How to Submit a Ticket to HDesk

How to Submit a Ticket to Hdesk

Submitting a support ticket to HDesk is straightforward and ensures your issue is directed to the correct department for a quick resolution. Follow the steps below:

Step 1: Access the Help Desk Portal

1. Open your web browser and navigate to the Hdesk portal at https://hdesk.rumc.edu.my/index.php?a=add.

Step 2: Choose the Appropriate Department

1. On the main page, you’ll see options for different departments. Choose the one that best matches your issue:
   • RUMC Request: For general requests or inquiries related to the RUMC.
   • RUMC ITHelpdesk: For IT-related issues, such as hardware or software problems, network issues, etc.
   • RUMCVLE: For issues related to the Virtual Learning Environment (VLE) at RUMC.

Step 3: Fill Out the Ticket Form

1. Subject: Provide a brief and descriptive subject line for your issue.
2. Your Email Address: Enter your email address to receive updates regarding your ticket.
3. Category: Select the most relevant category from the dropdown menu.
4. Priority: Choose the priority level for your ticket (e.g., Low, Medium, High).
5. Message: Describe your issue in detail. Include relevant information such as:
   • What you were doing when the issue occurred.
   • Any error messages or codes you received.
   • Steps you’ve already taken to try and resolve the issue.

Step 4: Attach Files (If Necessary)

1. If applicable, use the “Attach a file” option to upload files like screenshots, logs, or documents that can help the support team diagnose the issue.

Step 5: Submit the Ticket

1. Review all the details you’ve entered to ensure they are correct.
2. Click the “Submit Ticket” button at the bottom of the form.

Step 6: Confirmation and Tracking

1. After submitting your ticket, you will see a confirmation message on the screen.
2. Check your email for a confirmation message containing your ticket ID, which you can use to track the progress of your issue.

Step 7: Follow-Up

1. You can return to the HDesk portal at any time to check the status of your ticket or to provide additional information.
2. If the support team needs more information, they will reach out to you via the email address you provided.

Tips for Submitting a Ticket:

• Be Specific: Detailed descriptions help the support team address your issue faster.
• Attach Relevant Files: If available, include any files that can help in diagnosing the problem.
• Use Clear Language: Avoid technical jargon unless necessary, and explain the issue as clearly as possible.

By following these steps, you can ensure your issue is reported accurately and directed to the right department for a quick resolution.