IT Ticket System

IT Ticket System

Entering the System:

·  To enter a ticket, go to this site: http://helpdesk.galls.com

·  You will then be prompted to login – Your login will be your

PC user name/password.

Under the Service Desk tab you can:

·  Enter a new ticket

·  View existing tickets

Entering a New Ticket:

After choosing the “New”:

·  Select a Queue..

/ Select location
·  B2B & UP Requests – Anytime a B2B site needs created or something done open a ticket in this queue.
·  Galls Building Maintenance (Lex only) – For any Maintenance related needs.
·  Galls IT Queue – IT support related tickets are opened here.
·  Galls Safety Issues - Being tested now, not for use at this time.
·  GQ Queue – This queue is for any GQ related problems.
·  Item Setup / Maintenance Queue – Anytime you need Items setup or changes made open a ticket here.
·  Merchandising Request – Any of the Merchandising needs go here.
·  Retail Complaints – Anytime a customer has an issue with a store and calls in, it goes here.
·  Uniform Service Queue – Like Merchandising any Uniform needs are placed here.
·  Web / Catalog Errors – Anytime you see an issue or something in correct on the website or Catalog put it here.

You will then get the New Ticket template.

·  Choose the impact– How many are affected by the issue and is it stopping work or is it an inconvenience. Rule of thumb:

·  Choose the Category – What is it in relation to?

§  E-mail: Any issues you may have with Outlook, Webmail or receiving e-mail on your company issued phone.

§  GQ: There are four GQ options, choose particular application you are having issues with and give details in the comments section.

§  Hardware (other): Includes monitor issues, keyboard or mouse.

§  MS Office: If you were to have any trouble with Word, Excel, Access, PowerPoint, choose this option.

§  Phone: Any internal phone issues, such as problems with the phone itself, routing changes, or setting up a new extension.

§  Printer: Any issues you may have with a printer, connectivity, paper jams, print quality, etc.

§  Prism: Choose this for any issues you may have within Prism or the connectivity client Tiny Term.

§  Software (other): Choose this option for any software needs you may have that don’t fit any of the other categories.

§  Other: Anything not represented by the above.

·  Attachment - If you have a screen shot – you may attach it to the ticket.

By clicking the browse to search for where you have saved a document w/ the screen shot.

Once you’ve “Saved” the ticket you will get a ticket number:

At this point the ticket is in the system. If you have any additional information, you can click “Add Comment”.

Viewing an Existing Ticket:

·  All Queues would be if you wanted to see all the tickets open across the board in all locations.

·  Switch Queues would be when the system is showing the wrong location for you. Ex: Shows ”Galls Lexington” and you’re in “CA Retail”.

If it is a Production Stopping issue: If a department is completely down, or GQ is unreachable, issues such as these are considered Production stopping. If this is the case, you will need to dial the “HELP” line which is extension 4357(HELP) if you are in Lexington. If you are outside of Lexington you’ll need to dial 859-266-7227 ext HELP(4357) when prompted to dial an extension.

If by the unlikely chance no one where to answer, you can reach Eric Helton at 859-333-3327 or you can call Lenny Lufrano at 516-697-9455.