EUI Helpdesk FAQ
- I am unable to login, what shall I do?
- I do not receive any mail from the Helpdesk after opening and/or updating a ticket, what shall I do?
- I am on a paying line, can the helpdesk call me back?
- I am not a member of the EUI, can I login to the EUI Helpdesk web portal?
- What is the difference between response time and solution time?
- I didn't get any follow up to my ticket for several days, what should I do?
- My ticket has been rejected, why?
- What do the different colours/statuses mean?
Q1: I 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.
Q3: I 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.
Q4: I 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.
Q5: What 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.
Q6: I 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).