How to create a ticket?

To create a ticket,

  1. At the Home page, select New Request


     

  2. Select the service that relates to the kind of assistance you need. 
    Example: Your password for Pronote is not working.  You will need to click on Pronote.


     

  3. Choose the category of serivce.
    Example: Click on Pronote for password reset


     

  4. Click on the appropriate request.
    Example: Click Reset Password


     

  5. Select the Impact (Note that IT Team may change the impact of the ticket where appropriate.)
    A department - The issue or requesting service is affecting a department, a campus or the whole school.
    A service - The issue or requesting service is affecting a service or a class.
    A person - The issue or requesting service is affecting a person.


     

  6. Choose Urgency (Note that IT Team may change the urgency of the ticket where appropriate.)
    Critical - Interruption of a service critical to teaching and learning or operation of the school.
    High - Interruption of a service non-critical to teaching and learning or operation of the school.
    Medium - Work is slowed down.
    Low - No impact.

  7. Enter a title for your issue or request.


     

  8. Provide a detail description of the issue or request.


     

  9. Attach screen shot(s) or file(s) that can help IT team to troubleshoot.  This is optional.


     

  10. Click Submit to send the ticket.

How to close a ticket?

IT team will change the status of the ticket to "Resolved" when the issue has been resolved or the request has been done.  If you have no further questions relating to the ticket, please close the ticket, otherwise you can re-open the ticket.  Please note that that once the ticket has been closed, it cannot be re-open. 

To close the ticket,

  1. Click on Ongoing requests.

     
  2. Select Resolved

     
  3. On the list of ticket(s), click on the ticket number that you want to close.

     
  4. Scroll to the bottom of the ticket, then select Close this request.

     

How to re-open a ticket?

IT team will change the status of the ticket to "Resolved" when the issue has been resolved or the request has been done.  However, if you don't think the ticket has been resolved, you can re-open it.  Please note that a ticket with "Closed" status cannot be re-open.

Below are the steps to re-open a ticket:

  1. Click on Ongoing requests


     

  2. Select Resolved

     
  3. On the list of ticket(s), click on the ticket number that you want to re-open.

     
  4. Scroll to the bottom of the ticket, then select Re-open

     

To follow up or update an existing ticket

  1. Click on Ongoing requests


     

  2. Select the ticket you want to follow up or update.


     

  3. After the ticket has opened, enter the message at the Public Log.


     

  4. You can also attach screen shot(s) or file(s) to help IT team to troubleshoot the issue or handle your request.  This is optional.


     

  5. Click Update to save the ticket.

iTop Notifications

In iTop, you will be kept informed on the status of the tickets.  You will receive email notification when:

  • a new ticket has been created
  • the new ticket has been assigned to a memeber of the support team.
  • the status of the ticket has been changed to pending (when IT team needs to wait for services from external supplier)
  • there is an update on the Public Log of the ticket (when you or members of IT team has enter messages in the public log of the ticket)
  • the status of the ticket has been changed to resolved
  • the status of the ticket has been closed

 

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