OBT Help Desk - “Remedy” - Requester How to access:
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Log on to your MyDeVry portal by going to my.devry.edu.
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Select the
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Under Contact Help Desk click on the
tab. link.
How to Open a Ticket:
link. The [New Request] screen will display. • Click the • Select the Urgency, Summary and Details then click [Save]. • This ticket then will go to the OBT Help Desk. Note: Any issues you normally report to your local campus help desk should NOT be opened here. This is ONLY for the OBT Help Desk.
How to Modify or Check Status of a Ticket:
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Upon first clicking on the Remedy link within your MyDeVry Portal, you can check the status of any of your existing tickets by going into your Requester Console.
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It displays as shown: Highlight the appropriate ticket and double click.
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Go to the lower half of the ticket and select the
Tab.
Upon going to the Customer Worklog, you will see the notes regarding the ticket. You can use this area to communicate with the tech assigned to your ticket in case you need further information as it is being worked on. Upon typing in the Customer Worklog, click [Save] to send the information to the tech/group assigned to the ticket. Note: To view information communicated between yourself and the tech, click on
How Do I…
in the Customer Worklog to view the history.
Add Attachments? •
You are able to add an attachment by going to the lower area of the ticket that states [Attachments]. Click in the blue box where it states Attachment1, Attachment2, Attachment3. Click [Add], select [Browse] to look for the file you would like to attach and select [Open]. Then click [OK] to attach the file.
Resolve My Own Issues: •
If I have not yet opened a ticket:
Go to the link on the left side in the section of Remedy. Several pages of information will appear. Upon finding the problem you may be experiencing, select the details of the solution. • If I have already opened a ticket:
in the Description field to see
tab on the existing ticket. Click the Go to the button. A new window will display the results, or you may search by Category, Type, Item or Keyword.
Have Questions: • •
Click on the Help link within Remedy. Contact the OBT Help Desk at 877-784-1997, and have your DSI number ready.