How to Submit a Ticket from the Portal

Question

How do I submit a ticket using the IT Support Portal?

Environment

• IT Support Portal

Information

When submitting a ticket or request with the IT Support Portal you first need to determine if you are reporting an Incident or submitting a Service Request.

•  Reporting an Incident
  • Used when something is not working as intended. Examples include:
    • Computer will not boot up
    • Possible virus on computer
    • There is an error for everyone while printing
• Submitting a Service Request
  • Used when there are specific needs or requests for information. Examples include:
    • Additional PeopleSoft access required
    • New wireless keyboard request
    • Request for new Google Group

Answer

Reporting an Incident

1. Navigate to the IT Self-Service Portal
2. Sign in with your MyGRCC credentials in the top right corner
3. Select the Report an Incident quick button
4. Add required information
   1. If logged in you will automatically populate as the Requestor
   2. If issue pertains to a computer, add the Asset Tag or Computer Name
      • Assigned equipment will be suggested when you click on the field
   3. Summarize your issue in the Subject
   4. Add as much detail as possible to the description, suggestions of information to provide include:
      1. Contact Information (especially if working remote)
      2. When did the issue start?
      3. Steps to replicate the issue
      4. Does it happen to more than one person?
      5. What, if anything have you already tried to fix it?
5. Click Request

Submitting a Service Request

1. Navigate to the IT Self-Service Portal
2. Sign in with your MyGRCC credentials in the top right corner
3. Select the Services tab or search directly from this page
   • For more tips on searching view the related article on How to Search the IT Service Catalog
4. Navigate to the desired Service
5. Read the provided information on the service's home page
6. Click Request Service
7. Supply all required information
   • Required information varies by service
8. Click Request