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Service Desk

Solarwinds Service Desk is Lander Univerity's ticketing system. It allows users to submit requests pertaining to Lander resources, hardware, and services. You will login to Service Desk with your Lander.edu email account. 

This service is available to all Students, Faculty, and Staff with a lander.edu account.

 

Features

  • Users can login to Service Desk, check the status of their tickets, update information.
  • Replying to the ticket in an email will update the ticket online and notify the tech assigned.
  • The Solutions database can be searched for resolutions to known issues.
  • Service Catalog listing many predefined service requests available to the community.
  • Cloud based solution available across many platforms and devices.

Is This a Service Request or Ticket/Incident?

What's a Ticket/Incident?

  • User's issue: "Something is broken, and I need it fixed so that I can get my work done."
  • Service Desk goal: To get user up and running as quickly as possible

 

What's a Service Request?

  • User's issue: "I need something that I currently do not have to more effectively perform my job duties."
  •  Service Desk goal: To assist the user in requesting a service

 

Examples:

Ticket/Incident Service Request
My printer isn't working. The color ink cartridge for our printer is empty; we need a new one.
My phone can't connect to campus wireless. We have a new hire in our department who needs a phone for the new workstation.
My voice mail inbox isn't allowing me to delete messages. I need some sort of flow-chart generating software.

Submit a Request

Click the Service Desk url to submit a request. https://landeruniversity.samanage.com/

 

How To Submit a Ticket: