Engaging the Assistance of the Service Desk

Overview

Servicedesk.oregon.gov is the place to come for assistance and advice with Oregon E-Government online offerings and to engage the Oregon E-Government Program for new services or request changes to existing ones.  The Oregon E-Government Service Desk online portal is at servicedesk.oregon.gov where you'll find the Service Desk Guide and an increasing number of articles containing information that may help you to find information and avoid having to submit a request. You'll also find the forms for submitting your requests to the Service Desk and be able to check on the status of and contribute to your existing requests.

Viewing the Guide and Submitting requests both require login with an Oregon E-Government Service Desk Zendesk Account.  If you don't have an account, please reference the article detailing the process with the link provided below.

The Service Desk Guide

The Service Desk Guide contains articles and resources to attempt to help you find the information you are looking for and the assistance you need before submitting a request for assistance. The search feature narrows choices by keywords found in your search that are contained in the articles.  The tiles below allow the visitor to navigate through categories and sections to see what's available for a given application.  Some Guide articles will briefly describe a scenario and then link to other resources where a full article or tutorial is found.  If you have ideas for an article, please use the 'Help Us Build This Guide' section to request new articles or changes to existing ones when a need is realized.

Submitting a Request to the Service Desk

If after perusing this site and the Guide, you still need to advice or assistance with your issue, then the Oregon E-Government Service Desk is only a form submission away.

To submit a request:

Use the 'Submit a request' link in the upper right of the Service Desk Portal home page.

This will open the page where forms are selected to request assistance.  At the time of writing, the 'Service Desk Ticket Form' is the common submission.  Watch for additional forms to add efficiency to service delivery processes.

The current form selections are:

• Service Desk Ticket Form - used for most requests for assistance and service
• Guide Article Request

Clicking one of the selections will open that form to be filled in for submission.

The Service Desk Ticket Form 

To fill in the Service Desk Ticket Form, open the form and: 

1. Enter a subject. This line should contain a very brief description of the assistance needed. The subject is the first thing that Service Desk Staff see when looking at the ticket queue so a bit of information helps us to quickly categorize and infer a bit about the priority of the request. 

Acceptable subjects might include:

• SharePoint page won't take edits
• Trouble granting GovSpace permissions in a group
• Newsroom access requested 

Un-acceptable subjects:

• HELP - URGENT!!!!!
• Password
• This sucks! 

Notice that the acceptable subjects offer a hint about the context of the ticket. Unacceptable subjects offer no information to Service Desk Staff.

2. Enter the description of the request. The description should be very descriptive. What is happening and where?

a. What - "I am having trouble making edits in SharePoint web pages. The edits seem ok until I try and check in the work.

b. Where - A URL helps tremendously when we are trying to zero in on the exact issue at hand. The true name of an application is also helpful. Keep in mind, references to your service or site as 'E-gov' won't help us to find it. We are looking for URLs, or names of services like, 'SharePoint web site authoring' or 'GovSpace' or 'TPE'. The term 'E-gov' holds little meaning when trying to provide assistance for a specific service.

3. Choose a category. Select the actual application type that you are having trouble with. If you have a general question that does not fit into a category, choose 'Other_Request'. Only choose 'Zendesk Assistance' if you are actually having trouble with Zendesk, the ticketing and issue tracking software, itself.

4. Choose a product (when applicable). This is the specific application being inquired about. For example, if SharePoint was selected as the Category, then choose 'Formbuilder', SharePoint 2010, or SharePoint 2016 as the product. If 'Custom Application' was selected, then an option like 'OBTP License Renewal' or 'OSMB Boating License Renewal eComm Store' is selected here as is appropriate.

5. URL. Please fill this in with the URL (website address like: https://. . .) to help us to see exactly what you are seeing.

6. Agency. Choose the agency you are submitting the request for. Some employees work for or on behalf of multiple agencies in their role, so be sure to choose accurately for the current submission.

7. Add any attachments that are relevant. Screen shots or supporting documentation is added at this point.

When all entries are made, click 'Submit'. This establishes a ticket at the Oregon E-Government Service Desk. The logged in user will receive an email notification from: [e-mail] with a subject line that includes the id number and ticket subject.  Further communication on the ticket can occur either by responding to the emails generated or by logging in to the Service Desk portal and making updates directly in the ticket form itself.