{"id":18378,"date":"2024-08-31T19:27:19","date_gmt":"2024-08-31T23:27:19","guid":{"rendered":"https:\/\/www.marshall.edu\/it\/?p=18378"},"modified":"2024-09-01T19:30:54","modified_gmt":"2024-09-01T23:30:54","slug":"itsd-new-ticket-system","status":"publish","type":"post","link":"https:\/\/www.marshall.edu\/it\/2024\/08\/31\/itsd-new-ticket-system\/","title":{"rendered":"MUIT Service Desk Ticket Tracking System"},"content":{"rendered":"<p>Marshall University Information Technology (MUIT) is excited to announce the transition to a new customer service tracking system fully integrated with myMU.\u00a0 This change is part of MUIT\u2019s ongoing efforts to enhance our service delivery and provide a more seamless experience for all users, consolidating all your MUIT service needs under the My Support tab in myMU.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Key Information:<\/strong><\/p>\n<ul>\n<li><strong>Transition Date:<\/strong> August 31st, 2024<\/li>\n<li><strong>Downtime:<\/strong> There will be a temporary downtime on August 31 as we migrate data to the new system.\u00a0 Please note that myMU will be transitioned to the new user experience on August 31st as well.<\/li>\n<\/ul>\n<p><strong>What to Expect:<\/strong><\/p>\n<ul>\n<li>During the transition, you will not be able to submit new IT requests or access previous tickets for a short period of time on August 31st.<\/li>\n<li>MUIT Service Desk team members will still be available by phone or chat for technical support while the ticketing system is unavailable.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>How Will I Request Support in the New Service Portal?<\/strong><\/p>\n<p>To support the University community more efficiently, MUIT will transition away from e-mail submission of technology requests to a form-based submission system integrated with the myMU \u201cMy Support\u201d tab.\u00a0 However, any emails sent to <a href=\"mailto:itservicedesk@marshall.edu\">itservicedesk@marshall.edu<\/a> will receive an automated message to direct you to the <a href=\"https:\/\/mymu-new.marshall.edu\/s\/contactsupport\">myMU portal self-service section<\/a>. Here, you can search Knowledge Base articles, access service requests, and submit general tickets.<\/p>\n<p>As always, if you need <strong>Technical Assistance<\/strong>:\u00a0Please contact the\u00a0<strong>IT Service Desk<\/strong>\u00a0in person in Drinko Library, via chat at <a href=\"https:\/\/nam02.safelinks.protection.outlook.com\/?url=http%3A%2F%2Fwww.marshall.edu%2Fit&amp;data=02%7C01%7Callen.taylor%40marshall.edu%7C02145490f4ca4b031fa808d834998b5d%7C239ab2783bba4c78b41d8508a541e025%7C0%7C0%7C637317181360745180&amp;sdata=2bIQTVzAb1tH8RZRmpZ504UA%2F5PnKW844m1tLxHd%2Fpk%3D&amp;reserved=0\">www.marshall.edu\/it<\/a>, or phone 304-696-3200.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Marshall University Information Technology (MUIT) is excited to announce the transition to a new customer service tracking system fully integrated with myMU.\u00a0 This change is part of MUIT\u2019s ongoing efforts to enhance our service delivery and provide a more seamless experience for all users, consolidating all your MUIT service needs under the My Support tab<\/p>\n","protected":false},"author":118,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[25,5,64,338,196,22,74],"tags":[65,54,85,136],"class_list":["post-18378","post","type-post","status-publish","format-standard","hentry","category-change-type","category-mainnews","category-new-service","category-service-change","category-service-desk","category-services","category-support","tag-email","tag-it","tag-it-service-desk","tag-muit"],"acf":[],"fimg_url":false,"_links":{"self":[{"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/posts\/18378","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/users\/118"}],"replies":[{"embeddable":true,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/comments?post=18378"}],"version-history":[{"count":1,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/posts\/18378\/revisions"}],"predecessor-version":[{"id":18379,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/posts\/18378\/revisions\/18379"}],"wp:attachment":[{"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/media?parent=18378"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/categories?post=18378"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.marshall.edu\/it\/wp-json\/wp\/v2\/tags?post=18378"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}