ServiceDesk

Introduction

The Fermilab Service Desk is the way to request help for services and equipment that are provided by Fermilab. Our general advice is that if you have an issue with the Mu2e software, first check the Mu2e ComputingHelp wiki page. For all other questions go straight to the Service Desk. You can access the Service Desk in several ways:

• Log in at: https://servicedesk.fnal.gov/ to create a ticket or search the Knowledge Base
• Send email to servicedesk@fnal.gov (response may be as long as 8 business hours).
• Phone: 630-840-2345. You can speak with a person 8 AM - 5 PM Monday to Friday but you can leave a message 24/7.
• Walk in: Wilson Hall Ground Floor, 8 AM - 5 PM Monday-Friday.

Sometimes you will hear people refer to the service desk as Service Now or as SNOW (the name of the underlying technology is Service Now).

Support for most of our computing resources is guaranteed during business hours,Central time, Monday to Friday and on a "best effort" basis at other times. In practice many computing resources are supported quite well most evenings and weekends. For most other issues there is only support during business hours.

When you create a service desk ticket, you will receive email confirmation. You can add more information by replying to the email. If the service provider has followup questions they will send you email and you should answer by replying to the email.

Tips

1. The front page of the service desk has 6 boxes.
   1. If you wish to report something broken click on the "Get Help" box; this will create an "incident" ticket.
   2. For all other cases, click on the "Request Something" box; this will create a "request" ticket.
   3. Experts can hand direct a ticket to the correct service provider using the "Browse Services" box; this may get a faster response that the first two options.
   4. If you want to search for documentation on a topic, use the "Get Information" box; this is called the "Knowledge Base".
2. If you are not sure if your ticket should be a request or an incident, just take your best guess. They will sort it out.
3. When you create a service desk ticket, you will receive an email confirmation. You can add more information by replying to the email. If the service provider has followup questions they will send you email and you should answer by replying to the email. You can also interact with a ticket by logging in to the service desk (there is a link directly to your ticket in the email).
4. The form to create a new ticket has a field for "Virtual Organization" or VO. Choose "E-973 (Mu2e Muon to ElectronConversion)".
   1. The service desk staff ask that we always fill this out.
5. When you are logged in to the service desk you can access your profile; see below for how to do this.
   1. One of the items in your profile is your default VO. You can set that to Mu2e. This will auto populate the VO field for request tickets but not for incident tickets (I have no idea why one but not the other).
6. You can help improve the capabilities of the service desk web site. If you search for something and have difficulty finding what you want but do eventually it, please open a request ticket and say that you would like them to "Please add the meta keywords xx,yy to the catalog request zz", where xx and yy are the search terms you tried unsuccessfully and where zz is the url of the correct page that you eventually found.

Finding Your Profile

Most people can find your profile by clicking on the hamburger icon (3 horizontal bars) in the upper left of the screen, just to the left of the Fermilab logo; that will open a menu from which you can select "My profile".

If your have selected the SNOW "Classic View", then click on your name in the upper right. That will open a menu from you can select "Profile".