How to Submit a Ticket to the IT Self-Service Portal

create ticket tdx self-service

Submit a Ticket

Navigate to the MySHU Portal
Under the Information Technology module, select IT Self-Service
On the home page, select Submit a Ticket
In the top right corner, you will see two options, Report a Problem and Request Service. Select the option that best fits your need.
- Report a Problem - something is broken and you are in need of quick assistance.
- Request Service - you are in need of assistance, but the request does not effect your ability to complete your job functions.
Provide as much information as possible in the form.
Select Submit.

Your request will be submitted to the IT Service Desk (Factory) for initial review, and escalated as needed.

Navigate to the MySHU Portal
Under the Information Technology module, select IT Self-Service
On the home page, select View My Tickets and your tickets will appear in a list.
Select the ticket
- To cancel the ticket, select Withdraw Request.
- To add additional information to the ticket, select Comment. In the notify field, select the person you would like to notify from the list. Enter your comment in the textbox provided and select Save.
- In the top right corner you will see the current status of the ticket.
  - New: ticket has not been reviewed by the team yet.
  - In Process: the team is actively working on the ticket.
  - On Hold - General: the team is waiting for
  - On Hold - Awaiting Customer: the team is need of additional information from the client to proceed.
  - Resolved: the team has resolved the issue. At this stage, the client has the ability to confirm/deny and re-open the ticket if needed.
  - Closed: the issue is resolved and a length of time has past without the ticket being reopened by the client for additional assistance.

Users have the ability to reply to any ticket update they receive via email to also request an update on the status of the ticket.

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