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Copied Copied How to Submit a ctcLink Support Ticket Work Flow Example (copied)

Purpose:  This document provides the steps and links to submit a ctcLink Support ticket and well as additional information about understanding the SolarWinds ticketing system.

Audience:  College Staff

If you are NOT authorized to submit tickets for your college, please send your ticket information to the authorized person at your college for assistance. Each college has an identified ctcLink College Leader who should be able to help.

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.

SBCTC Service Desk

Expand or collapse content Supporting Information
  • Your college's ctcLink College Leader determines which college staff are designated ticket submitters and provides this information to Dani Rider and Roger Curry at SBCTC. 
  • Not sure who to work with? Please follow your college's communication best practices and reach out to your manager and/or ctcLink College Leader to determine if you have or should have access to submit tickets or if there is a designated ticket submitter for your college that you should coordinate with. 
  • Know Your Limits. For routing and ticket management purposes, we can only address one student (or issue) in a ticket.
  • Report duplicate records for only one student per ticket. We will close any tickets submitted with multiple students and ask you to resubmit separate tickets, one ticket for each student.
  • For SVR requests, please limit the ticket to one EMPLID.
  • For SXF tickets, please attach one file for each ticket and limit number of records reported on a file to 500 or fewer EMPLIDs.
  • Can’t Respond? If SBCTC created the ticket on your behalf and the ticket won’t let you respond, set the Customer Priority Level. This tends to be the solution.
  • Don’t Hide Your Response. Put your response where it says “Type your comment here.” Please don’t put your response in the Carbon copy box: We aren’t likely to see it.
Expand or collapse content It's All in the (Ticket) Details

Our ticket response and your ticket resolution are delayed when we need to request details or ask clarifying questions. Please help us by providing as much information as possible about your initial request. 

  • WHO is experiencing the issue that you are reporting? Just you? Everyone on campus? A specific student (if so, what is their EMPLID)? This helps us determine if it might be security and, if so, if we should look at a specific user's security or an entire security role.
  • WHAT settings were involved? If there is a query involved, what prompts were you using? If it's a process, we need screenshots of your run control. Save your time and ours by providing example EMPLIDs of students and/or staff experiencing the issue.
  • WHEN did this happen? When did you start noticing this?
  • WHERE are you experiencing this? Telling us the exact ctcLink page or location helps us in our attempts to recreate the issue and makes sure we are focusing on the right pages and processes. What environment were you in? What browser are you using?
  • WHY would you not include screenshots? Screenshots are AMAZING. Screenshots that show the browser window (not just a cropped screenshot of an error message or a value entered on a single field) are even better! Screenshots help us match the text in the ticket to what you/the user is seeing on the screen. You don't have to insert your screenshot into a Word document if you don't want to. Save it as a .jpeg or .png image and upload it to the ticket.
  • HOW have you already attempted to resolve this problem? Did you look at QRGs (which QRGs)? Canvas courses (which Canvas courses)? This helps us refine our training materials. It also prompts us to start with new rabbit holes (as opposed to following you down the ones you have already been explored). More importantly, you can solve problems using available resources, saving your time and our time!
  • WHICH ticket? This may sound silly, but it's true. It is NOT uncommon to hear a college has submitted a ticket or is waiting on a ticket response… only to find that no one submitted a ticket. Make sure you (or your colleague) have submitted the ticket you are waiting on, and record the ticket number! An email to someone at SBCTC is not a ticket. An email to a listserv is not a ticket. A discussion in a Webex or Zoom meeting is not a ticket. Only a ticket is a ticket.
Expand or collapse content Not All Details Should be Shared
  • Always ask yourself: If it were MY data, how would you expect it to be treated? Give student data the same respect you would want for your own. Don't provide biodemo information unless it's specifically relevant to the issue you're reporting; we can see all of the biodemo information we need in ctcLink! Just provide us with an example of EMPLIDs.
  • Do not include SOCIAL SECURITY NUMBERS in tickets. We do not need or want to see student/employee SSNs in the original request details 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.
  • Remember to adhere to FERPA regulations. 

