Incident vs Service Request - Which One?
The Salem Community College Help Desk has two categories for Help Desk tickets, each with their own purpose: Incidents and Services.
You will only see these options if you are signed in to the Help Desk system through the Online Services Portal.
What is an Incident?
An incident is used for any request where something isn't behaving or working in the correct manner. On the Help Desk Portal, you may enter in an incident request by selecting "Report an Issue".
This will allow you to select an item for any sort of Incident, whether it be an Information Technology (IT) issue [Paper Jams, Login Issues, Email Issues, etc.], a Public Safety (PS) issue [Alarm Issues, Medical Issues, Incident Reports, etc.], Campus Operations (CO) issue [Facilities Issue], or other departmental issues.
Select in the "Issue related to" field to the department that best matches your issue. That will also limit you to options for tickets exclusively relative to that department.
What is a Service Request?
A service request is when you need something set up, or require a certain piece of equipment or other service, such as technician coverage for an event.
Service Requests are categorized by Department, and selecting that department will show you only Service Request options specific to that Department.
What if what I require isn't a category?
If your issue is an Incident, simply select the Information Technology department as the issue related to, and select the "IT - Other category".
If your issue is a Service Request, and no category seems to exist, under the Information Technology Department, please select the "Service Category Request" option to request a category. If that service request category truly does not exist, one will be created.