How to submit SSL issues and requests
How to Access Employee Support (ITS HelpDesk)
- Log in to OneLogin
- Select the Employee Support Application
- In the new ITS HelpDesk tickets are split into “Request a Service” and “Report an Issue”. Service Requests are generally used to request access and work to be done in the SSL, and Issues are used to report something not working as expected in the SSL.
How to Request a Service > SSL (Student Success Link)
- See the list below for options you will find under the for “Request a Service” list after selecting the icon above for “Request a Service” and selecting SSL (Student Success Link – Salesforce CRM) from the Service Catalog:
- Communication Campaign: Request for Email Template
- Communication Campaign: Request for Texting Template
- Manager Request for Access to Texting: For Manager to request access for texting in the SSL on behalf of staff
- New CEEB Code: Request a new CEEB Code for a High School or College
- Request change to Success Teams in the SSL: Request to add a new success team, remove a success team, change automation for assignment of success team, or update users in a success team
- Request a Report: Request for a new report in the SSL or update to an existing report in the SSL
- SSL User Access: Request to add, remove, or change a user’s access in the SSL
- Complete the required fields and click the button for “Place Request”. The SSL Team will follow up once the request has been completed.
Sample Service Request Submitted
How to Report an Issue > SSL (Student Success Link)
See the list below for options you will find after selecting the icon for “Report an Issue” and selecting the SSL.
- Select “Report an Issue”
- Select Category = Software and Applications
- Select Sub-Category = “SSL (Student Success Link – Salesforce CRM)
- Select item from List:
- A&R Registration Form: Used for any issues related to the A&R Registration Form
- Access (SSL Internal Users): Used for reporting issues where staff are having issues logging into the SSL after access has been granted
- Access (Student): Used for reporting issues related to student access (ex: student not in the SSL, Student login issues, no Case Record, etc.)
- Calendar: Used for any issues related to the SSL Calendar and Outlook Calendar integration, or other issues related to calendars
- Duplicate Records: Used to submit requests for merging records in the SSL
- Early Alerts: Used to issues related to Early Alerts in the SSL or integration of alerts from Canvas to the SSL
- Error when making an appointment: Used for any errors students or staff get when making an appointment
- K12: Used for any issues related to the College Connection Form and approval process, or High School Information Records
- Matriculation: Used for any issues related to matriculation including matriculation records in the SSL, Matriculation messaging, and success team assignment during matriculation
- Other
- Outage: Report an outage in the SSL
- Student Success Team: Used to report an issues related to a success team not being assigned, or a student not having access to a team or member on their team
- Veterans: Used for any issues related to Veterans including veteran records in the SSL including veteran messaging, veteran success team or success plan assignment, and veteran forms in the SSL
- Student GID: Enter GID for record where you are seeing an issue
- Campus: Select relevant campus
- Subject: Enter issue subject
- Description & Attachment: Provide a detailed description of the issue and a screen shot
- Click “Submit” to enter ticket.
After submitting your ticket the SSL will be in touch via email to update you on your ticket and resolution.
Sample Issue Submitted:
How to Review Submitted Tickets in the ITS HelpDesk
You can log back into the Staff Support ITS Portal and select from the menu on the upper left hand corner to see your submitted tickets and their status:
