Incident Ticket Details

By providing relevant details, you are helping the IT Service Desk team to expedite the routing of your ticket.

Contact us if:

  • Your computer or mobile device won't power on
  • You are having issues logging into your computer
  • You cannot gain access to an application
  • You cannot print
  • You are a possible victim of Malware
  • Your computer is running very slow
  • Your laptop won’t connect to a projector
  • And other UFV IT-related issues

Initiate a New Help Ticket

  • Open, track and manage your requests with the IT Services Portal
  • Log in using your UFV email
  • Choose Report an Issue
  • Click the Report an Incident green button
Note: You can send your details by UFV email.

Give Descriptive Details

Ticket Category examples

  • Account
  • Applications: myUFV, Blackboard/myClass, Banner, etc.
  • Hardware: UFV provided cellphone, laptop, workstation, etc.
  • Network
  • Student Device:
  • Uncategorized

Name

  • Select the name of the UFV employee or student that is experiencing the IT issue.

Additional Contact for this Ticket

  • Select an additional person if they should also be a contact on this ticket.
  • Only select someone if they should be able to view all details of the ticket as this ticket will also display in this user's ticket portal.

Campus

  • Select the campus where you are experiencing the issue or select your main campus.
  • Choose online / remote when you are not on campus.

Department

  • Staff and faculty use the name of the department of the person encountering the issue.
  • Students need to select Student as their department.

Subject

State specific problem (what you are seeing), for example:

  • I cannot log in to computer: Error message says account is locked
  • I get an authentication error while working in myUFV
  • Phone not working in Room B254 on Abby campus
  • SPSS on Mac OS 10.15.1 will not install
  • I am unable to log into Outlook on a UFV laptop
  • I cannot access Banner from a remote location

Description

Enter the full details of the issue and include steps to reproduce the issue and any troubleshooting steps already taken:

  • What employee or student ID?
  • What computer / workstation ID?
  • What office or room does the problem is occur?
  • What time did the problem occur?
  • 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?
  • Is anyone else experiencing this issue?
  • What was supposed to happen, but didn’t?

Attachment

  • Take a snapshot of your screen
  • Attach as a file to the ticket

Provide additional info

  • A confirmation email from IT Service Desk will confirm your submission.
  • IT Service Desk will notify you about:
    • Ticket progress
    • If the problem has been resolved
    • Or to request additional information

Update your Ticket

Check your ticket status or send an update:

  1. Log in to the IT Services Portal
  2. Click My Tickets
  3. New, In Process and On Hold tickets display
  4. Click Status Class, select new criteria, Search
  5. Under Title, click a ticket link to display its details
  6. Click the Comment or Update to send message
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