Helpdesk 101
Getting started with our helpdesk software
I created a ticket, when can I expect an answer?
Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.
What is a ticket? Is it the same as a request?
A ticket is a technical synonym we use for question or request.
Can I use email to reply to a ticket?
Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle it.
I don't find my answer in the knowledge base, what should I do?
Did you try to search using different search terms? If yes, then you should create a new ticket.
Inras instructions
INEOS inRAS procedure To inRAS into INEOS:• Connect to the local Wi-Fi (obtain the Wi-Fi key at remote location if necessary) • Make sure you are using Internet Explorer web browser • Go to the inRAS web site https://us.inras.ineos.com/ • Launch the RSA SecurID softwareUsername: (INEOS ID) Passc...
I have a new user starting. What do I need to do?
If you have a new user that requires access to the Ineos ICE network please fill out the new user form that is now a part of the Mojo ticketing process. Click on the link provided and it will take you directly where you need to go.Helpdesk: (mojohelpdesk.com)
I have an employee leaving. What do I need to do?
If you are notified that an employee is leaving, either an Ineos employee or contractor and they have access to the ICE network and/or an Ineos email address. Please complete the Combined ICE Form that can be located here:https://ineosgroup.sharepoint.com/sites/OPUSA/IT_Team/desktop/SitePages/O&...
Office 365 Website
Office 365 email link
Employee transfer
Did you know that when an employee transfers from one site to another that IT needs to make changes to their account? It is important that they are notified when this takes place so phone numbers can be changed as well as other access. Fill out the employee transfer form to make this happen.Helpd...
SAP Account Request
Do you need an SAP account?Request and account here: SAP Security Request/Change Form (Page 1 of 3) (office.com)
How to access a terminated/shared users mailbox
Accessing a Shared Mailbox Accessing a terminated account mailbox must be done using Outlook 365 on the Web Portal.Once you have been delegated access to the shared mailbox, follow the steps below to add the mailbox to your folders. Log into the Office 365 web portal and select Outlook - http:...