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MSJC > Instructional Technology Support > How do I submit a Help Request? (Get Technical Assistance Online Using Track-It)

How do I submit a Help Request? (Get Technical Assistance Online Using Track-It)

  1. If this is your first time logging on, type in a random (unique) user name and click the 'Sign In' button. A new screen will appear that will allow you to set up a password to go with your new user name. 
     
  2. Fill out the requested information on the screen and click the 'OK' button (print or write down this information for future use as we can not retrieve it for you and you will need it to access your solution).

    Troubleshooting: Remember that the user name you choose must be different than the ones in use by all other users of the system. If you receive an error message then try using a different user name. If you can't seem to log in please e-mail us at help@msjc.edu or call the help line at (951) 487-3411 to leave a help message (remember to leave your name, phone number, and your student ID# or SS#).
     
  3. After steps 1-3 above have been completed (one time only) you need only enter your user name and password at the Track-It screen to get into the system. You must remember your user name and password for us to continue to help you. 
     
  4. Now that you are into the Track-It system, you can use the search option on your own to find an answer or submit a work order to get online help. We'll help you with the latter. . .
     
  5. To fill out a work order click on the "add a new work order" link in the middle of the home page (click 'home' in the upper left corner of the web page). 
     
  6. Fill out the form to clearly describe the problem you are having. Keep in mind that this is for technical problems only and will not be viewed by your instructor. Your instructor should provide you with a method of submitting class related questions including class related technical questions. 
     
  7. Finish by clicking the 'Submit' button. Your work order will immediately be assigned a number such as 99 or 178. Make a note of this for future reference. 
     
  8. We will always try to have a solution for you as soon as possible but sometimes there will be a wait. If you submit your request on a Thursday afternoon during the summer, we may not get to it until Monday or Tuesday as we are not working on Fridays this summer.
     
  9. Keep checking back with Track-It until you receive your solution. Track-It is how we get information back to you. Log in with your user name and password and through the help tab, click on work orders. A solution on your issue will appear there.