Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Welcome! You can raise a request for IT Help Desk using the options provided.
Incident - Something isn't working as it should
Report broken/faulty printer
Report hardware or software issues, specifically with a printer, that might be faulty or broken.
Required fields are marked with an asterisk*
{"xsrfToken":"bf88c27b384ab4be1ec2325e7cf5c23959a0728e_lout","branding":{"id":"4","key":"itopshd","name":"IT Help Desk","portalBaseUrl":"/servicedesk/customer/portal/4","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/4/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#3e5b9e","headerLinkHoverBGColor":"#3e5b9e","headerBadgeColor":"#3e5b9e"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/51ad431a-193e-48a9-9de8-8b88715c84c3/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZWU4YTMwYi1mNzRkLTRjOTEtYWQ0OC1iZWZiNGVjNjlmNzAiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjUxYWQ0MzFhLTE5M2UtNDhhOS05ZGU4LThiODg3MTVjODRjMyI6WyJyZWFkIl19LCJleHAiOjE3NjU5MjEzOTYsIm5iZiI6MTc2NTkyMDc5Nn0.dD9iGxnEmfv7Esqe0vJ1Xwf3hrxp7ySFzJdVeocz2Ko&client=2ee8a30b-f74d-4c91-ad48-befb4ec69f70&mode=fit","logoId":"51ad431a-193e-48a9-9de8-8b88715c84c3","isLogoAvailable":true,"helpCenterTitle":"How can we help?","sharedPortalName":"American Life IT Help Desk","userInitialAnnouncementHeader":"New Look and URL!","userInitialAnnouncementMessageWiki":"<p>The IT Help Desk portal has a new look to match American Life branding and colors.<br> You can also access this page using \"help.american-life.com\"</p>","translations":{"en-US":{"helpCenterTitle":"How can we help?","sharedPortalName":"American Life IT Help Desk","announcementHeader":"New Look and URL!","announcementMessage":"The IT Help Desk portal has a new look to match American Life branding and colors.\nYou can also access this page using \"help.american-life.com\"","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#930f52","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file//image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZWU4YTMwYi1mNzRkLTRjOTEtYWQ0OC1iZWZiNGVjNjlmNzAiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOiI6WyJyZWFkIl19LCJleHAiOjE3NjU5MjEzOTYsIm5iZiI6MTc2NTkyMDc5Nn0.ZTFe1YAWq6tld0ce-nLoPBZX0Be8m8l4HHAuNWR3v20&client=2ee8a30b-f74d-4c91-ad48-befb4ec69f70&height=300&mode=fit","bannerMediaApiFileId":"","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#ffffff","topBarTextColor":"#ffffff","hasTopBarBeenSplit":true},"portal":{"id":"4","key":"itopshd","projectId":10086,"serviceDeskId":4,"name":"IT Help Desk","description":"<p>Welcome! You can raise a request for IT Help Desk using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/4","reqTypes":[{"id":"280","name":"Adobe issue","descriptionHtml":"","callToAction":"Adobe issue","introHtml":"<p>Report an issue related to Adobe.</p>","icon":10583,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[45],"key":""},{"id":"155","name":"Adobe request","descriptionHtml":"","callToAction":"Adobe request","introHtml":"<p>Requests regarding Adobe.</p>","icon":10583,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10583","groups":[47],"key":""},{"id":"345","name":"Chorus Enhancement request","descriptionHtml":"","callToAction":"Chorus Enhancement request","introHtml":"<p>Requests relating to Chorus Enhancements</p>","icon":10712,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10712","groups":[47],"key":""},{"id":"247","name":"Chorus issue","descriptionHtml":"","callToAction":"Chorus issue","introHtml":"<p>Report an issue related to Chorus.</p>","icon":10712,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10712","groups":[45],"key":""},{"id":"246","name":"Chorus request","descriptionHtml":"","callToAction":"Chorus request","introHtml":"<p>Requests relating to Chorus.</p>","icon":10712,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10712","groups":[47],"key":""},{"id":"204","name":"Cloud PC issue","descriptionHtml":"","callToAction":"Cloud PC issue","introHtml":"<p>Issue related to Cloud PC.</p>","icon":10473,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10473","groups":[45],"key":""},{"id":"197","name":"Cloud PC request","descriptionHtml":"","callToAction":"Cloud PC request","introHtml":"<p>Request regarding the Cloud PC and related systems.