1. Introducing Jitbit

2. Introducing Jitbit – The New Support Request System
Jitbit is a clean, user friendly, cloud-based helpdesk ticketing system that will be replacing Quickbase
Jitbit features a number of easy ways to submit a support request – via TheWire, , or simply within Jitbit
Jitbit is single sign on enabled – no password required

3. Submitting a Ticket: Via The Wire
The support request link on TheWire will now redirect you to our internal IT Support Site, where you’ll have access to Jitbit’s knowledge base, as well as the ability to submit a ticket within Jitbit.

4. Selecting this icon will redirect you to Jitbit’s “New Ticket” page where all you have to enter is your address, ticket subject, ticket information, category, & priority

5. Assigning Ticket Priority
Low & Normal Priorities: Disruption to the work of user(s) and/or an acceptable work around is available. Immediate resolution is not needed by the user(s).
Low and normal severity have a service response target of 3 business days or less and result in a conclusion within a communicated timeframe.
High Priority: Support Service – an event that directly supports the execution of a core business service. High severity requests have a service response target of 8 business hours or less and result in a resolution within a normal business day.
Critical Priority: Interruption to critical business processes affecting many users and no work around available. Immediate resolution is needed by user(s)
Critical severity requests have a service response target time of 1 hour and result in a resolution as soon as possible.

6. Ticket Categories
Below are the initial ticket categories that we created. This list is fluid in nature and can be modified and added to at any time by TS.

7. Once you submit a ticket an will be sent Click the link within the to view/track your ticket

8. Accessing Jitbit
Begin by navigating to the TheWire. Then, access IT > Technology Solutions. From here Jitbit can be accessed on the left navigation pane as shown below. Once logged into jitbit you can view current and past tickets.

9. To login, simply click the “SAML Login” button.
Note: If currently not logged into Office 365, Jitibit will prompt for your credentials (IEWC and network password).

10. Submitting a Ticket: While Logged into Jitbit
Once logged in, you’ll be able to see any tickets that you’ve submitted - if you have submitted any. To create a new ticket, simply click the “+New ticket” button.

11. Now enter the ticket subject, any additional necessary information, as well as a ticket category and priority. You can also attach a file to the ticket. When finished, simply click “Submit”.

12. Submitting a Ticket: Via Email
Another way to create a new ticket is to with the necessary information about the issue
This will log a ticket in Jitbit as well as notify IT
If the issue is critical in nature, please mark the as “High Importance” as shown below.

13. Jitbit Knowledge Base
The knowledge base contains documents and videos on many IT related issues. It is a great resource to utilize prior to submitting a support request. It can be accessed easily from the IT Support Site or within Jitbit. The knowledge base is continually updated with new material to stay current.

14. Easily search the knowledge base using key words or phrases related to your issue, or search manually via categories.