Overview
Submitting an incident ticket to IT Services usually indicates a loss of service to one or more of your supported systems. You may report incidents when you experience events like the following:
- You can't log in to your computer
- Your computer won't turn on
- You've lost access to a resource
- You think you may be a victim of Malware
- Your computer is running slowly
- You are unable to print
- Your laptop won’t connect to the projector, etc.
Employees or students can report incident tickets by logging in to the IT Services Portal using their UFV email and filling out the Report an Incident form or by sending an email to itservicedesk@ufv.ca from their active UFV employee or student email account.
This article provides some tips to consider when submitting an incident form or emailing the IT Service Desk to help us resolve the incident and help you faster:
Tips for Reporting an Incident
- Use wording in the subject field that states what the specific problem is and what you are seeing. For example, try using something like this: "Cannot log in to the computer. Error message says account is locked".
Instead of this: "Help".
- Mentioning the specific application (e.g., myUFV, Blackboard/myClass, Banner, etc) and your device (e.g., UFV provided cellphone, laptop, workstation, etc) that you are experiencing an issue with, will help the IT Service Desk team route the ticket to the necessary team.
- Some examples of descriptive subject lines:
- Authentication error on myUFV
- Phone is not working in room B 254 - Abbotsford
- Unable to install SPSS on Mac OS 10.15.1
- Unable to log in to Outlook on UFV laptop
- Unable to access Banner from a remote location
- In the description field of the Report an Incident form, put all the relevant details of the problem.
- Enter the full details of the issue, including any appropriate circumstances or supplementary information, that may aid our team in resolving the issue faster such as:
- Employee or student ID
- Computer's Workstation ID
- Office or room where the problem is occurring
- Printer name
- Projector issue
- Time that the problem occurred
- Listed below are some examples of details that might be useful:
- What you were doing when the problem happened?
- When was the last time this worked (if ever)?
- Does this happen every time you do a certain task?
- When did you first notice this?
- Are other members of your team experiencing the same issue?
- What was supposed to happen, but didn’t?
Be sure to keep up with notification emails sent about progress with your incident ticket. We may reach back out to you for more information or to check if a problem has been resolved.
The best way to follow up on your ticket is to:
Option 1: Reply to the ticket emails sent to you.
Option 2: Log in to the IT Services Portal and update your ticket following the simple steps as shown below:
- Log in to the IT Services Portal (itservicedesk.ufv.ca).
- Under the IT Services Home page, click on My Tickets on the left section of the page.
- By default, your "New", "In Progress" and "On Hold" tickets will display.
- If you also need to update your completed tickets, you can use the filters available (e.g., in the Status Class dropdown check [Select All]) to display the additional statuses.
- From the results, select the ticket you wish to update or follow up on.
- In the ticket, click on the Comment or Update button to add the information.
