Wycliffe USA
HelpDesk Basics
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Purpose and Scope
The purpose of this document is to walk you through creating a ticket in the Wycliffe USA HelpDesk (or HelpDesk for short).
This document will only cover the basics of how to log into the HelpDesk to create a ticket as well as how to check on the status or update your ticket.
Logging into the Wycliffe USA HelpDesk
Most of how you will interact with the HelpDesk will require you to log in to the system.
CLICK HERE to navigate to the HelpDesk.
You will be greeted with the following landing page in the screenshot below.
Click on the Login button in the upper right corner of the page.
For those that may be unable to log in, the HelpDesk will offer a few Knowledge Base articles that will help you get logged in or to get started.
The HelpDesk uses the same Wycliffe Identity Profile (IDP) account as various other Wycliffe systems.
Click on the familiar Wycliffe USA tile in order to continue logging in with your Wycliffe account.
After logging in, you will notice you now have more options on the main landing page.
Creating a New Support Ticket
To create a new support ticket, you will need to perform the following steps:
Click on New Support Ticket
When filling out your new support ticket, you will need to provide the following information:
Requestor
This should have automatically filled in your own email address.
If you need to create a ticket for someone else, you may replace this with another email address instead.
If you need to copy someone (ie: a manager, etc), then click on Add cc, and fill in the additional addresses there.
Subject
Please be short, yet descriptive.
Example: Don’t just say “I can’t log in”, instead say “I can’t log into Workday”.
Request Type
Choose the option that best categorizes your issue.
If you don’t know, select Other/Not Sure
What are you looking for? (Request Subtype)
Some request types have subtypes, in which case you will see this field as well.
Choose the option that best categorizes your issue.
If you don’t know, select Other/Not Sure
Description
Please be as descriptive as possible. The more information you give us, the better we can understand your problem and the faster we can take care of your issue.
If you don’t understand what the problem is, try to be as descriptive as you can in your own words. This can still help us!
You may embed images here if a photo is easier than explaining the issue.
Attach a file
If you need to attach a photo, screenshot or file, you may do so here.
Priority
Low
Response in 5 business days
Not important, but needs to be taken care of
Medium
Response in 3 business days
Important, but not urgent
High
Response in 1 business day
Urgent and important
Urgent
Response in 4 business hours
Complete work stoppage for a business critical issue.
You absolutely can’t do anything else until this issue is taken care of.
Your entire team, area or floor has a complete work stoppage.
Once you have filled out all the required fields and have been as descriptive as possible, click on the Submit button at the bottom of the screen.
After submitting your ticket, you will be returned to your tickets screen and you will see your newly created ticket.
At this point there is nothing further you need to do. The ticket will be assigned to a Wycliffe IT group or staff person, based on the category chosen.
You will receive email updates as the ticket is being worked on.
Wycliffe IT staff may reach out to you via the ticket system with a question or comment, so make sure to be checking your email periodically.
Checking the status of your ticket
To see the status of your ticket
Log into the HelpDesk
Click on Tickets along the top left menu
By default, you will see a list of your open and pending tickets listed here.
You may click on the drop down to see All Tickets and Resolved or Closed tickets as well.
To open the ticket, click on the title of the ticket itself.
You will now see the original ticket along with any comments made by Wycliffe IT staff, as well as your own comments and replies.
Updating your ticket
If you need to make changes or updates to your ticket, you can do so via adding a new reply to the ticket.
Click on the reply button or reply field on the ticket and a text editor window will appear at the bottom.
Once the text editor box appears, you can type new comments, attach files, embed images, etc.
When finished adding questions or comments, click the Reply button at the bottom of the screen.
From here it will update the ticket and notify all parties involved.
You may close the HelpDesk window once you are finished creating or updating your ticket.
For more articles on using the Wycliffe HelpDesk, you may read the following articles:
For further information or if you have any questions, please contact the Wycliffe HelpDesk.
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