Best Practices For Creating A Ticket

Best Practices For Creating A Ticket

When you are submitting a ticket it is important for ITS to know as much as possible about your request.

For faster help please reference the suggestions below for creating a ticket: 

  1. Describe what you are trying to accomplish.
    Ex: You are unable to enter your Jaspernet account. Make sure that you specifiy which service you are trying to log into (email, banner, self service, etc.)

  2. Describe what you tried to do to accomplish this.
    Ex: You are not able to log into Banner. Make sure to differentiate if it is a problem that is causing you to receive any kind of error message for or if you have forgotten your login credentials.

  3. Describe exactly what happens and include screenshots.
    Ex: You are receiving an error message when trying to upload something to Moodle. Explain step by step starting from when you login to Moodle up until you receive the error message and how many times you tried to do this. Make sure that you take a screenshot, if possible, of the message and attach it to the ticket.

  4. Other important details to include:

  • Time and Date
  • Is this a recurring issue?
  • What is your computer make and model? 
  • What operating system version are you running?
  • What browser version are you running?
  • If you are having problems with a software, what version are you using?

Hint: (When replying to ticket emails, make sure to keep your reply above your email signature as information below the signature will not come through to the ticket and will be lost.)
Hint: (Be mindful of adding others when emailing a ticket as if they reply to your email chain it will generate multiple tickets which can cause your ticket to get lost.)
Hint: (Only emails in the Cc field of an email to ticketing will be added as contacts to the ticket.)
Hint: (Make sure there is text in the body of your email when making a ticket via email. Attachments sent without text in the body will be lost.)
Hint: (Replying to an old ticket email but sending to will result in the ticket being lost.)
Hint: (Ticket emails over 60 days old expire. Replies to these emails will be lost.)


Creating A Ticket

While most people are aware that you can create a ticket by emailing ITS, we would also like to encourage you to use our vast Service Catalog to submit tickets. Submitting via the service catalogue ensures that your ticket is going to the appropriate team right away and will result in a faster resolution. 

For more help, please contact ITS at or 718-862-7973.

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Article ID: 102841
Tue 3/24/20 4:33 PM
Thu 8/10/23 8:10 AM