How would you like to submit a ctcLink Support ticket?

Would you like the essential quick steps or the comprehensive detailed guide for how to submit a ctcLink Support ticket?

Essential Quick Steps

  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. 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.
Select the appropriate drop-down criteria
  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 from 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 not doing major functions, such as running payroll.
Help Request page with Customer Priority Level dropdown highlighting Medium
  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 authorized users in SolarWinds staff can view any notes and updates to the ticket.
  2. Next, select the Add File button to select the appropriate JPEG or PNG file by clicking 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
  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 must log into the ticketing system to view any updates or responses.

Comprehensive Detailed Guide

Supporting Information:

  • Your college's ctcLink College Leader determines which college staff are designated ticket submitters and provides this information to Dani Rider and Roger Curry at SBCTC. 
  • Not sure who to work with? Please follow your college's communication best practices and reach out to your manager and/or ctcLink College Leader to determine if you have or should have access to submit tickets or if there is a designated ticket submitter for your college that you should coordinate with. 
  • Know Your Limits. For routing and ticket management purposes, we can only address one student (or issue) in a ticket.
  • Report duplicate records for only one student per ticket. We will close any tickets submitted with multiple students and ask you to resubmit separate tickets, one ticket for each student.
  • For SVR requests, please limit the ticket to one EMPLID.
  • For SXF tickets, please attach one file for each ticket and limit number of records reported on a file to 500 or fewer EMPLIDs.
  • Can’t Respond? If SBCTC created the ticket on your behalf and the ticket won’t let you respond, set the Customer Priority Level. This tends to be the solution.
  • Don’t Hide Your Response. Put your response where it says “Type your comment here.” Please don’t put your response in the Carbon copy box: We aren’t likely to see it.

It's All in the (Ticket) Details. Our ticket response and your ticket resolution are delayed when we need to request details or ask clarifying questions. Please help us by providing as much information as possible about your initial request. 

  • WHO is experiencing the issue that you are reporting? Just you? Everyone on campus? A specific student (if so, what is their EMPLID)? This helps us determine if it might be security and, if so, if we should look at a specific user's security or an entire security role.
  • WHAT settings were involved? If there is a query involved, what prompts were you using? If it's a process, we need screenshots of your run control. Save your time and ours by providing example EMPLIDs of students and/or staff experiencing the issue.
  • WHEN did this happen? When did you start noticing this?
  • WHERE are you experiencing this? Telling us the exact ctcLink page or location helps us in our attempts to recreate the issue and makes sure we are focusing on the right pages and processes. What environment were you in? What browser are you using?
  • WHY would you not include screenshots? Screenshots are AMAZING. Screenshots that show the browser window (not just a cropped screenshot of an error message or a value entered on a single field) are even better! Screenshots help us match the text in the ticket to what you/the user is seeing on the screen. You don't have to insert your screenshot into a Word document if you don't want to. Save it as a .jpeg or .png image and upload it to the ticket.
  • HOW have you already attempted to resolve this problem? Did you look at QRGs (which QRGs)? Canvas courses (which Canvas courses)? This helps us refine our training materials. It also prompts us to start with new rabbit holes (as opposed to following you down the ones you have already been explored). More importantly, you can solve problems using available resources, saving your time and our time!
  • WHICH ticket? This may sound silly, but it's true. It is NOT uncommon to hear a college has submitted a ticket or is waiting on a ticket response… only to find that no one submitted a ticket. Make sure you (or your colleague) have submitted the ticket you are waiting on, and record the ticket number! An email to someone at SBCTC is not a ticket. An email to a listserv is not a ticket. A discussion in a Webex or Zoom meeting is not a ticket. Only a ticket is a ticket :

Not All Details Should be Shared:

  • Always ask yourself: If it were MY data, how would you expect it to be treated? Give student data the same respect you would want for your own. Don't provide biodemo information unless it's specifically relevant to the issue you're reporting; we can see all of the biodemo information we need in ctcLink! Just provide us with an example of EMPLIDs.
  • Do not include SOCIAL SECURITY NUMBERS in tickets. We do not need or want to see student/employee SSNs in the original request details 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.
  • Remember to adhere to FERPA regulations. 
  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 subcategory (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. 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.
Select the appropriate drop-down criteria

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 from 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 not doing major functions, such as running payroll.
Help Request page with Customer Priority Level dropdown highlighting Medium
Expand or collapse content What to Include in a Ticket

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 include 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 the error.  
  9. Actions taken to solve the issue.
  10. Browser(s) you are using.
  11. What PeopleSoft environment(s)are you using? For example, are you using PRD or PCD?
  12. The number of people and departments at your campus experiencing the same issue, including associated information.
  13. If referencing a previous ticket simply include the word "Ticket" in front of the number you wish to link.
  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 authorized users in SolarWinds staff can view any notes and updates to the ticket.
  2. Next, select the Add File button to select the appropriate JPEG or PNG file by clicking 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 quickly identify and troubleshoot the issue/error. Using the Print Screen button on your keyboard is not recommended.

  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 the Save button, 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 must log into the ticketing system to view any updates or responses.

Submit via Email

SBCTC recognizes that SolarWinds, the agency’s current ticketing platform, may present barriers to people using Assistive Technologies. We are investigating other options and solutions to fix this problem. In the meantime, please use the following options to submit your accessibility ticket information.

If you are an authorized ticket submitter at your college, but unable to submit a ticket using SolarWinds, send an email to one of the following emails which will go directly to the Application Services or ctcLink pillar team.

  • Accessibility-related: [email protected] routes automatically to the Application Services team
  • Campus Solutions (CS): [email protected] routes automatically to the CS team
  • Human Capital Management (HCM): [email protected] routes automatically to the HCM team
  • Financial Supply Chain Management (FCSM): [email protected] routes automatically to the FCSM team

What to Include in Your Ticket

Expand or collapse content General Ticket

Ticket submissions should include the following information whenever possible:

  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. Which Internet browser type and which version of the browser were you using? (For example: Chrome version 101.0.4951.41.)
  11. Which PeopleSoft environment(s) you are using: For example PRD (Production, the primary ctcLink user environment) or PCD (Production College Development for query development, proof of concept work)
  12. Number of people and departments at your campus experiencing the same issue; include associated information.

Would you like to understand the SolarWinds ticketing system better?

Expand or collapse content Review and update your Web Help Desk profile

Your profile includes contact information (such as email and cell phone) and preferences. Edit your profile to add or update the information. Your profile information will be used to contact you about requests. SolarWinds recommends reviewing your profile before you create your first request.

  1. In the Web Help Desk console toolbar, select the Profile option to display your profile.
  2. Verify that your contact information is correct. You can also enter additional contact information. For example, you can add a secondary email or phone number.
  3. Select the Save button to save any changes.
Help Desk profile
Expand or collapse content Locate a Ticket

In the following section, you’ll walk through several key actions in Web Help Desk that will help you quickly find, open, and organize your tickets. You’ll start by locating tickets through the History screen, then learn how to open individual tickets in a separate window for easier viewing. You’ll also see how to search for specific tickets using keywords or ticket numbers, and finally, how to sort your ticket list using the available filters.

