Tech Support Portal Guide

Overview:

Welcome to the ITS Tech Support Portal.

The tech support portal helps you request the services provided by ITS or report technical issues you are having. The portal then provide you with real time insight into what is going on with your ticket.

 How to Navigate the Interface:

Navigate to https://support.uidaho.edu/ and sign in with your UI credentials using the button in the upper right hand corner.

If you're on a mobile device you will need to select the hamburger icon on the left to sign in. 

screenshot of sign in under the navigation

The home page will first have the top navigation, a link back to the uidaho webpage, search bars, and your name once you are signed in. It will also contain quick assistance, support contacts for employees and students, IT Guides, Popular Articles, and Popular Services. Popular articles and services will be populated based on customer use.

 Self-Help Knowledgebase Articles:

After signing in, select the Knowledge Base from the main navigation or the quick access icon. On mobile, the Knowledge Base is located under the hamburger icon.

screenshot of the knowledgebase in the navigation bar.

The knowledge base articles are divided into categories. Under each category is an alphabetical list of articles providing self-help information.

Screenshot of KB article categories

If you can't find what you're looking for under what seems like the obvious category, use the search option to find related articles. The knowledge base has a specific search in the top navigation bar (or hamburger) on the main knowledge base page. You can also do a more general search using the bar at the top of each page. If you still can't find what you're looking for, you can contact your local IT support for assistance by contacting your TSP or the Student Technology Center.

Screenshot of the KB search option

Screenshot of an example search for password reset articles in the knowledge base.

 Submit an Incident:

You can select Submit an Incident from the main page under Quick Assistance.

The requester field will be filled out with your information if you are logged in. Otherwise, make sure to use an accessible email, preferably a UI affiliated email. Enter a brief description in the title, and provide as many details as possible in the description to better facilitate expedient help. Please also include information about who is affected and how it has affected productivity. Click "Request" when you have filled out all of the relevant information about your incident.

Screenshot of an example request

To submit the request, press the Request button at the bottom. Once you do, you should get a success message.

Screenshot of a Request Created success page

 Request a Service:

Start by selecting Services from the top navigation.

Like the knowledge base, services are divided into categories. Under each category is an alphabetical list of services providing descriptions of the service and a link to submit a ticket for the specific service request.

Screenshot of the service catalog category listing services under the category accounts, groups & passwords.

Screenshot of the Reset Vandal Account Password Service page.

If you can't find what you're looking for under what seems like the obvious category, use the search option to find the service you're looking for. Like the knowledge base, services has a specific search in the top navigation bar (or hamburger) on the main services page. If you still can't find what you're looking for, you can contact your local IT support for assistance by contacting your TSP or the Student Technology Center.

 Tickets, Requests, and Comments

 Review your Tickets

Review your tickets from the main page by selecting My Tickets under the Quick Assistance column. This will take you to the Ticket Requests page where you can view all of your tickets submitted through the support portal.

Screenshot of the ticket requests page.

 Withdraw Requests

Withdraw requests by selecting the ticket you want to withdraw to open the page showing the incident details. 

Screenshot of an example ticket in the incident details view.

To withdraw the request, click the large red Withdraw Request button. This will take you to a brief form where you can explain why you are withdrawing the request. Once you have filled out this form, click Withdraw

Screenshot of withdrawing the example request.

A pop-up screen will appear as a last warning before you withdraw your request. Press OK to complete the withdrawal, or cancel to return.

Screenshot of the withdraw request warning.

 Submit Comments

Submit comments by selecting the Comment button under Feed.

Screenshot of the comments feed in a ticket.

A comment form will appear, where you can both tag someone to directly address in the first box, and type your comment in the second. When you have filled out all relevant fields, hit the Save button to post your comment.

Screenshot of the comment form.

Once you have pressed Save and posted the comment, it will appear under the ticket in the feed.

Screenshot of the posted comment.

Details

Article ID: 269
Created
Tue 2/13/18 12:14 PM
Modified
Tue 3/27/18 1:07 PM