Tips when submitting a ticket to the OFM Help Desk
Would you like to see your tickets processed more quickly? If so, here are some things that we encourage you to do when submitting a ticket to the OFM Help Desk:
Identify the application. Provide the full name of the application you need assistance with. For a web application, include the URL you used to access the application.
Provide a brief description. The subject line of your email is the first thing we see. Summarize your request to give us context and identify urgency. Examples: MyPortal error, ER password reset, HRMS assistance needed by COB.
Describe the issue. The more descriptive, the better. Give as much information as possible.
What happened?
What did you expect to happen?
What steps were taken before receiving an error?
What date and time did the issue occur?
When did it last work for you?
Is this causing you a work stoppage?
Provide a screenshot. Attach an image or file that captures the issue.
For a screenshot, capture the error message and the entire application (or browser) window in the background. If you are unable to provide an image, include the text from the error when describing the issue.
Protect Personally Identifiable Information (PII)
Redact the entire SSN, DOB, or banking information in an email, screenshot, or attachment before sending. If this is needed, we will contact you by phone.
Using these tips will help us in providing high-quality customer service in a timely manner. Help us to help you. Thank you!