Ticket History Page
  1. To locate a ticket, in the Web Help Desk console toolbar, select the History option. The History page lists all entered tickets.
  2. The History page includes filters on the left side panel that allow you to sort your tickets based on status and request type. The drop-down menu provides additional sorting options, allowing you to sort the ticket history by updated status, ID number, and subject.
  3. If you wish to view the details of a particular ticket, select the icon (square with an arrow) aligned to the ticket to open the information in a separate window.
Search for a Ticket
  1. To search for a ticket, enter any or all of the following information into the Search field and then select the Search icon (looking glass).
    1. ticket number
    2. ticket status
    3. a group of words contained in the Subject or
    4. request details
  2. The Ticket History page displays a list of tickets that match the search criteria.
  3. A blue dot next to the ticket number indicates that the ticket was updated by the tech (the person responsible for resolving issues), and you have not viewed the new information.
Sort the List of Tickets
  1. Select a filter heading drop-down list to sort by the values: Id, Subject, Updated or Client.
helpdesk Ticket History page
Expand or collapse content Add Notes to a Ticket

In the next section, you’ll learn several ways to add information to an existing ticket using the Web Help Desk console. You’ll start by locating the ticket and updating it directly through the Ticket Notes or Request Details areas, including adding written notes and attaching files. You’ll also see how to attach files either to a note or directly within the request details, depending on what you need to provide.

In addition to updating tickets through the console, you’ll learn how to add notes using email when Web Help Desk sends you a notification. This allows you to respond quickly when a tech requests more information by adding your note directly from the email rather than logging into the system.

Add Notes to a Ticket Using the Web Console

Under Ticket Details, you can add a note, then attach files to accompany the new information.

  1. Select the History option on the Web Help Desk console toolbar . The History page lists all entered tickets.
  2. Locate the targeted ticket and select the right facing arrow aligned to the targeted ticket to display the Ticket Details in the right column.
  3. Under Ticket Notes section, add any additional information for the note in the text box and then select the Save note button. (A message displays, reminding you to save your changes.)
Attaching Files to Ticket Notes or Request Details
  1. If a screenshot, document or other files should be added to a note or the request detail of a ticket, select the Browse button. (A message displays, reminding you to save your changes.)
  2. Choose the file to attach and double-click the file.
  3. A message displays, reminding you to save your changes. Select the Save note button if attaching to a note or the Save file button if attaching to the Request Details section.
  4. The file will display under the Browse button, and the assigned tech is notified.
Tickety History page with Ticket Details section open to display the Ticket Notes and Request Details areas.
Add Notes to a Ticket Using Email

Web Help Desk can send emails when a change is made to your ticket. For example, if a tech needs additional information, the tech can add a note to describe the required information and Web Help Desk sends an email to request it. You can add a note to the ticket from the email.

  1. Select the Add Note link in the body of the email. Do not reply to the email. A new email is created.
  2. Replace the email text with the note you want to add.
  3. Send the email.

Web Help Desk automatically updates the ticket and notifies the assigned tech that new information is available.

Expand or collapse content Cancel a Ticket

If you no longer need the requested service, you can cancel the ticket.

  1. Select the History option from the Web Help Desk console toolbar. The History page lists all entered tickets.
  2. Locate the targeted ticket and select the name, number of the ticket or the right facing arrow aligned to the targeted ticket to display the Ticket Details in the right column.
  3. Under Ticket Details, select the Cancel ticket button.
  4. The question "Are you sure you want to cancel ticket #xxx?" will display. Select the Yes button to confirm.
  5. The ticket status is changed to Cancelled and the assigned tech is notified.
Cancel Ticket and Yess buttons on the Ticket Details page
Expand or collapse content Close a Ticket

When the assigned tech resolves your request, Web Help Desk sends you an email. The email contains notes to describe what was done to resolve the reported issue, or what was provided to complete your service request.

If you are satisfied with the resolution and the issue was resolved:

  1. Choose the green "Yes" option to close the ticket.
  2. Select the Send button to send the generated email. You will receive an email confirmation that the ticket is closed.

If you are not satisfied with the resolution and the issue was not resolved:

  1. Choose the red "No" option to notify the assigned tech.
  2. Select the Send button to send the generated email.
Close a Ticket email with yes and no options
auto generated email sending message that ticket was resolved,
Congratulations, you are done!