JIRA Service Desk is our replacement for our "homegrown" helpdesk. This guide will help you to navigate it as both customer and agent.
General Information
Terminology and other information that everyone needs to know.
Customers
A customer is anyone who makes a request ("puts in a ticket"). All MSU Libraries employees, as well as any member of the public that raises a request, are customers.
Agents
An agent is someone who works on requests. Only specific MSU Libraries employees are agents - these are paid licenses, and their number is restricted.
Make a request
Use this chart to help you make a request to the right desk in the way that's easiest for you!
| Request type | Desk | Link | Email * |
|---|---|---|---|
| Cataloging, acquisitions, purchase requests, e-resources | Collection Management Services (work in progress) | https://helpdesk.library.msstate.edu/servicedesk/customer/portal/20 | cms-request@library.msstate.edu |
| Printing, audio/video, and more | Digital Media Center | https://helpdesk.library.msstate.edu/servicedesk/customer/portal/16 | |
| Issues with items in Digital Collections or requests for digitization of library collections | Digital Preservation and Access Unit | https://helpdesk.library.msstate.edu/servicedesk/customer/portal/14 | |
| Issues with your computer, software, or any MSU Libraries website | Systems/DIWS | https://helpdesk.library.msstate.edu/servicedesk/customer/portal/3 | servicedesk@library.msstate.edu |
| Services to prepare for a MSU Libraries event | Events Setup (work in progress) | ||
| New hires and departing employees | Employee On/Offboarding (work in progress) |
* Use these email addresses to quickly create an issue!