MDS for logging tickets on Helpdesk - https://jira.hiru.swan.ac.uk/servicedesk/customer/portal/6/group/22
When raising a request there is an option to search for issues.
This can show many helpful articles which may help you resolve and issues or queries you may have without raising a ticket.
To get a more in-depth search click the Search help link circled in RED
This will allow you to perform an advanced search within the knowledge base:
2. Please select the closest possible option relating to your issue: i.e Software Issue, SAIL System problem etc. If in doubt select Get IT help.
3. Summarise your issue in the Subject line- add Priority to Subject if needed.
4. In the description/main body please provide the following information to help our Team resolve your issue as quickly and efficiently as possible:
Provide a clear and detailed description of the issue/query you are experiencing with as much information as possible. Include your username & project name where possible.
Include steps you have taken to solve the problem and any conditions we may need to consider. Provide clear and concise steps to reproduce the issue, if applicable. Include screen shots of any error messages.
If you are having multiple issues please submit separate tickets. This allows our team to allocate different issues to the most experienced team members and avoids issues being missed.