TeamDynamix - Creating and Accessing IT Support Tickets

Tags Support

Summary

IT support tickets can be submitted directly to your technical support center (TSC), the IT Help Desk, or for specific IT service offerings. TSCs support faculty, staff, and students campus-wide in the buildings and locations that they work. The IT Help Desk assists students with their devices and the entire campus with resolving account and password issues.

To find a TSC that supports you, visit the TSC lookup page to search for support groups by location and department. Note that if you are not supported by a TSC, requests you submit will be sent to the IT Help Desk.

Prerequisites

Reference Items

Submit a Ticket - IT Help Desk

Submit a Ticket - Specific IT Service

Most commonly IT tickets and support requests are sent to a TSC or the IT Help Desk, however, if you know the service you would like assistance with, you can submit a request for that service directly in the IT Service Catalog.

  1. Navigate to the KU IT Client Portal and click: Services from the top menu.

KU IT Client Portal with red box highlighting Services on the top menu.

  1. Click the title of your desired service category.
    Service Catalog with list of service categories offered and red box highlighting Communication and Collaboration category as an example.

  2. Click the title of the service you wish to request.
    Communication and Collaboration page with list of available services offered and red box highlighting Custom Development service as an example.

  3. Click: Request Service or an equivalent option from the blue buttons on the right side of the window.

Red box highlighting Request Service button for selection.

  1. A request for service ticket form will be displayed. Complete and confirm the fields in the form:

  1. Requestor - Your name will automatically load in this field.

    • If a different name should be associated with the ticket, type in the first few letters of their last name, then select from the dropdown list.

  2. Acct/Dept - The requestor's account/department will be automatically added. This does not need to be changed by you.

  3. Title - In 10 words or less, describe the request or issue.

    • Example: Issues with Example Application, Login Issues on My Device, etc.

  4. Description - Additional information about the issue or request that may aid in identification and resolution.

    • See section "What to Include When Requesting Support" below for a list of recommendations and examples.

  5. Attachment (Optional) - Include any relevant files to the ticket.

  6. Due Date (Optional) - When the ticket is to be completed.

Service Request Ticket form with red letters A through F labeling the fields referenced above.

  1. When finished, click: Submit.

    • An IT technician will typically respond initially within one to two business days.

Red box highlighting Submit button.

Submit a Ticket - Technology Support Center (TSC)

TSCs support faculty, staff, and students campus-wide in the buildings and locations that they work. To find a TSC that supports you, visit the TSC lookup page to search for support groups by location and department. Note that if you are not supported by a TSC, requests you submit will be sent to the IT Help Desk.

  1. To get started submitting a TSC IT ticket, navigate to the KU IT Client Portal. 
    KU IT Client Portal home page.

  2. Scroll down to the list of blue buttons and click: Faculty & Staff Technology Help. 
    Red box highlighting blue button labeled Faculty & Staff Technology Help described in step above.

  3. A KUIT TSC Support Request ticket submission form will display. Complete and confirm the following fields:

    1. Requestor - Your name will automatically load in this field.

      • If a different name should be associated with the ticket, type in the first few letters of their last name, then select from the dropdown list.

    2. Acct/Dept - The requestor's account/department will be automatically added. This does not need to be changed by you.

    3. Title - In 10 words or less, describe the request or issue.

      • Example: Issues with Example Application, Login Issues on My Device, etc.

    4. Description - Additional information about the issue or request that may aid in identification and resolution.

      • See section "What to Include When Requesting Support" below for a list of recommendations and examples.

    5. Attachment (Optional) - Include any relevant files to the ticket.

KUIT TSC Support Request ticket submission form with red letters A through E labeling the different fields referenced in step above.

  1. When finished, click: Submit.

    • An IT technician will typically respond initially within two business hours.

Red box highlighting Submit button at bottom of form in step referenced above.

What to Include When Requesting Support

Providing clear information up-front helps support technicians resolve your issue faster and reduces the need for follow up. Depending upon the type of issue you are reporting, please include the details listed below.

Basic Information

The following information is helpful to add to any support request, if applicable:

  1. Screenshots

    • Include the full screen whenever possible.

    • Ensure error messages are clearly visible.

