ticket. These suggestions are a guide to help ITC and SSDT support effectively collaborate to get to the root of the issue.
  • Sensitive Information: Please do not include any confidential/private information in either the description or as an attachment in the request.  This information is viewable by others outside your organization.  If you need to send the SSDT sensitive information, please include the information in a secure file drop to the SSDT staff member you are working with.
  • Comments on Closed Requests:  Entering a comment after your request is closed will automatically re-open the request. so please use the comment box on closed requests only if you want to re-open it.
  • Troubleshoot Application Issues: If SSDT asks you to send a file from your docker host (i.e. application log, etc), please refer to the Securely Send Files to SSDT how-to article for step-by-step instructions.
  • Database Backups or db or application log files:
    • If SSDT requests a database backup or log file in order to assist in troubleshooting an issue, a step-by-step guide to creating the backup is provided here.  Next, send the backup via the Securely Send Files to SSDT process.



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