Submitting a Helpdesk Ticket

Overview

Technology Services accepts Incident (also known as Break/Fix) and Change Requests (also known as Work Orders or Move-Add-Changes) through our KACE ticketing system.

Review the following documents that explain how technology users within the City of Middletown can report and track issues using this ticketing system.

The more information you provide when opening a ticket, the more efficiently and effectively Technology Services can resolve your issue.

Helpdesk Documents

  1. Checking Status of an Open Ticket (PDF)
  2. Escalating Unresolved Issues (PDF)
  3. Off Hours Support (PDF)
  4. Submitting a Ticket Method 1 Using the KACE Web Application (Preferred) (PDF)
  5. Submitting a Ticket Method 2 Opening by Email (PDF)
  6. Updating an Open Ticket (PDF)