In the past when you responded to an email from the Helpdesk about a specific ticket, someone had to find your ticket, and copy your email into it so the technician assigned to your issue would see the lastest information. As of Wednesday, 09/09/2015, this can be a much faster process. When you reply to an email from the Helpdesk about your ticket, it will automatically be added to your ticket, and the assigned technician will receive notification that there has been an update from you. This method will only work if you reply to an email from the system. If you send an email to the Helpdesk about your ticket that does not have the correct subject line format, the system will create a new ticket, which may delay the resolution of your issue. The emails from the Helpdesk system look like this:
From: Helpdesk [mailto:firstname.lastname@example.org]
Sent: Thursday, August 20, 2015 3:29 PM
To: Your Name
Subject: Ticket 499799 Open –> The description of your issue
We hope that you will find this new functionality easy to use, and that the progress of your tickets to resolution will be faster.
The campus voice mail system is indicating multiple performance issues at present. This includes choppy/clipped speech on new messages and new greetings recorded since August 21. Currently, the system is not accessible. Our vendor is working on this.
We have received some reports of brief network outages across campus. We are working to find the cause and correct it. Not everyone is affected, but saving your work is a good precaution. We will let you know when the problem is fixed.
Thank you for your patience.
A problem occurred on June 25th that caused Windows computers to temporarily lose their network drive mapping when logging in. We have researched what may have caused this issue, and believe we have fixed it. Please call or email the Helpdesk (email@example.com) if you see any problem with your network drives the next time you login to your computer.
Wednesday, April 15th 5:35
The issue with Outlook has been resolved. We apologize for any inconvenience.
Wednesday, April 15th 5:00 PM
We are experiencing a problem with Outlook email that effects approximately 25% of users. We are investigating the cause and will update this alert when more information is available. Webmail or OWA is working.
Some people are experiencing issues with Outlook today. We are aware of the issue and working to resolve it.
Update: Based on information from Microsoft, we have taken steps to resolve the issue. Please try again to login to Webmail or your Outlook client, and see if it is resolved for you.