Magic Total Service Desk

1
Magic Total Service Desk

• Assigning Tickets to TNSS

2
Contacting TNSS

• Call Help Desk at 8-HELP
• Call Bat Phone (DSC Technicians Only)
• Email Help Desk at helpdesk_at_ilstu.edu
• Use Magic to generate ticket

3
Login to Magic

• Go to www.support.ilstu.edu
• Internet Explorer 5.x (or higher)
• Windows computer
• Must have Magic account

4
Open Help Desk Form

• Click Help Desk link

5
Open Help Desk Form
6
Generate New Ticket

• Step 1 Type ULID of contact person

7
Generate New Ticket

• Step 2 Complete required fields
• Step 3 Save ticket

8
Generate New Ticket

• Step 4 Add Details/Actions
• Add Location of problem
• Add Phone number of contact person
• Add Problem Info Include port numbers, IP
  addresses, etc.

9
Assign To TNSS_MAIN

• Click Assign To Group
• Select the TNSS_MAIN Group
• Click OK

10
Page Email Notifications

• Alpha page sent to TNSS
• Email sent to TNSS
• Problem Reported Email sent to contact person
• Problem Resolved Email sent to contact person

11
Questions about Magic?

• Contact Justin Smith
• Julian Hall 115
• 438-7375
• jjsmit1_at_ilstu.edu