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This shows you the differences between two versions of the page.

--- contacting_technical_support [2021/01/29 16:12] – created ac1mde
+++ contacting_technical_support [2025/02/07 10:47] (current) – ac1pdl
@@ Line 1: / Line 1: @@
-To request support, please use the following link and create a ticket at this URL (use your ITS account to log in):
+**The COM Technical Support team are moving to the TopDesk ticketing tool for your support calls.**
-http://aloe.shef.ac.uk/dept_com_tsr_system/production/form_all_tech.php
-//You have to be on the campus network or VPN to use this!//
+As of 12.06.2023, we have been using the same ticketing system as the University’s IT Services to answer your support call queries. Apart from the benefits of a campus-wide and fully supported ticketing tool, users will gain several advantages from the switch to TopDesk. For example, you’ll no longer have to log in to VPN when off-campus in order to create a support request.
-This ensures that everyone in the Support Team sees the request, and the appropriate person can take ownership of it. Also it enables us to keep track of all requests to make sure the service is delivered consistently.
+We have created a dedicated area for Computer Science Support on the IT Service Desk web page with our own Departmental ticket request form.
-Once you've raised a ticket, you can track its progress here:
+You can access it from the MUSE services main menu by selecting IT Service Desk - we’re there under the Computer Science Technical Support button. The URL (please save in your browser favourites) is:
-http://aloe.shef.ac.uk/dept_com_tsr_system/production/dashboard.php
-We suggest you save these URLs in your browser's bookmarks for easy access.
+https://shef.topdesk.net/tas/public/ssp
-For obtaining batteries or loan items, or for issuing keys, we can see you at the support office (G11/G13); but for most technical support requests we'll require that you use the service request system.
+Just click on "Computer Science - New Request" and fill in the form (just like you did in the old ticketing system) to create a ticket. You’ll be updated with the progress of your request via email and via a dedicated web page for your call, just the same as you are with IT Services.
+The previous TSR ticketing tool (aka COMSR in COM) will be gradually phased out across all of the Faculty. In our Department, COMSR will still be available for a while until we resolve the remaining open tickets. The Ticketing Tool section in the Staff Handbook will be updated and ready for Monday and a further email will be sent to everyone first thing Monday morning containing the link to the updated section.
+For obtaining batteries or loan items, or for issuing keys, we can see you at the support office (G11/G13); but for most technical support requests we'll require that you use the TopDesk ticketing tool.