How and When to Submit a Ticket – Digital Learning & Scholarship

This is a quick walk-through on how to create a ticket, specifically for the STA desk!
At Trinity, our Library and IT utilize a work distribution system centered around job tickets. You (students, faculty, and staff) can submit a ticket for any IT-related issue on campus, whether it is for a computer in a lab that isn’t working correctly or an issue accessing software. The STAs are a part of that system and this post will detail how to enter a ticket for STA help. Using tickets is a great way to submit a request for help if you aren’t in the library or if the STA desk is closed.

The STAs are happy to help with a variety of tech-related issues, but some example issues worthy of a ticket include being unable to connect to eduroam, Microsoft Authenticator issues, 3D print requests, equipment inquiries, and general assignment support etc. After submitting a ticket, an STA will contact you and be able to communicate both through the ticket portal and via email to resolve your problem.

Let’s dive straight in!

First, spawn your way onto the webpage: https://trincoll.haloitsm.com/

Choose the last option at the bottom of the page that says “Login with Active Azure Directory”

Click on “Make a Request” from the homepage and select Digital Learning and Scholarship/STAs. You can also view other tickets you’ve input previously from the “My Tickets” button.

Select the type of request from the options and click “Request this service”

Some jobs may be reassigned to an instructional technologist, which is one of the benefits of submitting a ticket rather than stopping by the desk. It ensures the correct person is handling your problem.

Add a summary or title to your request. e,g “Request to become 3D – Printing Certified”
Fill in some more details of your request in the details section. You can use the various functional tools to add images, URLs etc. If you’re getting an error message attaching screenshots can be particularly helpful. Include as much relevant information as possible.
Upload any files that come with your request and hit “Submit”

Voila! you just created your first ticket and someone should contact you shortly.
The STAs will be working hard to get your request resolved.