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Would you like to see your tickets processed more quickly? If so, here are some things that we encourage you to do when submitting a ticket to the OFM Help Desk:
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Identify the application. Provide the full name of the application you need assistance with. For a web application, include the URL you used to access the application.
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Provide a brief description. The subject line of your email is the first thing we see. Summarize your request to give us context and identify urgency. Examples: MyPortal error, ER password reset, HRMS assistance needed by COB.
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Describe the issue. The more descriptive, the better. Give as much information as possible.
- What happened?
- What did you expect to happen?
- What steps were taken before receiving an error?
- What date and time did the issue occur?
- When did it last work for you?
- Is this causing you a work stoppage?
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Provide a screenshot. Attach an image or file that captures the issue.
- For a screenshot, capture the error message and the entire application window in the background. If you are unable to provide an image, include the text from the error in your description.
- Be sure to redact Personally Identifiable Information (PII) such as a full or partial SSN, DOB, or banking information before sending it.
Using these tips will help us in providing high-quality customer service in a timely manner. Help us to help you. Thank you!
Questions?
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