Click on the section of the Web Help Desk (WHD) you want to find out more about:
Other Tutorials:
Login
Visual Tutorial(s):
Users can login to the site by using their full Email Address and Password.
The email address is the BroncoName with "@csupomona.edu" and the password is the same BroncoPassword that
is used to login to the campus email.
Note for Student Assistants: You might not have access to the site if you did not submit a
request to Ernesto Rodriguez to grant you access. If that is the case, please have your supervisor submit
your requests for the time being.
Help Request
Visual Tutorial(s):
The Help Request page is where all the various tickets for different requests are entered into the system. To start,
the user needs to select the Problem Type - a list of related dropdowns that breakdowns requests accordingly so that
the requests would be handled in the most timely manner by tech support staff. The Subject field is where the user
can be more specific as to what the request relates to. Problem Type should contain as much details as possible of
what is being requested. Users will be informed the status and progress of the request via email. However, if deemed
necessary, additional individuals can be notified of the status/progress by including their emails in the Carbon Copy
textbox. Attachments in the form of screenshots or files such as Word documents can be added to assist with the request.
Click the Continue button to proceed to selecting My Department. My Department is where you specify
the location in which this request is needed at. If it is not applicable, please select your Department and Room.
Click the Save button to submit the request and you be presented with a confirmation page that has your ticket number.
An email confirmation will also be sent to your email address.
Ticket History
Visual Tutorial(s):
The Ticket History contains all the tickets that you submitted on your account. The request, along with the notes
associated with the ticket is presented in a chronological format. Details relating to the ticket can be viewed by
clicking on the respective ticket number. A search with various search criteria is available to narrow down the list
to something that is less overwhelming. From time to time, surveys might be requested to assess how the tech support
staff performed in fulfilling the requests. These surveys would be purely optional.
FAQs
A list of FAQs are available in the Help Web Desk after you login to your account as one
of the top menu items.
Click here
to login to the Web Help Desk
FAQs are added as questions related to what users asked are answered.
User Profile
Please refrain from making any changes to your User Profile in Web Help Desk as this data is from your Bronco411. It is overwritten
periodically as new information is recieved from Bronco411.
To make changes to the information found in the User Profile, please go the
Employee directory update form instead.
PDF Tutorials
Central Academic Affairs Division Technology Support
