MFD Ticket Process
Posted by David Strong, Last modified by David Strong on 11 December 2019 12:23 PM

Process for Submitting MFD (Multi-Function Device) Tickets to Desktop Support

When submitting tickets to Desktop Support for MFD support (hardware issues, software issues, physical location changes, etc) there is certain information that must be included in the ticket.

Note: This does not include requests for MFD supplies such as paper or toner. Users needing normal supply reorders for the MFDs should fill out the MFD Supply Order Form.

The following information is critical as it helps Desktop Support accurately submit requests to Conway (who we lease our MFDs from) for support:

  • Conway ID # - This is found on the "Conway" sticker on the front of the machine. Typically it is a series of two letters and a few numbers (i.e. TH123 or TE345).
  • Building MFD is located in
  • Room that MFD is in or near (i.e. Boyd 203 OR 2nd floor hallway near Boyd 203)
  • MFD printer queue name (i.e. lamsonmulti05) - this isn't mandatory but definitely helps Desktop Support identify the MFD in question

Please make sure we are clear when submitting these tickets about what the issue is and what troubleshooting steps have been taken to try to fix the issue so that Desktop Support can include that on the support request to Conway.

If the only information that is available from users is the MFD queue name or location, supervisors can look up the Conway ID on this Excel Sheet:

MFD Master List.xlsx

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