Boston University School of Public Health

Getting started with Magic (first time requesting help):

1)http://magictsd.bumc.bu.edu/magicsshd
and login using given ClientID

2)Upon first logging in:
Under "My Information" go to "Change my information"

3)In the "Password" field enter in a strong password (mixed upper and lower cases and special characters)

4)Click Submit
Re-enter Password in "Confirm New Password" box that appears.

5)Click Logoff, and log back in with your new password.

*Continue below with "Requesting Help"


Requesting Help:

1)After logging in, under "Problem Management" click on "General Request for Services"

2)On the form click the Drop-down for "Subject" and double-click "LINGA"

3)In the Description Field enter a full description of your issue or request.

4)Once you have completed these items click Submit.

*You should receive an email confirmation shortly following that the ticket is being assigned.

Process to Resolution:

Communication regarding an issue/help request is tracked within the ticket. During the life of the ticket, the Linux Administrator may update the ticket with progress information on working the issue, resolution information, or may ask further questions in the body of the ticket. For each update on the ticket, you will receive email notification that an update to your ticket has been made. At that time, you can log into Magic to see the update. If questions are asked about the issue by the Linux Administrator in the ticket update, please answer these as best you can in the body of the ticket, and click Submit. These steps assist greatly in tracking of issues within the Magic (Solutions) Helpdesk system.

Updating your ticket:

1)After logging in, under "Problem Management: click on "Show All Incidents"

2) Double click the ticket you want to update.

3)Add your response to the Description Field and click "Submit"

*The ticket is updated with your response.