</p>","icon":10473,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10473","groups":[47],"key":""},{"id":"206","name":"Concierge Portal Issue (External)","descriptionHtml":"","callToAction":"Concierge Portal Issue (External)","introHtml":"<p>Issue Ticket regarding a concierge agent/customer.</p>","icon":10515,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10515","groups":[44],"key":""},{"id":"477","name":"Confluence request","descriptionHtml":"","callToAction":"Confluence request","introHtml":"<p>Requests regarding Confluence.</p>","icon":10744,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10744","groups":[47],"key":""},{"id":"413","name":"Deployment request","descriptionHtml":"","callToAction":"Deployment request","introHtml":"<p>Request a deployment</p>","icon":10619,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10619","groups":[81],"key":""},{"id":"286","name":"Docusign issue","descriptionHtml":"","callToAction":"Docusign issue","introHtml":"<p>Report an issue related to Docusign.</p>","icon":10588,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10588","groups":[45],"key":""},{"id":"159","name":"DocuSign request","descriptionHtml":"","callToAction":"DocuSign request","introHtml":"<p>Requests regarding DocuSign.</p>","icon":10588,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10588","groups":[47],"key":""},{"id":"281","name":"Email issue","descriptionHtml":"","callToAction":"Email issue","introHtml":"<p>Report an issue related to Email.</p>","icon":10585,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[45],"key":""},{"id":"66","name":"Email request","descriptionHtml":"","callToAction":"Email request","introHtml":"<p>For anything regarding emails, distro-groups, shared inboxes, etc.</p>","icon":10585,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10585","groups":[47],"key":""},{"id":"543","name":"Equipment retrieval (HR only)","descriptionHtml":"","callToAction":"Equipment retrieval (HR only)","introHtml":"<p>Used to track equipment retrieval for terminated employees.</p>","icon":10631,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[48],"key":""},{"id":"285","name":"FAST/OKTA issue","descriptionHtml":"","callToAction":"FAST/OKTA issue","introHtml":"<p>Report an issue related to FAST/OKTA.</p>","icon":10592,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[45],"key":""},{"id":"201","name":"FAST/OKTA request","descriptionHtml":"","callToAction":"FAST/OKTA request","introHtml":"<p>Requests regarding FAST or OKTA.</p>","icon":10592,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[47],"key":""},{"id":"288","name":"Fax issue","descriptionHtml":"","callToAction":"Fax issue","introHtml":"<p>Report an issue related to Fax.</p>","icon":10656,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10656","groups":[45],"key":""},{"id":"279","name":"Fax request","descriptionHtml":"","callToAction":"Fax request","introHtml":"<p>Requests regarding Faxes.</p>","icon":10656,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10656","groups":[47],"key":""},{"id":"610","name":"Firelight issue","descriptionHtml":"","callToAction":"Firelight issue","introHtml":"<p>Report an issue related to the Firelight application.</p>","icon":10659,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10659","groups":[45],"key":""},{"id":"609","name":"Firelight request","descriptionHtml":"","callToAction":"Firelight request","introHtml":"<p>Request regarding the Firelight application.</p>","icon":10659,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10659","groups":[47],"key":""},{"id":"58","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"<p>Incident regarding an account of yours.</p>","icon":10518,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[45],"key":""},{"id":"49","name":"General IT help (other)","descriptionHtml":"","callToAction":"General IT help (other)","introHtml":"<p>Get assistance for general IT problems and questions. Use this when there isn't a category listed that fits.</p>","icon":10541,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[47],"key":""},{"id":"205","name":"General Portal (other) (External)","descriptionHtml":"","callToAction":"General Portal (other) (External)","introHtml":"<p>Other portal tickets.