How to Submit an IT Service Desk Incident Ticket

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 into 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 into our client portal by filling out a simple "Report an Incident" form here or send an email to itservicedesk@ufv.ca from their active UFV Employee or Student email account.

How to login to the client portal?

Username Password
Employees Network username (i.e. LastNameFirstInitial/s, e.g. doej) UFV Email Password
Students Student ID myUFV Password

This article provides some tips to consider when submitting an incident form or emailing us to help us resolve the incident and help you faster:

 

Tips to Reporting an Incident

Tip 1: Write a Descriptive Subject Line

  • Use wording in the subject of your email or the "Report an Incident" form 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. Says account is locked"



Instead of this: "Help
".
 

  • Mentioning the specific login portal (such as myUFV, Blackboard/myClass, Banner, etc) or your device ( such as UFV provided cellphone, laptop, workstation, etc) that you are experiencing an issue with, will help the IT Service Desk team to route the ticket to the necessary team immediately.
  • 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"
       

Tip 2: Adding Details to Description

  • In the description section of the report incident form (or the body of the email) put all the relevant details to the problem.
  • Enter full details of a ticket, including any appropriate circumstances or supplementary information that may aid our team in resolving it faster such as:
    • Your Employee/ Student ID
    • the specific computer's Workstation ID,
    • the room the problem is occurring in,
    • office location,
    • printer name,
    • projector issue,
    • and the time that the problem occurs, etc.


       
  • The 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?
    • The room number.
    • The specific computer or telephone.
    • When did you first notice this?
    • Are other members of your team experiencing the same issue?
    • What was supposed to happen, but didn’t?
       

Tip 3: Add Contact Information in Details

  • It’s a good idea to include your contact information such as your email or a phone number we can reach you at. Having the information ready makes it easier for the IT Service Desk team to contact you.
     

Tip 4: Keep up with Notifications

  • 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.
     

Tip 5: How to Update or Follow up on a Ticket?

We do our best to answer tickets as they come in. Sometimes we are faster than others. Often times we try to contact the ticket creator by email or phone and wait to hear back about a clarification.

Submitting a new "report incident form" to request an update on an existing ticket will take extra time for the team member to look up the information, hence delays getting back to you. The best way to follow up on your ticket is to:

Option 1: You can reply to the ticket emails sent to you.

Option 2: Log in to the Client Portal (IT Service Desk Ticket System) and update your ticket following the simple steps as shown below:

  1. Login to Client Portal (itservicedesk.ufv.ca).
  2. Under the "IT Services Home" page, click on "My Tickets" on the left section of the page.
  3. By default, your "New", "In Progress" and "On Hold" tickets will show up.
  4. If you also need to update your completed tickets, you can use filters available e.g. in the "Status Class" dropdown check [Select All].

  5. From the results, select the ticket you wish to update or follow up on.
  6. In the ticket, you can click on the "Comment" or "Update" button to add the information.

 

Details

Article ID: 988
Created
Tue 1/26/21 9:41 AM
Modified
Wed 3/3/21 3:27 PM