How to View Your Tickets in the Self-Service Portal

The article explains how to view, filter, and manage your tickets in the Self-Service Portal, including checking ticket statuses, viewing details, and communicating with support.

Overview

This article explains how to view requests that you have submitted, or that you are listed as a contact on. The Self-Service Portal allows you to keep track of your tickets, view updates, and stay informed throughout the resolution process. Here’s how to view your tickets in the Self-Service Portal.

Guide

1. Log in to the Self-Service Portal
   • Navigate to the Self-Service Portal and login using your NetID and password.
2. Navigate to Your Tickets
   • Once you’ve logged in, click the View My Tickets button found on the home page located on the Self-Service Portal banner.
3. View Active and Past Tickets
   • The Self-Service Portal will display a list of all tickets you’ve submitted, both current and past.
   • Active Tickets are the requests or incidents you’ve submitted that are still being worked on. You’ll see the status (e.g., open, in-progress) and any recent updates from the support team.
   • Closed Tickets are requests that have been resolved. You can view detailed information, such as the resolution and any actions taken.

Ticket Details

Clicking on a ticket will open a detailed view, where you can see:

• The full description of your request or incident
• Any updates or comments from IT support
• Current request status
• Attachments, such as screenshots or documents related to the issue
• The expected resolution time, if indicated by the support team

Filter and Sort Your Tickets

To make navigation easier, the Self-Service Portal allows you to filter or sort tickets by criteria. Use these filters to quickly find the specific ticket you are looking for.

• Status: Open, In Progress, Closed
• Priority: Low, Medium, High
• Date Submitted: Newest or oldest first

Communicate with Support

If you have additional information to provide or need clarification on a ticket, you can reply directly through the Self-Service Portal. Look for the comment section within the ticket details to add updates or ask questions.

You will also receive email notifications for any updates on your tickets, including when a ticket is resolved or if a technician needs additional information from you. Keep an eye on your inbox for these notifications to stay informed.