Submitting a Helpdesk Ticket:  Requesting RDS for MAC Computer Users/Students
Channel: Computer Technology at Rio Salado College
Date: 2023-05-09

This video provides step-by-step instructions on how to submit a Helpdesk Ticket to grant a student access to remote desktop services (RDS) and Microsoft Access.

1. Within your CourseHome Page of RioLearn, navigate to the ADJUNCT link in the menu, and under “Other Tools” select RioLearn Issue 
2. Once on the Service Desk screen, you should see Submit a New Call.
3. The email address box should populate with your email address.  If it does not, type in your Rio Salado email address.
4. Based on your email address, the Customer's First Name, Customer Last Name, MEID or Student ID, and phone number should populate.  If not, type in these required fields.  
5. Although you are the author of the helpdesk ticket, I suggest starting the carbon copy box or E-mail CC with your email address, then add your student's email address, and our department. [first.lastname@riosalado, studentMEID@maricopa.edu,  computer.technology@riosalado.edu]
6. Skip the Department and Due Date boxes.
7. For the next section, enter
    a)  Term:  Summer 2023 is 4234 (The first digit is always 4, the next two digits are the year, and the last digit is either Spring which is 2, Summer which is 4, or Fall which is 6)
   b)  Course:  Add course name
   c)  Section:  Add section
   d) Student’s name: (Last Name, First)
   e) Student’s MEID #:  MEID
8. For the Summary Box, type Add MAC student to CIS105 RDS Group for Microsoft Access
9. In the Detailed Description Box, type "Hello Please add the mentioned MAC student to the external CIS105 group so they can have access to Microsoft Access on their computer.  Thank you!   

Once the helpdesk ticket shows "Call Status - Complete", have the student type the following URL address to their browser for step-by-step instructions for remote desktop connection. 
https://riosalado.coursearc.com/content/cis-public/remote-desktop-connection/rds-for-mac-users/

10. Press Submit.