Submitting an IT Support Ticket

To ensure the fastest possible resolution, please submit all IT issues through the IT Helpdesk Portal whenever possible.

The Helpdesk Portal can be accessed at: helpdesk.oneilllogistics.com

Alternate Method: Email

If you cannot access the portal, you may submit your request by emailing the IT Helpdesk. Email requests will be converted into support tickets automatically, but the Helpdesk Portal remains the preferred method. Email Us @helpdesk@oneilllogistics.com

Providing complete information when submitting your support ticket helps the IT team diagnose and resolve issues more efficiently, reducing downtime for you and your team.

For the fastest resolution, please assume that we know nothing and vividly describe your issue, including as many details as you can. Please use the list below as a starting point:

• System or application affected
• Supporting Information
• Screenshots
• Photos of equipment or error messages
• Facility and Department
• Business impact
• Who is affected?
• Is work stopped or delayed?
• How many users are impacted?
• Troubleshooting already performed
• Hardware or equipment ID
• Printer Name
• RF Scanner ID
• Computer Name
• Any relevant identifiers or reference numbers
• Order #
• PO #
• Report Name
• User IDs
• Tracking numbers
  
  

Please select the appropriate priority based on the business impact of the issue.
If you are unsure which priority to select, choose the option that best reflects the actual business impact rather than the urgency you feel. For any critical issues that may arise after normal business hours please submit the ticket and call the IT Help Line (732)896-2761

Critical

• Warehouse operations stopped
• Critical business system unavailable

High

• Shipping or receiving cannot continue
• Multiple users affected

Normal

• One user unable to perform a key job function
• Equipment malfunction with a workaround available

Low

• General questions
• Software and Hardware requests
• Password resets

1. You will receive a confirmation email with your ticket number.
2. An IT technician will review and prioritize your request.
3. You may be contacted for additional information.
• Please respond as soon as possible.
  If a ticket is waiting for user input for two (2) business days without a response or follow-up, IT will automatically close the ticket under the assumption that the issue is resolved or no longer affecting operations.
4. You will be notified when your issue has been resolved.
5. For escalation, please contact Robert Smith - rsmith@oneilllogistics.com

• Submit your ticket through the portal
• Be very specific about the problem, business impact, and who is affected
• Include the exact location and devices.
• Attach screenshots or photos when available.
• Explain how the issue affects your work.
• Respond promptly if IT requests additional information.