This Knowledge Article explains how the Boise State Help Desk and Learning Technology Solutions (LTS) work together, including the support and ticketing process.

Why do I need to contact the Help Desk if I already know I need LTS?

Understanding the Service Now Ticketing System

Boise State University uses a ticketing system called ServiceNow to manage support requests. This system allows us to track users, issues, response times, and work notes.

This information helps us identify support trends, allocate resources effectively, ensure accountability, and resolve issues efficiently.

Step 1: The Help Desk

At this stage, a Help Desk agent receives your request and creates a ticket in ServiceNow. The agent gathers key details about the issue and the user, provides initial troubleshooting resources, and documents all steps taken.

Boise State Help Desk agents are trained to provide general support across a wide range of topics. Data from ServiceNow shows that a large percentage of issues are resolved at the Help Desk level without needing escalation. This makes the Help Desk a critical part of the support system, allowing specialized teams like LTS to focus on more complex issues.

Step 2: If the Issue Is Not Resolved

If needed, the Help Desk will escalate the ticket to the appropriate team. At this point, the ticket is routed to the Learning Technology Solutions (LTS) queue.

Common Questions or Concerns

Concern #1: “My ticket was closed before my issue was resolved.”

If you have an open ticket and feel your issue is not resolved, let the Help Desk agent know. They will escalate the ticket. Tickets are only closed when either:

the user stops responding, or
the user confirms the issue is resolved.

Concern #2: “I want to go directly to LTS.”

When submitting a ticket, you can request: “Please escalate this ticket to LTS.” The Help Desk may still gather key details to ensure LTS can resolve the issue as quickly as possible. From there, the ticket will be routed appropriately.

Step 3: The Ticket Reaches LTS

LTS is committed to providing timely and effective support. Our team actively monitors tickets during business hours (8:00 a.m. to 5:00 p.m., Monday through Friday).

Requests sent directly to LTS staff or the LTS email are still logged in ServiceNow to ensure proper tracking and support.

(See the section above for more information about ServiceNow.)

Step 4: Resolution

An LTS team member will take ownership of your ticket and work with you to resolve the issue. If you feel your issue is not fully resolved, let the assigned team member know.

Need Immediate Help?

If you prefer real-time support or a one-on-one conversation, we offer additional options:

LTS offers daily Zoom Help Sessions where you can drop in and ask questions about learning technologies. These sessions are staffed by multiple LTS team members and can support a wide range of topics.

A full schedule is available here.

Each session remains open for at least 30 minutes and may close early if no attendees join.

If these times do not fit your schedule, contact us to arrange a one-on-one Zoom session.