The Tracking System: Jira Sevice Desk
LTS uses Jira Service Desk to track your LTS help requests. The system provides you with an easy-to-use portal for creating, updating, and checking the status of your requests.
Jira Service Desk Home Screen
Note the key features of the main screen:
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What happens next?
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LTS has _many_ methods for users to contact us and request help:
- Web-based Chat Service: lehigh.edu/ltschat
- Email: helpdesk@lehigh.edu
- Text: 610-616-5910
- Telephone: 610-758-4357 (8-HELP) -- (Hours)
- In-Person: EWFM Walk-up -- (Hours)
- Web-Based Ticketing System: Jira Service Desk
- Whenever you submit a request, LTS staff review your issue in minutes and start the process to resolution.
- The ticketing system emails multiple LTS staff members simultaneously.
- You'll get a copy of the ticket/issue in your inbox and can reply to the email to communicate with LTS.
- The system holds all info relevant to the work on a particular issue, and can be referred to for future issues.
- Stepwise guides for a number of research processes: Library Research Guides
All requests for assistance are tracked to help LTS learn about our users' needs, and to help us improve performance, reliability and relevance of LTS systems and services. Requests are received first by the HelpDesk team, and escalated to Consultants or system administrators as needed. If your request is referred to a Consultant, you'll need to work with them to make an appointment to meet (in-person or virtual) and discuss or work on the issue. When communicating your needs, it's important to be as specific as possible about exactly what machine or system you're having trouble with.
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