Our Online Ticketing System, also known as the End User Desktop or EUD for short, allows you to submit tickets directly to the Help Desk online, as well as check on open incidents, see knowledgebase and faq entries, and browse known issues (and alert us that you're also affected by a known issue).

The EUD can be accessed at https://support.salisbury.edu/User/

When you first access the EUD, you'll see a login screen.

To log in, use your full SU email address (such as helpdesk@salisbury.edu or sg12345@gulls.salisbury.edu) and your email password. If you don't have an SU email address, then you can click the Register button. For more information on creating a login, see the Registration for non-SU users section at the end.

Once you log in, you'll see the main screen.

As you can see, the page is rather simple. Headlines, if there are any, are displayed in the main page. There's also a navigation bar to the left split into two sections, Solutions and Support. Solutions contains links to a Knowledgebase and FAQs. The Support section contains links to creating and checking on your tickets, as well as a list of known issues.

Solutions

The Knowledgebase link allows you to search our Knowledgebase for known solutions to common problems.

When you first click on it, you are presented with a simple search. You can click on Advanced Search for more search parameters, as shown below.

Once you search a list of entries is found based on your search parameters.

Clicking on one of the entry links will bring up the knowledge entry page.

Your search term keywords will appear in red on this page. All KB entries also have feedback options for you to add comments and rate its usefulness.

Also on the Solutions section is the Frequently Asked Questions.

The FAQs are organized by topics. Clicking any of the topic names will reveal FAQs found under that topic. Clicking on "Read" will pull up the FAQ in page.

Support

In the Support section, clicking on Create A New Ticket will open up the new ticket screen. 

In this screen, you can add information concerning your ticket as well as attach any relevant files, screenshots, etc. When you hit Submit, your ticket will be entered into our ticketing system and we will begin processing your issue.

You can check the status of your ticket, as well as add updated information, through the Check or Add To Your Ticket link. 

This will show a list of the tickets that you have in our system. If you have several tickets in our system, you can use search to narrow the list.

Clicking on the linked date on any of them will allow you to view the ticket, as well as update the ticket. 

Finally, you can look at current and known issues by clicking on the Known Issues link. 

Clicking on the hyperlinked date to the left  will open up the known problem entry for more information.

If you are experiencing this same issue, you can create an associated incident ticket directly from the link on this page.  

Doing so pre-populates the description with details from the known issue, and gives you an opportunity to add to the description and attach any relevant files or screen captures prior to hitting submit.

Registration for non-SU users 

Fill out the information and hit submit. Note that you'll need to remember the login and password you create here to check on your ticket. If you don't think you'll be needing to check on your ticket, then instead of creating a login, we suggest sending an email to helpdesk@salisbury.edu instead.