• Updated 2/23/24

  • visit "open" tickets on Freshservice home page:
  • assign ticket to "Advising Training/ Development..." and fill out PROPERTIES for ticket as needed:
  • Select the "Update" button to save entries
  • If it is an access request submitted by anyone other than the supervisor listed, select the "Approvals" button and send the supervisor a "Request approval" message (autopopulated message)
  • Note: tell the requester that we requested approval as soon as we send it in the ticket (screenshot example pasted in this chat)
  • There is a canned response in the "Access" folder called "supervisor has been contacted for approval" you can add to this message

  • Set the ticket "Priority" based on the requester needs it. For example if the date is imminent, set the priority as "High" to triage
  • manage the ticket as needed