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What information do I need, when creating a ticket at the help desk?

This question mainly applies to staff, but it can be useful for students as well. To expedite the help desk process when creating tickets, it helps if the help desk knows the model, the speed and computer name of your computer (Computer names only apply to UW Oshkosh computers).

It also helps if we have your current phone number where you can be reached, room number and the type of issue that you are experiencing.

HOW TO FIND THE COMPUTER NAME AND/OR MODEL #

 A few of the numerous ways by which we can get the Computer Name and/or Model # for creating Magic Work Tickets include: 

 1. System Information in Windows

 

Go to START > PROGRAMS > ACCESSORIES > SYSTEM TOOLS > System Information

  

  1. Using the “systeminfo” DOS command

 

- Go to “START” > “RUN”

- Type in “CMD” to open the command prompt

- Type in “systeminfo” and hit ENTER (and scroll up to get the information

 

 

  1. Using the “dxdiag” DOS command

 

-         Go to “START” > “RUN”

-         Type in “dxdiag” and Click OK, or hit ENTER

   

  1. Looking at the “My Computer” icon on the desktop (computer name only)

  

  1. System Properties (either by right-clicking on the “My Computer Icon” > “Properties” or through Control Panel)

   

Finding the Name on a MacIntosh

Macintosh

OS 9 and earlier:

For General Information:

  • Make sure the Finder is currently selected. If this is the case the word "Finder" will appear in the upper right corner. (If this is not the case click on whatever program appears there and select Finder from the list that appears.)
  • With the Finder selected, click on the Apple Menu and select About this computer... or About this Macintosh....
  • Your version information will be display in the window that appears.

For more detailed information you can bring up the Apple System Profiler by:

  • Clicking on the Apple Menu and selecting Apple System Profiler This will contain more specific details about your computer the the above steps.

OS X

  • Make sure the Finder is currently selected. If this is selected the word Finder will appear in bold right to the right of the Apple in the top left corner of the screen.If this is not the case, click somewhere on the desktop until Finder appears there)
  • Click on the blue Apple menu, and select About This Mac
  • Your version of OSX should appear on the Window that appears. (i.e. 10.1, 10.2, 10.3, 10.4, etc.)

For more detailed information you can bring up the Apple System Profiler by:

  • With the Finder still selected, open and folder
  • Click on the Applications icon at the top of this screen. (Can also be found by pressing Apple - Option and the A key all at the same time)
  • Find and double click on the Utilities folder
  • Double click on the Apple System Profiler icon This will contain more specific details about your computer the the above steps

 
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