How do I submit a support-ticket?

If you are not logged into the system, please carry out the following step: 

You log into the system via the following page: 

AWO Ticketsystem

Here you log in with your personalized AWO email address and the associated password. If you access the site via the intranet, you can usually skip this part! 

The ticket system homepage appears.

Here you can either click on "Submit a ticket" in the top right, next to the profile circle, or click on the middle right button. 

This will take you to the same interface. 

!!! Important !!! All fields must be filled in. 

Requester/contact person Own email address (field is filled in automatically.) If the ticket is filled out for another contact person, please enter the contact person's email address here. 

Type of request 

• Support request General problem or question 
• Ordering request Orders for employees who already work at AWO (selection exclusively by FBL*in or EL*in) [additional information required] 
  • First and last name (user of the hardware) 
  • Date of availability 
  • IMPORTANT: Please enter the desired order in the "Detailed error/problem description" field. 
• Onboarding / Offboarding Setting up or deactivating access, issuing authorizations, ordering work equipment for hiring or withdrawal upon leaving (selection exclusively by FBL*in or EL*in)[additional information required] 
  • Selection of new hire/change notification or leaving 
  • First and last name 
  • Provision date 
  • Private email address (for sending access data) 
  • Required access rights to programs and/or drives 
  • What hardware is required? (Laptop, monitors, docking station ..) 
  • Is a company cell phone required? 
  • Is access to group email mailboxes required? (If so, which one?) 

!!! IMPORTANT !!! Please note that we have a lead time of 2 weeks when selecting onboarding / offboarding. 

Department Selection of the correct department 

Facility name Enter the correct facility name, please do not use abbreviations.

Telephone number for queries If we have any queries for you, we need a contact telephone number here. 

Availability A time from to is important to us here, or even a day. 

Cost center Please enter both the billing area and the cost center here (6-digit xx.xxxx) 

Subject Short description of the problem as a sentence (please not just one word) 

Detailed error/problem description Detailed description of the situation, including a screenshot if necessary. The following additional information can also help us here: 

• Where does the problem occur? (Which user, perhaps several users?) 
• When does it occur? 
• How does it manifest itself? 
• What steps were taken that led to the error? 
• Have steps already been taken to solve the problem - if so, which ones? 

If necessary, select an attachment (optional). Click send and the request will land in our system.