</p>","icon":10466,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[44],"key":""},{"id":"89","name":"Guid/Email Swap Portal (External)","descriptionHtml":"","callToAction":"Guid/Email Swap Portal (External)","introHtml":"<p>Changing user guid or email.</p>","icon":10514,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10514","groups":[44],"key":""},{"id":"90","name":"Hardware checkout request","descriptionHtml":"","callToAction":"Hardware checkout request","introHtml":"<p>Requesting to checkout something for a short time, like a laptop.</p>","icon":10470,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[47],"key":""},{"id":"152","name":"Locked out of account","descriptionHtml":"","callToAction":"Locked out of account","introHtml":"<p>For when an account of yours is locked out and you need it unlocked.</p>","icon":10518,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[45],"key":""},{"id":"510","name":"Login Issue Portal (External)","descriptionHtml":"","callToAction":"Login Issue Portal (External)","introHtml":"<p>Issue logging in the user on the portal.</p>","icon":10676,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10676","groups":[44],"key":""},{"id":"282","name":"M-Files issue","descriptionHtml":"","callToAction":"M-Files issue","introHtml":"<p>Report an issue related to M-Files.</p>","icon":10582,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10582","groups":[45],"key":""},{"id":"154","name":"M-Files request","descriptionHtml":"","callToAction":"M-Files request","introHtml":"<p>Requests regarding M-Files.</p>","icon":10582,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10582","groups":[47],"key":""},{"id":"68","name":"Maintenance/upkeep request","descriptionHtml":"","callToAction":"Maintenance/upkeep request","introHtml":"<p>Request for maintenance or upkeep.</p>","icon":10509,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10509","groups":[47],"key":""},{"id":"150","name":"Move desk request","descriptionHtml":"","callToAction":"Move desk request","introHtml":"<p>Request to move desk.</p>","icon":10532,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","groups":[47],"key":""},{"id":"284","name":"Network drive (Shared drive) issue","descriptionHtml":"","callToAction":"Network drive (Shared drive) issue","introHtml":"<p>Report an issue related to the network drives.</p>","icon":10477,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[45],"key":""},{"id":"67","name":"Network drive (Shared drive) request","descriptionHtml":"","callToAction":"Network drive (Shared drive) request","introHtml":"<p>Requests for anything regarding the network drives.</p>","icon":10477,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[47],"key":""},{"id":"203","name":"Network issue","descriptionHtml":"","callToAction":"Network issue","introHtml":"<p>Issue related to network.</p>","icon":10519,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10519","groups":[45],"key":""},{"id":"62","name":"New Hire (HR only)","descriptionHtml":"","callToAction":"New Hire (HR only)","introHtml":"<p>Request access for new employees.</p>","icon":10675,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10675","groups":[48],"key":""},{"id":"213","name":"Password Reset","descriptionHtml":"","callToAction":"Password Reset","introHtml":"<p>Get assistance resetting your password.</p>","icon":10506,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10506","groups":[47],"key":""},{"id":"87","name":"Password Reset Portal (External)","descriptionHtml":"","callToAction":"Password Reset Portal (External)","introHtml":"<p>Resetting user password.</p>","icon":10518,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[44],"key":""},{"id":"93","name":"Printer request/replace toner","descriptionHtml":"","callToAction":"Printer request/replace toner","introHtml":"<p>Toner needs to be replaced, or printer equipment needs to be ordered.</p>","icon":10529,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10529","groups":[47],"key":""},{"id":"88","name":"Registration Issue Portal (External)","descriptionHtml":"","callToAction":"Registration Issue Portal (External)","introHtml":"<p>Issue registering the user on the portal.</p>","icon":10517,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[44],"key":""},{"id":"53","name":"Report a system/software problem (general)","descriptionHtml":"","callToAction":"Report a system/software problem (general)","introHtml":"<p>Let us know if something isn't working properly and we'll aim to get it back up and running quickly.