The CMoG Help Desk is your one-stop destination to get support for IT, Operations, Point of Sale, and Collections. There are lots of great features available with the Help Desk. You can request services and equipment, approve requests, access a knowledge base, and see announcements. Keep reading to see everything the Help Desk can do.
ACCESS THE HELP DESK
There are many ways to access the Help Desk, but the easiest way, is to click the shortcut on your computer's desktop. You can also access it from MyApps!
SEARCH
The most prominent section of the CMoG Help Desk is the search bar. You can find everything you need and get instant results as you type. The search will recommend articles from the knowledge base, items and equipment you can request from the service catalog, and provide you with the form to submit a ticket if none of the other options are what you need.
THE KNOWLEDGE BASE
You can find all kinds of great solutions to common problems from the knowledge base. You can save lots of time by checking here for an answer before submitting a ticket. You can use the search bar mentioned above to search the knowledge base without ever needing to open it directly.
SUBMIT A TICKET
If you're unable to find a solution from the knowledge base or the service catalog, you can directly submit a ticket to the relevant help desk via the Submit a Ticket button. This button leads to a simple form that will then be routed to the appropriate team. Make sure to provide as much information as possible when submitting a ticket, and if you can, include pictures or screenshots!
REQUEST A SERVICE
Need a new mouse or keyboard? Did you crack your screen protector? Or maybe you need to borrow a loaner laptop or extend a user account that's expiring. Whatever you may need, you can likely find it in our service catalog! Simply browse through or search in the catalog to find a list of services. Each item is quick and easy to request.
APPROVE REQUESTS
This button is geared more towards supervisors. If an employee requests an item from the service catalog that requires approval, their manager can find their approval requests here. Our help desk will also send them an email with a quick and easy process to allow or deny the request.
ONBOARD NEW HIRES
Another button that is geared towards managers. If you have a new employee joining your team, you can submit an onboarding request here. This form will allow you to request their CMoG account creation, and get them any hardware, software, and access they'll need to do their job. Make sure to submit this as early as possible, as most hardware requires two weeks of lead time to prepare.
ANNOUNCEMENTS
Above the search bar, you can find the announcements panel. If you're noticing a system outage or if there's an issue affecting many of our staff, we may post an announcement here and on Museum Matters. It's a good idea to glance at this before submitting a ticket, as we may already be aware of the issue and have helpful information available.
OPEN TICKETS
You'll get an automated email when you open a ticket, and emails every time a help desk agent replies to your ticket. If you lose the email or need to make adjustments to your ticket you can use the Open tickets button at the bottom of the help desk portal to see everything you have open.
CLOSING REMARKS
Thanks for reading this tech tip! If you have any questions, don't hesitate to submit an IT Help Desk ticket to ask us!