Amy Pilkington from the IT Services team gives you the 101 on OneHelp, the place to go for anything from tech support to a Welcome to Country.

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Ever wondered how OneHelp works, who uses it, and the variety of requests that are managed via OneHelp? Well, the wait is over!

Macquarie University’s OneHelp is an interactive, self-service online request tracker for both IT and non-IT related requests.

OneHelp is used by a variety of Faculties and Offices across the University to manage workflows and ensure issues are resolved efficiently and responses are faster and more consistent. Anyone with a OneID can access OneHelp.

Here are a few examples of tickets raised through OneHelp and the teams that manage them:

• I have a new starter and need to order a computer for them.
  Desktop support queries are forwarded to your local IT support teams.
• I have financial delegation and require access to financial systems.
  The finance team will seek appropriate approval and process this request.
• I’m convening a unit and would like assistance in setting up the unit in iLearn.
  This request will go to the Learning and Teaching group.
• I have forgotten my OneID password.
  This is managed by the IT Service Desk.
• I would like to create a new webpage and branded merchandise.
  Group Marketing manages all website content, advertising, branded assets and image requests.
• I am hosting an event on campus and would like to request a Welcome to Country and Acknowledgement of Country.
  This request is managed by the Indigenous Group.

To log issues and requests head to onehelp.mq.edu.au using your OneID and password to log on. Once an issue or request is logged, this raises a ticket number which is used to track the progress through to completion, which includes automatic email notification and status updates.

You can check the status of your ticket by clicking on ‘My Tickets’, or by using the search function at the top of the page. You can also use the search function to find categories in the growing knowledge base.

Top tip – Sending an email to onehelp@mq.edu.au with the ticket number in the subject line of the email automatically updates the ticket.

Tell me more

• For a more detailed overview of OneHelp, go to mq.edu.au/onehelp/
• There are a host of user videos guides to visually guide you through how to navigate, log a request, raise an issue, view tickets and approve or reject tickets.
• Got a burning question? Check out the FAQs section.
• Was your question not covered, or would you like to use OneHelp for your workflow? Contact the IT Service Desk on (02) 9850 HELP (x4357), email onehelp@mq.edu.au, or visit the IT Service Desk located in C5C.

Of course, you can always phone your IT Service Desk as normal. This is the recommended method for raising any time-critical issues.