</p>","icon":10521,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[45],"key":""},{"id":"54","name":"Report broken/faulty hardware","descriptionHtml":"","callToAction":"Report broken/faulty hardware","introHtml":"<p>Report hardware that might be faulty or broken e.g. a broken computer screen or a damaged server.</p>","icon":10512,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10512","groups":[45],"key":""},{"id":"208","name":"Report broken/faulty printer","descriptionHtml":"","callToAction":"Report broken/faulty printer","introHtml":"<p>Report hardware or software issues, specifically with a printer, that might be faulty or broken.</p>","icon":10529,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10529","groups":[45],"key":""},{"id":"611","name":"Report scam, fraud, or phishing","descriptionHtml":"","callToAction":"Report scam, fraud, or phishing","introHtml":"<p>Use this to report a suspected successful scam, fraud, or phishing attempt.</p>","icon":10685,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10685","groups":[45],"key":""},{"id":"63","name":"Request access/license","descriptionHtml":"","callToAction":"Request access/license","introHtml":"<p>If you need a software license, raise a request here.</p>","icon":10547,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[47],"key":""},{"id":"61","name":"Request admin credentials","descriptionHtml":"","callToAction":"Request admin credentials","introHtml":"<p>You need admin credentials.</p>","icon":10513,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10513","groups":[47],"key":""},{"id":"64","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"<p>For example, a new mouse or monitor.</p>","icon":10550,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[47],"key":""},{"id":"378","name":"Request new hardware for new hire (HR only)","descriptionHtml":"","callToAction":"Request new hardware for new hire (HR only)","introHtml":"<p>To ship equipment to a new hire. For HR use only.</p>","icon":10622,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10622","groups":[48],"key":""},{"id":"411","name":"Request report","descriptionHtml":"","callToAction":"Request report","introHtml":"<p>Request a report</p>","icon":10646,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10646","groups":[47],"key":""},{"id":"283","name":"SharePoint issue","descriptionHtml":"","callToAction":"SharePoint issue","introHtml":"<p>Report an issue related to SharePoint.</p>","icon":10711,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10711","groups":[45],"key":""},{"id":"289","name":"SharePoint request","descriptionHtml":"","callToAction":"SharePoint request","introHtml":"<p>Requests for anything regarding SharePoint</p>","icon":10711,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10711","groups":[47],"key":""},{"id":"144","name":"Software installation request","descriptionHtml":"","callToAction":"Software installation request","introHtml":"<p>Request regarding software installations.</p>","icon":10468,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10468","groups":[47],"key":""},{"id":"312","name":"Software request (other)","descriptionHtml":"","callToAction":"Software request (other)","introHtml":"<p>Requests relating to software not listed.</p>","icon":10535,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[47],"key":""},{"id":"153","name":"Suspend/Terminate Employee (HR only)","descriptionHtml":"","callToAction":"Suspend/Terminate Employee (HR only)","introHtml":"<p>Request access to suspend or terminate employees.</p>","icon":10562,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10562","groups":[48],"key":""},{"id":"287","name":"Zoom issue","descriptionHtml":"","callToAction":"Zoom issue","introHtml":"<p>Report an issue related to Zoom.</p>","icon":10581,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10581","groups":[45],"key":""},{"id":"147","name":"Zoom request","descriptionHtml":"","callToAction":"Zoom request","introHtml":"<p>Requests relating to Zoom.