Overview
Use this Report an Incident form to report an issue or outage relating to a UFV IT service or system.
Information Required
Students and employees can complete the Report and Incident form to report a break fix incident, issue or outage, relating to an UFV IT service or system.
- First and last name
- Ticket Category
- Ticket Sub-Category
- Department
- Title (brief description of the incident/issue)
- Detailed description of the issue, including troubleshooting steps taken.
- Attachment of any screen shots or error messages
Instructions
Once the ticket is submitted you will be able to view your ticket for status updates in the IT Service Desk online portal
Support
Before submitting your incident ticket be sure to search the Knowledge Base for any support articles related to the problem you are experiencing. Do not use this form to request an IT Service. To facilitate expediting service requests, use the Service Catalog to submit your request, and not the Report an Incident form.
Service Catalogue Entry
| Service Name |
Report an Incident |
| Service Users |
Employees
Students
|
| Description |
Use the Report and Incident form to report an issue or outage relating to a UFV IT service or system. |
| Features |
|
| Category |
Help and Support |
| Sub Category |
Report an Incident |
| Supporting Services |
|
| Service Owner |
Manager, Service Delivery |
| Business Owner |
Manager, Service Delivery |
| Authorized Requesters |
Employees
Students
|
| Request Process |
Submit the Report an Incident form in IT Services online portal |
| Approval Requirement/Process |
N/A |
| Requirements and Pre-requisites |
N/A
|
|
Turnaround Time for New Requests
|
Dependent on Impact and Urgency
|
| Requester Responsibility |
Gather detailed information about the issue or problem you are experiencing, including any error messages you receive and troubleshooting steps you have attempted. |
| Support Hours |
IT Service Desk business hours |
| Hours of Availability/Planned Downtime |
24/7 |
| Support Process |
Submit the Report an Incident form in the IT Services online portal. |
| Support Owner |
Manager, Service Delivery |
| Support Documentation |
IT Services Online Portal Knowledge Base |
| Customer Costs |
N/A |