Submit a Help Request (804) 828-2227 | itsc@vcu.edu

Getting Started

[Printer Icon] Print this article

 

  • To access LANDESK Service Desk, navigate to http://servicedesk.vcu.edu and log in with your VCU eIDand eID password. You may use any of the following browsers:
    • Google Chrome
    • Mozilla Firefox
    • Microsoft Internet Explorer (version 10 and later)
    • Apple Safari (version 7 and later)
    • Opera
  • If you are unable to login to Service Desk with your eID and password, but your eID and password work for other applications, please send an email to servicedesk@vcu.edu.
  • Service Desk times out after being idle for one hour. When this occurs, simply login again.
  • Service Desk has two user levels - End User and Analyst
    • The End User role allows customers to:
      • Create an incident or service request for themselves or on behalf of another user.
      • Add a note or an attachment to the ticket.
      • Check on open incidents and open service requests.
      • Check on resolved incidents and service requests.
      • Start a chat session with a VCU IT Support Center analyst.
    • The Analyst role allows IT technicians to:
      • Create an incident or service request for themselves or for a customer.
      • Check on open incidents and open service requests
      • Check on resolved incidents and service requests.
      • Start a chat session with a VCU IT Support Center analyst.
      • Query tickets submitted for themselves or for a customer.
      • Perform functions from the “Action Bar” including but not limited to adding notes, attachments, and tasks to existing tickets; reassigning tickets; resolving tickets.
      • NOTE: Only IT technicians whose departments are utilizing Service Desk have analyst access. All IT technicians who are not using this system will have end user access to the system. 
  • Schools and Departments with custom dashboards include:
    • Technology Services
    • Division of Student Affairs
    • Humanities and Sciences
    • Massey Cancer Center
    • Partnership for People with Disabilities
    • Qatar
    • School of Allied Health Professions
    • School of Arts
    • School of Business
    • School of Education
    • School of Medicine
    • School of Pharmacy
    • University Libraries
    • VCU Campus Police
  • Service Desk dashboard access can be determined by the business unit assigned to an employee, or school unit assigned to a student in Active Directory if that unit requests this feature. Otherwise, end users and analysts will see Technology Services content in addition to their business unit or school content.
    • For example, someone who works for the School of Business would only see the School of Business dashboard which is geared to technology issues for School of Business faculty and staff.
    • Note: Departments that hire student workers need to request special access for their staff so they can have access to the Department’s custom dashboard. To do so, please submit a request to the LANDESK group under the following category: Application or System - LANDESK - Service Desk - Submit an other Service Request
  • Incident and Service Requests- In Service Desk, tickets are broken down into two categories: incident and service request.
    • Incident- An unplanned interruption to or reduction in the quality of an IT service. All incidents in Service Desk are assigned a ticket number, which begins with the number 1.
      • Example: Incident 1001218
    • Service Request- A formal request from a user for something to be provided - for example, a request for information or advice; to reset a password; or to install a workstation for a new user. All service requests in Service Desk are assigned a ticket number, which begins with the number 4.
      • Example: Request 4000167
    • End users and analysts are not required to determine if an item is a request or incident when attempting to submit a ticket, as all categories have already been pre-assigned in the system either as request or incident.