About the Tech Support Portal:
Welcome to the OIT Tech Support Portal.
The OIT Technology Support portal is an easy way to contact the Office of Information Technology to request services and get help with technical problems. From the main page, you can quickly open a ticket to get help with a problem, or use the service catalog to submit a request assiatance from your Technology Support Partner (faculty and staff), the Student Technology Center, or other OIT team members.
In addition to ticket submission, the portal home page includes links to view your tickets, quick links to services, knowledgebase articles and information, and real-time system outages and maintenance schedules.
Navigating the Portal Home Page
Navigate to oit.uidaho.edu and sign in with your UI credentials/NetID 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. You must sign in to create or see your tickets
OIT Technology Support Portal home page has Search and Sign In at the top right of the page.
The menu bar has quick access to OIT Services and the Knowledge Base. .
OIT System Status is at the top of the page, and is automatically updated from the U of I System Status page, where you can sign up for alerts and check to see if a particular system isn't fully functional.
In the middle of the page are QUICK LINKS (with commonly accessed pages and systems grouped by user), SUBMIT A TICKET where you can submit a ticket for technical problems, MY TICKETS to view tickets and requests you have submitted, SCHEDULED MAINTENANCE, and TAKE ME TO, featuring links to the most common Enterprise Applications
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Self-Help Knowledgebase Articles:
From the portal home page, click on Knowledge Base either on the menu bar or in the Quick Assistance box. You need to be signed in to see most of the knowledge base articles.
The knowledge base articles are divided into categories. Under each category is a list of articles providing self-help information. On the right column you will see Popular Articles, Recent Articles you have viewed and Popular Tags. Articles are tagged with key words that allow you to find the article you are looking for. If you cannot find what you are looking for try looking at Popular Tags to use in your search. Click on the category then select an article.
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 navigation bar (or hamburger on mobile) on the main knowledge base page.
Enter your search term and hit enter. Related articles will be listed. Click on the appropriate article. If you still can't find what you're looking for, you can create a ticket for your TSP or the Student Technology Center.
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Creating a Ticket Using Services
Creating a ticket using the associated service is most effective way to gather all the information needed to for OIT to fulfil your user request.
From the portal home page, click on Services either on the menu bar or IT Service Catalog under QUICK LINKS.
Each category has a description of services. Down the right column you will see My Recent Requests, Popular Services, My Recently Visited Services and Popular Tags. Click on the appropriate category to get a list of services.
The related services are listed and, again with My Recent Requests, Popular Services, My Recently Visited Services and Popular Tags on the right column. Click on the service you need.
After you submit a Service request you will get a message your request was successfully created. Service Request ID is your ticket number. Please include your ticket number when asking for updates. From here, you can create another request of the same type, look at the request you just created or view your current ticket requests.
Note: You will also receive an email with the ticket number and details. You can reply to this email to make a comment, ask for an update, etc. You will also receive email notifications when the OIT staff person updates the ticket.
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Finding, Reviewing submitted Tickets and Making Comments
Find your tickets from the portal home page by selecting MY TICKETS under GET TECH HELP. This will take you to the Ticket Requests page where you can view all your tickets submitted through the support portal.
You will see a list of your open tickets or tickets that are associated with you by default. You can refine your results or look for closed tickets from the top section of this page. You can narrow your search by entering a date range in Created. To search for closed tickets, change the Status Class to Completed.
Click on the desired ticket. The ticket will open so you can see status in upper right. Click on Withdraw Request to cancel your request. Click on Add Attachment to give more information on your ticket. You can see where the ticket is in a workflow (not all services have a workflow) plus many details you provided when you created the ticket. In the Feed section you will see any updates by the OIT staff person working on your ticket. You can ask for an update or add information by clicking on Comment.
Note: You can also update or comment by replying to ticket email sent to you. You will receive email notifications when your ticket is updated so you do not have to go to the portal to look for updates.
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