</p>","icon":10581,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10581","groups":[47],"key":""},{"id":"51","name":"Emailed request (NEW)","descriptionHtml":"","callToAction":"Emailed request (NEW)","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"158","name":"Excel request","descriptionHtml":"","callToAction":"Excel request","introHtml":"<p>Requests regarding Excel.</p>","icon":10586,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10586","groups":[],"key":""},{"id":"92","name":"General task","descriptionHtml":"","callToAction":"General task","introHtml":"<p>A task that needs to get done.</p>","icon":10520,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[],"key":""},{"id":"60","name":"GSA/remote systems access","descriptionHtml":"","callToAction":"GSA/remote systems access","introHtml":"<p>Requests regarding Global Secure Access Client or for systems on a remote machine.</p>","icon":10526,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10526","groups":[],"key":""},{"id":"56","name":"Investigate a problem","descriptionHtml":"","callToAction":"Investigate a problem","introHtml":"<p>Create a problem to track the cause of one or more incidents.</p>","icon":10520,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[],"key":""},{"id":"642","name":"Manual Registration Portal (External)","descriptionHtml":"","callToAction":"Manual Registration Portal (External)","introHtml":"<p>Used to track standard registrations documented manually.</p>","icon":10604,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10604","groups":[],"key":""},{"id":"576","name":"Request a standard change","descriptionHtml":"","callToAction":"Request a standard change","introHtml":"","icon":10528,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""}],"reqGroups":[{"id":47,"name":"Request - You need something"},{"id":45,"name":"Incident - Something isn't working as it should"},{"id":44,"name":"External Request/Incident - For agents/customers"},{"id":48,"name":"HR"},{"id":81,"name":"IT"}],"orderMapping":{"16":[204,203,201,197,159,158,155,154,147,93,92,90,68,66,49,53,54,60],"20":[204,203,53,54,49,67,62],"17":[204,203,150,90,49,54,63,64,68],"45":[288,287,286,285,284,283,282,281,610,611,280,53,204,54,152,58,203,208,247],"47":[49,147,66,213,477,312,289,279,197,609,68,246,345,90,150,67,93,61,64,63,155,411,201,154,144,159],"18":[152,58,60,61,62,49],"44":[510,205,206,89,87,88],"19":[144,53,63,49,67,60],"46":[56],"48":[62,378,153,543],"81":[413]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"ca89963e-6c55-3f12-b408-6582c54038a8","appLinkName":"","appLinkUrl":"","spaceKey":"ITOPSHD","spaceName":"IT Help Desk","spaceUrl":"","isServer":false},"labels":[],"projectKey":"ITOPSHD","serviceDeskId":4,"kbLinkDomainURLs":["https://help.servicedesk.american-life.com","https://midwestholding.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":4,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"ITOPSHD","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZWU4YTMwYi1mNzRkLTRjOTEtYWQ0OC1iZWZiNGVjNjlmNzAiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA4NiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NjU5MjE5OTYsIm5iZiI6MTc2NTkyMDc5NiwiYW5vbklkIjoiYW5vbi11c2VyIn0.7P1-1S1EN3xSzr2Op09yipfv2OlFXgX8TG62dckV9XE","targetCollection":"upload-project-10086","endpointUrl":"https://api.media.atlassian.com","clientId":"2ee8a30b-f74d-4c91-ad48-befb4ec69f70","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":208,"projectId":10086,"issueType":{"id":"10143","name":"Incident"},"form":{"name":"Report broken/faulty printer","descriptionHtml":"","callToAction":"Report broken/faulty printer","intro":"<p>Report hardware or software issues, specifically with a printer, that might be faulty or broken.</p>","instructions":"","icon":10529,"iconUrl":"https://help.servicedesk.american-life.