Navigate to the IT Client Portal

1. There are few ways to access the IT Client Portal:
   1. Through MySHU Portal:
      1. Navigate to the MySHU Portal.
      2. Under the Information Technology module, select IT Self-Service.
   2. Direct Link:
      1. Navigate to https://techsupport.sacredheart.edu.
      2. On this page, select Client Portal.
   3. From this article:
      1. You are on the IT Client Portal. Click Home tab above to navigate to the front page.
2. You will be brought to the Home page of the IT Client Portal.

Sign In

To view your tickets, submit a new ticket, or view services and articles restricted to your team, please sign in to the IT Client Portal. Here is how:

1. Look in the top right corner to check if you are signed in.
   1. Often, you will already be signed in to the portal and do not need to sign in again.
2. Click Sign In.
   1. Often, this will auto-sign you in and will not prompt for a password.
3. A familiar Sacred Heart University sign in screen will open.
4. Fill in your full Sacred Heart University email and click Next. (For example: smithj@mail.sacredheart.edu or patelk@sacredheart.edu)
5. Provide your Sacred Heart University password and click Next.
6. If requested, perform the multi-factor authentication (MFA).
7. You will return back to the same portal page and your name will appear instead of the Sign In button.

Viewing and Managing Tickets

1. On the Home page, select View My Tickets and your tickets will appear in a list.  
2. A new page will open showing your Ticket Requests. 
3. Select the ticket you want to view by clicking on its Title.
4. A page displaying your selected ticket will open. 
   1. 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 either a task, resource, equipment, etc. to proceed.  
      • On Hold - Awaiting Customer: the team is in need of additional information from the client (the requestor, which is typically you) to proceed. 
      • Resolved: the team has resolved the issue or was not able to reach the requestor. At this stage, the client has the ability to confirm/deny and re-open the ticket if needed. 
      • Closed: the issue has been in a resolved state for 5 days without the ticket being reopened by the client for additional assistance. You may still reopen a closed ticket within 5 more days.
   2. Just below the subject of your title, you will find the ID of your ticket. It might show as Incident ID, Service Request ID, or Project ID. If you call, you can use this to expedite the identification of your ticket.
   3. To add any additional attachments or view what the IT team has attached, please see the Add Attachment button below the ticket subject or Attachments section on the right.
   4. View any updates and your own comments in the Feed section.
   5. To add additional information to the ticket or generally communicate with staff assigned to your ticket, select Comment in the Feed section. In the notify field, you may select the person you would like to notify from the list, this is not necessary to inform the IT staff. Enter your comment in the textbox provided and select Save. 
   6. To cancel the ticket, select Withdraw Request.