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How to use the Marmot Help Desk

How to use the Marmot Help Desk

This article describes how to use the Marmot Help Desk ticketing system.

Portal Link: Marmot Help Desk Portal

Table of Contents

Accessing the Help Desk

Requesting an account for the Help Desk

Please use one of the following contact methods to request access to the Marmot Help Desk. If you need approval, please have your supervisor contact us with the request.

  • Local: (970) 242-3331 ext. 0

  • Toll Free: (800) 680-0199 ext. 0

  • Email: marmothelp-at-marmot.org

How to log in to the Help Desk

  • You will be directed to the screen where you can add your password. Once your password is entered click on the Log in button.

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Resetting your password

  • On the Log in to Help Center page enter your email address for your library.

  • Once you enter your email address, click on the link labeled “Forgot your password?”.

  • Once you click on the link to reset your password, a message will appear letting you know that a reset password link was sent to the email address you listed on the log in page. Click on the Return to log in link to log in to the portal for your new password.

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Opening a service request

  • Once logged into the Marmot Help Desk portal, you will see all the options available to open up a service request. Below is a small sample of the requests that are available. You can use the search box to help find a service request or scroll down the page to see all the service requests available. See the Portal Group vs Request Types for more information.

Each service request comes with a description to better help you navigate to the one that will work best of you.

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Portal Groups vs. Request Types

Portal Groups

  • The main page of the Help Desk has seven sections (see below) representing the individual services or areas. These sections represent the portal groups.

  • The following are the Portal Groups in the Help Desk

    • Common Requests

    • Sierra

    • Computers, Peripherals, & Software

    • Network, Internet, & Servers

    • Pika

    • Logins and Accounts

    • Digital Archive

Request Types

  • Within each of the Portal Groups, there are categories of the request types that are relevant to the particular portal group.

Example

  • The Sierra portal group has the following request types

    • Fix an account problem

    • Report a problem

    • Request ILS change

    • Request Information

    • Request new or change of access

    • Request statistics or data

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Filling out request type template

Example of a request type template

  • Here is an example of the Common Requests template. Once you click on the box for a service request, it will display a page that contains more options to help you choose the option that works best for your needs.

  • Once in a template, users can click on the down arrow on the right in the Contact us about field to change the Portal Group.

  • If you choose a service request and decide to use a different one, you can also click on the Marmot Library Network icon or the Help Center link to get back to the original homepage. The Marmot Help Desk link will bring you to the page with all the portal groups, but you will not have the option for the search field.

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Required fields vs Optional fields

  • Here is an example of a service request that has required fields with an asterisk (orange box) or optional fields without the asterisk (blue box).

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Special notes on location and devices fields

  • Fields for Location and Device will display as shown below. Click in these fields and begin typing to narrow the results.

Location

Choose the location/branch for where the service request pertains. If there are multiple locations, you can either open multiple service requests or select a central location and refer to additional locations in the description.

Device

Note that the device field is only relevant for libraries that participate in Marmot IT.

Sharing a service request