BCM Service Desk Express

Reporting an Incident

You can use Service Desk Express (SDE) to report technology-related problems you are having. By using SDE, you create an "incident" which is reported to the LTS Help Desk, who then forwards it to the appropriate party for resolution.

Reporting an Incident
Adding an Attachment to an Incident
What's the Name of My Computer?

Reporting an Incident

Open Service Desk Express
The BMC Service Desk Express page opens to display any existing incidents that you have reported
If you have no open incidents, the page appears as shown here.
In the Task pane, under Actions, click REPORT INCIDENT
OR
From the Incidents tab, under Actions, click NEW
If you have more than one office on campus, the Select From CI Assemblies dialog box appears.
Select the location from which you are reporting the incident.
Click OK
The Incident tab is selected and displays your information..
In the Description text box, type a description of your problem
NOTES:
It is important to give your location (building and room) and your computer name.
Be as descriptive / precise as possible.
Shown here is an example of a completed description.
Under Actions, click SUBMIT
A confirmation dialog box appears displaying the assigned incident number.
Click OK
NOTES:
The incident has been reported.
An email will be sent to the LTS Help Desk and the incident assigned to the appropriate party.
In the Attachments section, the ADD button becomes active.

Adding an Attachment to the Incident

If you are receiving an error message as part of the problem you are experiencing, it may be helpful to attach a screen capture of the message. Similarly, if you are having difficulty with a document or file, you may want to attach the file.

NOTE: You must first report an incident before attaching a file.

In the Attachments section, click ADD(H)
The Add Attachment – Windows Internet Explorer dialog box appears.
NOTE: The ADD ATTACHMENT button becomes active after an incident has been submitted.
To select the image or document,
1. Click BROWSE…
  The Choose file dialog box appears.
2. Using the Look in pull-down menu, navigate to and select the file
3. Click OPEN
Click SAVE
The file has been attached to the incident report.
To exit SDE, click LOG OFF
A confirmation dialog box appears.
Click OK

What’s the Name of My Computer?

When reporting and describing a problem using SDE, it is important to provide the name of the computer involved as part of the description of the problem.

To find the name of your computer, go to your computer’s desktop or to the Start menu
Look for your_username on DEPT#######
HINT: Your computer name starts with the abbreviation for the department or location (e.g., LAB, LTS, COB)
EXAMPLE: weiserjl on LAB-OL1108-06
In this example, the computer name is LAB-OL1108-06.