How to open a ticket on the self-service Client Portal?

Tags ticket

A new on-line system for submitting and tracking service requests was implemented in the Fall of 2015; at the same time the ability to send inquiries to helpdesk@uwindsor.ca was phased out. The self-service Client Portal provides faculty, staff and students with the ability to electronically submit their requests by opening tickets for each of the services listed in our Service Catalogue. Users can then track progress made on their tickets and provide feedback directly to staff assigned to work on their requests.

Please note that if you just have a general "How do I...?" question, you do not have to open a ticket. Instead, you can Ask a Question for each of the services listed in our Service Catalogue that will be posted on our Questions forum. Our staff will post an answer to your question within one business day, or open a ticket on your behalf to follow-up if required. Please note that all questions and answers posted on this forum are visible to all authenticated users so please be sure not to include any sensitive information, and only use it for generic questions (for example: "How do I enable Out of Office in Outlook?")

Opening a Ticket

To open a new ticket, you must first navigate to a Service Catalogue page for the service that you want to open a ticket for.

Navigation to a service page can be done in two different ways:

  1. Searching
  2. Browsing

 

Searching Method

  • Enter a keyword or phrase, for example: "shared mailbox", into the search bar located in the top right corner of the screen.
  • Click on the globe icon and select Service Catalogue
  • Press Enter or click on the magnifying glass icon


  • On the results screen, click on the desired service document to open it.
  • On the service document, click on the Open Ticket button to access the on-line ticket form for that service

  • Fill-out the form and click on the Request button on the bottom of the form to submit your ticket.

 

Browsing Method

Click on Services on the menu ribbon to access our Service Catalogue. Open a category that corresponds with the area that you are seeking support for. Some categories include sub-categories. If you prefer to see an alphabetic list of all services, click on Services A-Z on the menu ribbon.

Locate and open the desired service page, then click the green button on the right labeled Open Ticket. This will launch an on-line form that is specific to the service that you requesting support for. 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.

 

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Details

Article ID: 11372
Created
Thu 2/25/16 2:21 PM
Modified
Sat 2/23/19 2:06 PM