Portal Overview

This is a brief overview of the self-service Client Portal portal. For more information, please see Helpful Links section on the right.

Services

How to open a ticket?This section contains our Service Catalogue, which lists and explains all services that we offer. Each service page includes a button that links to an on-line form for opening tickets for that service. All services are grouped into categories, some of which have sub-categories. Click on the category/sub-category name to to see the list of services that it includes. Click on the service title to open its page that includes a brief description and a button to open a ticket for that service.

For example: to request a new shared mailbox, go to Services,  click on E-mail and Messaging category to open it, then click on Faculty & Staff E-mail (Office 365/Outlook/OWA) subcategory to open it, and locate Office 365 Shared Mailbox: Request New Mailbox service page link on the list of services for that sub-category. When you click on that link, you will get to a page that explains what a shared mailbox is, and how to interact with it. You will find an Open Ticket  button that brings up an on-line form for requesting a new shared mailbox to be created. Once you complete and submit that form, a ticket for your request will be created, and a confirmation e-mail with the ticket reference number will be e-mailed back to you.

On some service pages, you will also find a section called Related Articles that includes links to relevant Knowledge Base articles.

Inside the Services section, you can click on Ticket Requests on the menu ribbon to see a list of all of your submitted tickets. You can open each ticket to see its status and track the progress made on your request. You can also provide comments on each ticket that will be seen by the people assigned to work on your request.

Knowledge Base

The Knowledge Base is a collection of articles that contain answers to frequently asked questions (FAQs), and provide solutions to common issues. We recommend that you browse through published articles or use the Search function to find a solution for your issue or an answer to your question before you open a ticket.

All articles are grouped into categories and sub-categories that correspond with categories in our Service Catalogue. You can also use the Search function to look for a specific topic.

Search

The Search bar appears in the top right corner of the screen. You can enter a keyword and click the magnifying glass icon to search for a specific topic. The Search function will look in both Services and Knowledge Base sections.