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EUI Helpdesk FAQ

  1. I am unable to login, what shall I do?
  2. I do not receive any mail from the Helpdesk after opening and/or updating a ticket, what shall I do?
  3. I am on a paying line, can the helpdesk call me back?
  4. I am not a member of the EUI, can I login to the EUI Helpdesk web portal?
  5. What is the difference between response time and solution time?
  6. I didn't get any follow up to my ticket for several days, what should I do?
  7. My ticket has been rejected, why?
  8. What do the different colours/statuses mean?

 

Q1I am unable to login, what shall I do?

A1: Be sure to type your EUI username and NOT your EUI email address in the username field. If you still have problems, contact the helpdesk by phone at [+39] 055 4685 600 (ext. 2600).

 

Q2: I am on a paying line, can the helpdesk call me back?

A2: Of course, just let our helpdesk operators know and make sure to provide a time and a phone number where we can contact you.

 

Q3I do not receive any mail from the EUI Helpdesk after opening and/or updating a ticket, what shall I do?

A3: Please check your Junk Mail / Anti-spam folder in your mailbox. If you find the mail there, highlight the EUI Helpdesk reply, right-click on it and select Junk > Never block sender then move the mail into your Inbox. If the mail is still missing, please report it to the helpdesk

 

Q4I am not a member of the EUI, can I login to the EUI Helpdesk web portal?

A4: Yes, but you will first have to contact the helpdesk by phone at [+39] 055 4685 600 in order to receive a proper helpdesk account.

 

Q5What is the difference between Response Time and Solution Time?

A5: Response time measures the time between the opening of a ticket and its assignment to the "owner" (the unit in charge of processing it). Solution time measures the time between the assignment of the ticket and its solution.

 

Q6I didn't get any follow up to my ticket for several days, what should I do?

A5: You can always post a reply to the existing ticket asking for proper follow up. If you still receive no update, report to the Helpdesk Manager for a complain.

 

Q7: My ticket has been rejected , why?

A7: The closing ticket always specifies the reason for the rejection. Tipically this may be because the request is not covered by the helpdesk and/or the Services involved (Communications, ICT and Real Estate and Facilities).

 

Q8: What do the different colours/statuses mean?

A8: Blue colour + status Open = ticket has been opened and received by the helpdesk.

Yellow colour + status Assigned = ticket has been assigned to the technical unit in charge of processing it (the owner).

Red colour + status In Progress = ticket is on hold as processing requires further action (i.e. from third party) with possible delay in the solution.

Blue colour + status Replied by Author = replies have been posted to the ticket, either by user or by owner.

Green colour + status Resolved = ticket has been resolved and closed.

Black colour + status Rejected = ticket has been rejected (not pertinent to the helpdesk, see Question 7).

 

 

Page last updated on 27 February 2017