The Community Network uses specialized helpdesk software to keep track of technical support requests, projects, and customer support issues. As a Community Network customer you have the ability to submit new requests and review existing requests within the system at your convenience.

Video Walkthroughs

We’ve created a few videos and provided the step-by-step process that will guide you through creating new tickets in the system or modifying existing tickets. As always, feel free to contact us if you have difficulties or if you need assistance.

How to create a new ticket - (01:37 minutes)
How to update an existing ticket - (01:43 minutes)

How to Create a New Ticket in the Helpdesk System

Creating a new ticket in the helpdesk enables us to quickly respond to your support request and keep a running track of issues that you might be experiencing. This history allows both you and our technicians access to prior discussions and decisions we've had with you and your equipment. At any time you can go back and look at your tickets should a problem re-appear.

    • To begin, Double click on the CN Help icon on your desktop. If you do not see a CN Help Icon on your desktop, open your favorite web browser (Firefox, Safari, Internet Explorer) and go to http://helpdesk.oregonstate.edu


Helpdesk Icon

 

Login to the Coho II Helpdesk

 

    • When you click Login, you will get the following screen:



Submit New Ticket

    • From this screen you will be able to provide a short descriptive subject and provide as much detail about your support request possible. Some common questions we ask are:

 

            How often does it happen? Is the problem intermittent, or can it be reproduced?

 

            When does the problem occur?

 

            If you get an error message, what does it say?

 

            What program(s) were open when the error occurred?

 

            Have you tried rebooting the computer?



  • If you have any attachements such as screenshots or documents you can click browse to locate the files and click on Attach to attach them to this ticket.
  • Select your affiliation from the drop-down list.
  • You can also provide your phone number (or a more convenient number to reach you should you be out of the office)
  • Click the Submit button and your ticket will appear in our request queue. From here we will begin the troubleshooting process and contact you with a response shortly.

How to update or review one of your tickets in the helpdesk system

Once a ticket is created you can review the status of that request at any time. By logging back into the system you can see at a glance all of your open and closed tickets and their current status. You can also quickly make an update that the technician working on your support request will see and respond back about.

    • To begin, Double click on the CN Help icon on your desktop. If you do not see a CN Help Icon on your desktop, open your favorite web browser (Firefox, Safari, Internet Explorer) and go to http://helpdesk.oregonstate.edu


Helpdesk Icon

    • If you haven't logged in to the helpdesk system you will be prompted your login and password. Be sure to use your CN e-mail address (usuallyFirstName.LastName@oregonstate.edu):

 

Login to the Coho II Helpdesk

 

    • When you click Login, you will get the following screen:



Submit New Ticket

    • Click on the icon at the top of the screen called "My Tickets"


Submit New Ticket

  • Listed below you will see all of the tickets that you've got open and closed.
  • By clicking on the ticket number you can review the details about that ticket.
  • If you would like to make a modification or an update to this ticket, simply enter information in the text box and click submit.
  • Your ticket update will appear in our list and be taken care of shortly after we receive it.