Navigate to the IT Client Portal

1. 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. 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.

Submit a General Ticket

Follow these steps if you are looking to submit a ticket for a general request/issue or request/issue without a clear category or process.

1. On the Home page, select Submit a Ticket. 
2. 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, you are experiencing an unexpected interruption in your work, learning, or access and you are in need of quick assistance.
   • Submit a Request - you are in need of assistance, you have a request for something additional or a minor change to a service. The request does not affect your ability to complete your job functions. This is also good for general IT questions on how to use or access a service!
3. A fillable form will open.
   1. Then first section is Requestor Details. These fields should be filled in for the person in question affected by an issue or requesting access/assistance. Most of the time, this will be yourself. 
   2. If you are signed in, your name will already be filled in within the Requestor field.
      1. If you need to change this because you are submitting on behalf of someone, click the red 'X' at the end of the field and then type in the full name, last name, username, or SHU ID of the Requestor.
   3. Check the Acct/Dept field. It is often autofilled as well. 
      1. Some users might be members of multiple departments. If you would like to change the department, click the red 'X' at the end of the field and begin typing the department name until you see it and can select it.
   4. If you have a preference for how you would like to be contacted, please select between Phone and Email in the Preferred Contact Method drop down.
      1. Note: tickets that require identity verification or sharing of sensitive data, might not be completed via email only.
   5. If you cannot be reached via your SHU email, please make sure to provide a Contact Phone Number and/or External Email.
   6. If you would like additional users to be associated with this ticket, you can add them within the Additional/Alternate Contact(s) field.
      1. This is useful for users where the requestor might be a new staff and they are a supervisor wanting to keep an eye on a ticket. This can also be good to keep a group of users aware of an issue that affects all of them - such as a department printer being down.
   7. The second section in a general ticket is Ticket Details. This section is for the details regarding the issue/request. 
   8. Fill in the Subject. Think of it as an email subject - it will give the IT staff a brief idea of the issue/request you are submitting.
   9. If your issue or request has to do something with a location, please use the Location field to select the correct building/wing. When you select the Location, a new field - Location Room - will appear. You can type in the room number or letter code into this field and select the correct room.
      1. Examples of tickets that need a Location and Location Room: Wi-Fi is down in a dorm room, printer needs a jam fixed at Biology department, a guest speaker is coming to HC204, you need help setting up a new monitor in your office etc.
      2. You do not need to select a location if you do not require on-site help.
      3. If you are unsure or cannot locate the correct location/room, please add them in the Description.
   10. Please describe your issue/request in as much detail as possible within the Description field.
       1. For issues: describe what happened, when, what have you tried (if you have), how does this affect you and others.
       2. For requests: describe what you would like assistance with, what questions you have, what access are you request if any, and any other background information as applicable.
       3. To avoid delays, please make sure to include references to what software/service you are submitting the ticket about (if applicable).
       4. You may add Attachments if you have items such as: screenshots, emails with approval, and other files relevant to your ticket.
4. Select Submit. 
5. After you select Submit, you will receive an automated email confirming the submission of the ticket.