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10529","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summarize the problem","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Describe what happened and how it occurred","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"checkbox","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multicheckboxes","fieldId":"customfield_10162","fieldConfigId":"10400","label":"Root cause","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"10237","label":"Network/Internet","selected":false,"children":[]},{"value":"10238","label":"Software Patch Issue","selected":false,"children":[]},{"value":"10239","label":"User Training","selected":false,"children":[]},{"value":"10240","label":"Hardware Failure","selected":false,"children":[]},{"value":"10241","label":"Software Defect","selected":false,"children":[]},{"value":"10242","label":"Third-Party Vendor Issue","selected":false,"children":[]},{"value":"10243","label":"Configuration Error","selected":false,"children":[]},{"value":"10244","label":"Change Management Error","selected":false,"children":[]},{"value":"10259","label":"Login/Password Issue","selected":false,"children":[]},{"value":"10245","label":"Other - Please Describe","selected":false,"children":[]}]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10174","fieldConfigId":"10417","label":"Queue selection","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":["10254"],"values":[{"value":"10254","label":"Tier 1","selected":true,"children":[]},{"value":"10255","label":"Tier 2","selected":false,"children":[]},{"value":"10264","label":"Tier 3 (Infrastructure)","selected":false,"children":[]},{"value":"10260","label":"Tier 4","selected":false,"children":[]},{"value":"10257","label":"New Hire","selected":false,"children":[]},{"value":"10258","label":"Termination","selected":false,"children":[]},{"value":"10261","label":"DevOps","selected":false,"children":[]},{"value":"10571","label":"NYC","selected":false,"children":[]},{"value":"10675","label":"Antarctica","selected":false,"children":[]},{"value":"10505","label":"Customer Service","selected":false,"children":[]},{"value":"10642","label":"Portal Registration","selected":false,"children":[]},{"value":"10708","label":"Change Management","selected":false,"children":[]},{"value":"10262","label":"Security","selected":false,"children":[]},{"value":"10263","label":"Provisioning","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"checkbox","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multicheckboxes","fieldId":"customfield_10138","fieldConfigId":"10357","label":"Which printer?","description":"Select all the effected printers. If it is not listed, select other.","descriptionHtml":"<p>Select all the effected printers. If it is not listed, select other.</p>","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10265","label":"4th Floor North (bull pen)","selected":false,"children":[]},{"value":"10266","label":"4th Floor South (executive)","selected":false,"children":[]},{"value":"10272","label":"Accurio (Big Lebowski)","selected":false,"children":[]},{"value":"10267","label":"3rd Floor","selected":false,"children":[]},{"value":"10268","label":"2nd Floor","selected":false,"children":[]},{"value":"10269","label":"Personal","selected":false,"children":[]},{"value":"10270","label":"Label Printer (Zebra)","selected":false,"children":[]},{"value":"10273","label":"NYC","selected":false,"children":[]},{"value":"10225","label":"Other","selected":false,"children":[]}]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10000","label":"Can Not Work!","selected":false,"children":[]},{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]},{"value":"5","label":"Lowest","selected":false,"children":[]}],"noneOptionRequired":false}],"userOrganisations":[],"canBrowseUsers":true,"requestCreateBaseUrl":"/servicedesk/customer/portal/4/create/208","requestValidateBaseUrl":"/servicedesk/customer/portal/4/validate/208","calendarParams":{"firstDay":0,"date":"2025-12-16T15:33:16-0600","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"ca89963e-6c55-3f12-b408-6582c54038a8","appLinkName":"","appLinkUrl":"","spaceKey":"ITOPSHD","spaceName":"IT Help Desk","spaceUrl":"","isServer":false},"labels":[],"projectKey":"ITOPSHD","serviceDeskId":4,"kbLinkDomainURLs":["https://help.servicedesk.american-life.com","https://midwestholding.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyZWU4YTMwYi1mNzRkLTRjOTEtYWQ0OC1iZWZiNGVjNjlmNzAiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA4NiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NjU5MjE5OTYsIm5iZiI6MTc2NTkyMDc5NiwiYW5vbklkIjoiYW5vbi11c2VyIn0.7P1-1S1EN3xSzr2Op09yipfv2OlFXgX8TG62dckV9XE","targetCollection":"upload-project-10086","endpointUrl":"https://api.media.atlassian.com","clientId":"2ee8a30b-f74d-4c91-ad48-befb4ec69f70","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}