The procedure to request support from IT is changing, and there is a new process for getting assistance with computer issues.
Lavalla is now using ticketing software to manage computer support requests. This helps IT staff resolve issues collaboratively and allows users to get support faster and from any device.
Requesting Support via Email
To request support via email, send an email to [email protected] . If someone other than yourself needs assistance, ask them to email helpdesk, as we can assist them directly.
When requesting support, please include the following:
- A descriptive subject, for example "Error logging in to SIMON" or "ID Card not working at printer", instead of "SIMON" or "broken".
- A description of what your issue is, and what steps you've tried to resolve the issue. The more information you provide, the faster we can help you out.
- If applicable, screenshots of your issue. Follow the steps in this solution to learn how to attach screenshots
When you send your email, a ticket will be created for you and you'll get confirmation of the ticket's creation. IT will respond to your ticket as soon as they can, and you'll get that response as an email in your inbox. You can simply reply to that email and your ticket will be updated.
Requesting Support via the Support Portal
If you don't have access to emails, you can raise a ticket via the support portal:
- Go to http://helpdesk.lavalla.vic.edu.au
- Click on "Sign In" along the top and sign in with your Lavalla email address and password
- When you're back on the front page, click on "New Ticket" up the top
- Fill out the required details. An email will be sent to your address to confirm a ticket has been created, and your request will be attended to shortly