By providing relevant details, you are helping the IT Service Desk team to expedite the routing of your ticket.
Examples of IT Issues
- 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
Initiate a New Help Ticket
- Go to 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........
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:
- Log in to the IT Services Portal
- Click My Tickets
- New, In Process and On Hold tickets display
- Click Status Class, select new criteria, Search
- Under Title, click a ticket link to display its details
- Click the Comment or Update to send message