KB Sections:
Viewing Active Tickets
To view your tickets, head to the GBIT Service Desk homepage (www.uwgb.edu/servicedesk) and select "view tickets". Or, head to the service catalog (www.uwgb.edu/itservices) and select "Ticket Requests". (Direct link to ticket requests page: Ticket Requests)
From here, you'll see all of your active tickets by default.
Interacting with Tickets
Click on a ticket name in the ticket requests page. This will take you to the main page of the specified ticket. In this page, you will be able to see many different things:
Breakdown:
- Service Request (Ticket) ID
- Current status of your ticket (Ex. New, On Hold, Resolved, etc)
- Ticket Actions (Withdraw Request (if not resolved or closed), Add Attachment, and Add Alert)
- Details of the ticket
- Current Workflow Status of Ticket (If applicable)
- Ticket Feed
- Read By Info
Commenting on Tickets
To comment on a ticket, open the ticket in the ticket requests page.
Click on "Comment".
This will open a text box that allows you to update the ticket.
- You can select a group to notify. The groups available will be determined by which department the ticket is currently assigned to.
- Type your message and click "Save" when done.
Responding to Comments
If a technician responds to your comment or responds to your ticket request, you can comment directly back to them. To do so, click "comment" on the bottom of your or their original comment.
Type your follow-up message. Hit "Save" when done.
Viewing Workflow Steps
Some service requests will be assigned workflows that will notify you of the status of your ticket. To view information on a specific workflow step/task, click on the task. It will open a new page that provides more specific info on the task.
Withdrawing a Request
If your service request is no longer needed, you can withdraw your request.
After clicking "Withdraw Request", please choose the option that best suits you under "Why are you withdrawing the request?". Type comments if desired and hit "Withdraw". Your ticket has now been withdrawn.
Seeing Past Tickets
To view all of your tickets on the ticket requests page, select "Status Class". Then, select "[Select all]". Next, click "Search" and all of your tickets will show.
