When you realize you need help with your
computer, phone, or printer, and your supervisor can
not help, please go to
Something very similar to this will appear:
Choose: I am a
Faculty or Staff
Now you have several
options for contacting
The preferred method is
submitting a ticket. The rest
of this PowerPoint will walk
you through this step.
Choose: Submit a
Just left of center and toward the top is the
knowledge base link. Click on Knowledgebase.
Lets look at the knowledge base first.
There you will find several categories of articles. These
articles may have the answer you are looking for. Browse
through to see if what you are looking for is there. You
can also use the search box to search for your issue. Just
type in a few keywords, like wireless network or eSafe.
If no help is found using
the knowledge base, then
you will need to submit a
Submitting a ticket is easy!
First you must log in. Use your
ACM username and password.
If you have problems with this
please call HELP (4357) from
campus or 301-784-5000 ext. 4357
from off campus.
allows you to set up profile for yourself, You can
include your title/position, a phone number, and an image. Be
sure to click update when finished.
allows you to choose the correct time zone, enable
Daylight Savings Time and the language you are most
allows you to change your password for
helpdesk. This is a password change for helpdesk ONLY, it
won’t affect other passwords that you have.
Submitting a ticket
General/Other-Choose this department if you are unsure of what category the problem falls under.
(IT) Computer Lab-Choose this department if you are having an issue in any of our computer labs. This department is for student use computers
(IT) ERP-Choose this department for problems related to ERP, Colleague, or Web Advisor. This queue also handles all legacy system problems.
(IT) Hardware Requests- Choose this department for your hardware needs (except if it is in a classroom, then use the Computer Labs department). This includes mice, monitors, computers, printers, phones, etc…
(IT) Portal (my.allegany.edu)- Choose this department if you are experiencing difficulties with the portal.
(IT) Software Requests-Choose this department for any of your software needs. This includes any requests for new software or licensing questions.
(IT) Website-Choose this department if you have a question about our college homepage (www.allegany.edu). You can also make requests to place content, get assistance if you are experiencing web/server errors or make adjustments to your existing page(s).
(IR) Reports and Data Processing-Choose this department if you need a report ran or are having issues with data processing.
(ITMMS)Blackboard-Choose this department if you need assistance with anything blackboard related.
(ITMMS) Classroom Technology-Choose this department for help with projectors, document cameras, clickers, SMART podiums/boards and the Distance Learning Labs.
(ITMMS) Media Services -Choose this department if you have any questions about or need help with producing media.
(ITMMS) Photo Request -Choose this department if you have any questions about or need help with photography.
(ITMMS) Video Request -Choose this department if you have any questions about or need help with video production.
Lets do a test ticket!
Make sure you are logged into
and choose Submit a Ticket.
Let’s use the General/Other department for our ticket.
Choose General/Other and click on the next button on
the bottom of the window.
Start filling in information:
Choose the campus Choose the building Enter the room number
Enter the phone number Enter the Contact Name
Choose the Department Type* Enter the Department Name
*Academic for Computer Lab issues. Administrative for Faculty/Staff issues
Enter a subject for this ticket
Enter in as much detail as possible, this is the reason for the ticket.
As you enter your Message Details
Knowledgebase suggestions will appear below. If you see the solution to your problem, click on it. You can solve your own problem and log out without having to submit a ticket. However, if you don’t see your answer then choose the submit button on the bottom of the page. You can also upload files/attachments by choosing Add File and attaching your file. This is helpful if you have screen shots of any errors you receive.