How to Submit a ctcLink Support Ticket

Purpose:  This document provides the necessary steps and links needed to submit a support ticket.

Audience:  College Staff

SBCTC Service Desk

College Staff designated explicitly by ctcLink College Leaders as ticket submitters will access the SBCTC Service Desk and be required to log in with their ctcLink credentials.  

Before submitting an incident ticket, it is best to clear your cache when accessing each browser's environment(s). This eliminates the possibility that your cache could cause the issue.

Do not include SOCIAL SECURITY NUMBERS in tickets. We do not need or want to see student/employee SSNs in the original request detail of the tickets. When an SSN is included in a ticket, we must take additional time to work with our administrators to remove it. If you need to provide more information about an SSN, use more discreet strategies such as referring to “the SSN on X EMPLID" instead of providing full or partial SSNs in tickets.

  1. Access Service Desk ticketing system:  https://servicedesk.sbctc.edu/helpdesk/WebObjects/Helpdesk.woa.
  2. The Welcome page displays.
welcome message
  1. Below the welcome message is the Log In section.
  2. Enter ctcLink User Name.
  3. Enter Password.
  4. Select the Log In button.
Service Desk login section
  1. The Help Request page displays.
  2. Access the Request Type drop-down list by selecting the black down arrow and selecting ctcLink Support.
  3. Once ctcLink Support has been selected, a blank field will appear to the right of the ctcLink Support field.
  4. Access the drop-down list arrow in the blank field and select the appropriate module.
Select the appropriate drop-down criteria

Additional fields will appear depending on the module selected from the drop-down list. The information must be populated in the field(s) to progress to the following area.

Here's a few navigation examples for the Finance related tickets:

  • Functional Finance Team: ctcLink Support > Finance > [select Finance Module i.e. General Ledger]
  • SBCTC Accounting Team: ctcLink Support > Finance > SBCTC Accounting
  • Training Team: ctcLink Support > Training > Finance > [select Finance Module i.e. Grants]
  1. Once the necessary drop-down fields have been populated, enter a Subject reflecting the purpose of your ticket.
  2. Below the Subject field, you will notice a blue box labeled Instructions. The instructions remind users to capture pop-ups, error messages, or web pages that display unexpected results.
  3. In the Request Detail section, enter the pertinent information in regards to the purpose of your ticket.
  4. Select a priority level.
    1. Low - Does not impact productivity, but it would be an improvement to productivity or not time-sensitive. (This is different than an enhancement request.)
    2. Medium - Work can continue, but the work is impaired. Production can proceed, but in a significantly impaired fashion.
    3. High - One or more pillars is not functioning. The issue is stopping the college from serving students or staff and/or is not able to do major functions, such as run payroll.
Help Request page with Customer Priority Level dropdown highlighting Medium

Ticket submissions should include the following information:

  1. Full screenshots--save screenshots as a PNG or JPG before uploading.
  2. URL and navigation.--navigation details should consist of the page(s) accessed through tiles or NavBar.
  3. Screenshots of run control parameters
  4. Process instance number
  5. EMPLIDs as examples--if multiple students, please include all IDs
  6. Query names and prompts entered
  7. Critical information--for example, Business Unit, Set ID, Institution ID, Aid Year.
  8. Steps taken to encounter error  
  9. Actions taken to solve the issue
  10. Browser(s) you are using
  11. What PeopleSoft environment(s) you are using--for example, PRD, PCD
  12. Number of people and departments at your campus experiencing the same issue--include associated information.

What to include in an accessibility-related ticket

If your ticket is reporting an accessibility issue, the following list is important information to include in your submission.

  1. Date of when the accessibility barrier occurred.
  2. Name and role of the person encountering the accessibility barrier.
  3. Description of the problem should include:
    1. Which ctcLink page were you on? (copy and paste the url from the address bar or type out the title of the page.)
    2. What task or function were you trying to complete?
    3. What task or function were you unable to complete?
  4. Which type of Assistive Technology were you using? (For example, NVDA, Jaws, Dragon Voice Command, or VoiceOver on iphone.)
  5. Were you using a PC or Mac computer?
  6. Which Internet browser type and version were you using? (For example, Chrome version 101.0.4951.41.)
  7. Were you using ctcLink on your desktop computer or were you using the ctcLink app on your phone or tablet?
  8. Which Internet browser and which version of the browser you were using?

  1. To include colleague(s) in the ticket, enter their email(s) in the Carbon Copy (Cc:) field and check the Enabled box.
    * Note: Only staff who are authorized users in SolarWinds will be able to view any notes and updates to the ticket.
  2. Next, select the Add File button to select the appropriate JPEG or PNG file by pressing the Choose File button.
  3. Once the file has been chosen, select Upload.
  4. You can verify the attached file located under the Add File button.
Request Detail boc with listed steps for ticket submission example

It is recommended to capture screenshots with a snipping tool (e.g., Snipping Tool or Snagit). A snipping tool provides a clear image allowing the support team to identify and troubleshoot the issue/error quickly--it is not recommended to use the Print Screen button on your keyboard.

  1. Press the drop-down list arrow in the field labeled Location. Select your institution and press the blue Save button in the lower-right corner of the screen.
  2. After pressing Save, a notification will appear in the middle of your screen confirming your ticket submission.  A confirmation email will be sent to the address of the person submitting the ticket.
You will receive a confirmation once your ticket has been submitted
  1. Process is complete.

Once ctcLink Support has received the ticket, updates will be communicated via a notification email. Then you will need to log into the ticketing system to view any updates or responses.