NOTE- One Stop recommends using Chrome. Login to the One Stop portal through your web browser: https://onestop.vcsu.edu 1. On the left hand menu, click the Solutions tab.  2. Click on the desired folder within which you are about to create an article. IE: General. 3. Click on the Add New button and select Article. 4. Add a title for your solution and enter the content in the text editor. You can format your text and/or insert images and video using the formatting menu bar directly above the text editor. NOTE - Make sure to Save along as you go so you do not lose your progress. 5. Finish creating your solution by entering properties in the right hand column. Properties include: Category: Verify the category the solution belongs in. Folder: Verify or select the folder the solution article belongs in. Type: Solution type should be Permanent. Tags: Tags are searchable words that help users find your document. Attach a file: Available to upload files 25MB or less (available at bottom of solution). 6. Click the Save button. Preview your solution, review the properties, and then click Publish. NOTE- To make edits, click the three dots and select Edit. Resave and Republish your solution after your edits. 

In order to create a ticket in One Stop from an email, you will need to forward the email into the One Stop system. This will generate an unassigned ticket in One Stop that users will need to update and assign accordingly.  NOTE - Each department will have their own forwarding One Stop email address. Use the appropriate email address to submit tickets per department. Forwarding support emails to One Stop: 1. Click the Forward button in your Outlook menu. 2. Enter the appropriate department One Stop forwarding address. IE: tsticket@vcsu.edu for the Technology Services Dept. NOTE - Yo may add any directions or notes to the email before forwarding to the One Stop system. After you forward the email to the One Stop system, you will need to update the requester information and assign the ticket. Updating and assigning a One Stop email ticket: NOTE - There are multiple ways to view the new ticket. In this scenario, we will be using Unassigned Tickets. 1. Click Unassigned to view open and unassigned tickets.  2. Open the new ticket and click on the pencil icon to edit requester information. 3. Enter the email address of the original user or email address requesting support and then click Update. 4. Lastly, under Properties, assign the ticket to the appropriate department and agent. Clic Update to save Property changes.

Note - You need to be logged in to the VCSU OneStop portal. 1. On the top right hand side of the portal, select New - Incident. 2. Enter the following information into your new ticket: Requester (your @vcsu.edu email address), subject, group, agent and description. When finished, click Save on the upper right hand side.

In effort to better assist students, One Stop has an Assume Identity feature that enables agents to view the portal as a student.  1. Select the gear box in the side menu bar. 2. Click on Requesters. 3. Scroll the directory for the specific student you are working with (ie: Dustin Miller). Click on the students name to open their details. Click Assume Identity in the top right corner. 4. When assuming a student's identity, you will be directed to the OneStop home page and viewing as if you were the student. On the top of the browser, you will see the student that you are acting as. To end or cancel, click Revert Identity. 

One Stop has several default views to show available tickets.  This article describes how to select different views. Click on your ticket dashboard. Click on the dropdown menu to see the ticket default views. Select the appropriate view you wish to see.

Tickets can be shown using custom filters.  Those same filters can be saved to select later. In your ticket dashboard, navigate to the far right hand side to customize filters. To save this view to access later, click on the check box by the ticket dropdown menu. Name the list accordingly. The list will now show as a default in your ticket view lists.

All tickets can be searched using keywords or tags.  To do a search, click on the magnifying glass on the upper right hand menu. Type in a keyword; ie 'projector'. All tickets that have the word 'projector' will populate. Select the ticket you are looking for.

When creating solutions within One Stop, sometimes it's useful to switch to the support portal view to verify edits. Click your profile picture. In the drop down menu, select "View Support Portal".   To revert back, you can either: - Delete /support/home from the address bar: - Click the Back button on your browser. - Click Edit Profile.

Sometimes its necessary to sort or view tickets with custom filters. To use filters, navigate to the right hand side of your ticket dashboard. Enter the criteria you wish to filter.

Users must be logged into One Stop in order to submit or approve a One Stop service request. To login to One Stop: Open your browser and type in onestop.vcsu.edu.  Login with your @vcsu.edu credentials.  NOTE: You will be prompted for Duo Mobile to access One Stop.     To access One Stop service requests: An email is generated when a service request is submitted. Click on the Service Request Link in the email to be directed to the service request in One Stop. An alternate way to access pending approvals is by clicking the Notifications bell. Click on Approvals to view your list of pending approvals. Once your service request ticket is open, click on the Approval button to be directed to the approval section. To approve a request: Hover your mouse over the request to show the Approve and Reject selections. Click on Approve.  A remarks box will prompt you to enter any pertinent remarks/notes and click Approve. To confirm you approved the request, you will see a green checkmark and a time stamp.  To reject a request: Hover your mouse over the request to show the Approve and Reject selections. Click on Reject.  A remarks box will prompt you to enter any pertinent remarks/notes and click Reject. To confirm you rejected the request, you will see a red circle with a 'X' and a time stamp.