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Information Technology » Help Desk 101

Help Desk 101

How to Open a Help Desk Ticket


The following KB Solution explains how to open an IT Help Desk ticket for the MLSD Tech Department.
Open a Help Desk Ticket at http://mlsd161.org/helpdesk/, logging in with your username and password.
(With the same username/password that you use for Email/Domain)
 
Help Desk login window
Once logged in, select an appropriate category from the Request Type drop-down menu.


There are 3 Help Request categories:

  • Incident Resolution – all tickets for a break/fix request. If it isn’t working properly (including unable to sign in to workstations/Google), please choose this category.
  • Service Requests – all tickets for new equipment purchases, moves, additions, software installations. If it is something new or current equipment going to a new place, please assign it to this category.
  • Assistance/Training – all tickets for assistance with an application/website, tech support with a meeting. If you need someone to help assist/train, please assign it to this category.
Request Type
Enter a Subject, then enter information about your tech issue in the Request Detail field.
If Location and Room are on not pre-populated (or are incorrect), please complete those fields as well.
Attach any files or photos (such as a screenshot of an error) at this time.
Help Request
When finished, click on the Save button located in the bottom right-hand corner.
Save
After a few seconds, you will see a message stating that your ticket has been created.
Thank You!
And that's it!
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You can also create a Help Desk ticket by sending an email to helpdesk@mlsd161.org.
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IMPORTANT!!! When submitting a ticket via email, please include a Subject and Detailed Information
(School, room number, teacher name, and as much detail about the problem as possible), along with any necessary attachments.
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If you have questions or problems regarding the Help Desk ticket creation process, please contact the MLSD IT Help Desk at x4411.