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HelpSpot FAQ

1. Using HelpSpot

1.1. Tips on Contacting the OFAS Help Desk

Questions

  1. When I send an email to ofas@smcctl.org, what happens?
  2. How do I open a ticket online?
  3. When I open a ticket online, what happens?
  4. How can I check the status of my ticket?
  5. What is a "Request"? What is a "Ticket"?

Answers

1. When I send an email to ofas@smcctl.org, what happens?
You will receive an automated email confirming that a Help Desk ticket has been created. The email will contain the ticket number and a link to a web page where you can check the status of your ticket. You will receive a second email regarding your ticket usually the same day. The email will either give you the answer to your question/problem or the email will tell you who is working on your ticket.

Want to speed up our response?

  • Put the appropriate keyword at the beginning of the email subject line:

      • AP - For Accounts Payable
      • JE - For Journal Entries
      • PEID - For PEIDs, including Bill To and Ship To PEIDs
      • PO - For PO and Contracts
      • Kill Job - To have a running job or a printing job canceled
  • In the body of your email, be sure to include:

    • Your phone number
    • Identifying information such as a batch ID or purchase request number
    • A brief, specific description of your question/problem



  
2. How do I open a ticket online?
Click the "Submit a Request" link at the top of this page. A "Submit a Request for Assistance" form will appear in your browser. You must fill out the Name and Email fields and enter your question or the description of your problem in the box provided.

Want to speed up our response?

  • Fill out the "Phone" field
  • Select the appropriate IFAS module from the "How would you categorize this request?" drop down menu
  • Include identifying information such as a batch ID or purchase request number
  • Include a brief, specific description of your question/problem


3. When I open a ticket online, what happens?
You will receive an automated email confirming that a Help Desk ticket has been created. The email will contain the ticket number and a link to a web page where you can check the status of your ticket. You will receive a second email regarding your ticket usually the same day. The email will either give you the answer to your question/problem or the email will tell you who is working on your ticket.

4. How can I check the status of my ticket?
Click the "Check on a Request" at the top of this page and enter the Access Key you received via email from HelpSpot or click the "Request History" link in the email.

5. What is a "Request"? What is a "Ticket"?
A Request is the same thing as a ticket. A ticket is a record of an inquiry received by the OFAS Help Desk. Each ticket is given a unique number and assigned to a single staff person.