    • Note which monitor the issue appears on if you use more than one.

  2. Exact Error Messages

    • Copy/paste messages when possible.

    • Include error codes if shown.

  3. Device Details

    • Windows, Mac, Linux, phone, or tablet.

    • KU‑owned or personal device.

    • Device name or asset tag, if known.

  4. Location and Connection

    • On campus, off campus, or traveling.

    • Wired, wireless, or VPN.

  5. Timing

    • When the issue started.

    • Whether it happens consistently or intermittently.

  6. Recent Changes

    • New device, new phone, password change, update, or travel.

    • If nothing has changed or been modified on the device lately.

  7. Steps You’ve Already Tried to Resolve the Issue.

    • Restarted the device.

    • Tried another browser or device.

    • Logged out and back in.

Account & Identity Issues

For account and identity issues, include:

  1. Your username.

    • Example: KU Online ID or another account that you are trying to use.

  2. What you are trying to access.

  3. Any error message you receive.

  4. When the problem started.

Email (Outlook/Exchange)

For email issues, include:

  1. What is not working.

    • Example: login, send, receive, sync.

  2. The device you’re using.

    • Example: desktop computer, laptop computer, or phone.

  3. When the issue started.

  4. Any error or bounce‑back messages received.

Hardware/Device Issues

For hardware and/or device issues, include:

  1. Device type.

    • Example: laptop, desktop, travel laptop.

  2. Whether the device is KU‑owned or personal.

  3. What the device is doing or not doing that is causing the issue.

  4. When the issue began.

International Travel Laptop Support

For international travel laptop program support, include:

  1. Your travel dates.

  2. Whether the issue is related to pickup, return, or access.

  3. Any deadlines you are trying to meet.

  4. Your current time.

    • This helps IT technicians determine appropriate call back times.

Multi Factor Authentication (MFA) Problems

For MFA issues, include:

  1. The MFA method you’re using.

    • Example: in the DUO app, by text, or via call.

  2. Whether you recently changed phones or devices.

  3. The error message displayed.

  4. Whether login works on another device.

Network/Connectivity Issues

For network and/or connectivity issues, include:

  1. Where you are connecting to the network.

    • Example: on campus, at home, in residence halls, traveling.

  2. Connection type.

    • Example: a wired network connection, JAYHAWK wireless, VPN.

  3. What notably works and what is not working.

  4. Any error message shown.

Password Resets/Login Issues

For password resets and/or login issues, include:

  1. The system or service you can’t log into.

  2. Whether this system or access worked previously.

  3. Any error messages shown.

  4. Whether you are on or off campus.

Policy-Related Requests

For policy-related requests, include:

  1. What policy, guideline, or standard you need help with.

  2. How the policy, guideline, or standard affects you.

  3. What change or resolution you would like to see regarding the item above.

  4. Any deadlines involved.

  5. Any prior communication you’ve received.

Software/Application Issues

For software and/or application issues, include:

  1. The application name.

  2. What you were trying to accomplish in the application.

  3. What happened in the application instead of the intended behavior.

  4. Any error messages.

  5. Your device type.

    • Example: Windows, Mac, Linux, mobile.

Where to Check the Status of Your Ticket

There are a two key options to check the status of your ticket and leave comments: by email or online in the KU IT Client Portal.

Email

Once you submit a ticket, you will receive an automated email confirming its receipt. The email will also include a link to view the ticket's status where you can reply with questions and updates of your own.

  1. Click the email in your inbox and then perform either of the following:

    1. To reply with questions and updates of your own, click: Reply, type your question or update in the reply window, then click: Send. Proceed to 1b below if you would like to check the ticket's status.

Clicking reply in the email window.

Clicking send in the email reply window.

  1. To see updates and comments directly within your request, scroll down in the email and click: Open in TDClient. Continue to step 2 below.

Screenshot showing step 1b above.

Clicking Open in TDClient in the email.

  1. Scroll down in the TDClient window that opens.

Screenshot showing step 2 above.

  1. Updates will be displayed beneath Feed.

Screenshot showing step 3 above.

  1. If you wish to leave a comment, click: Comment and complete your post in the window that opens.

Screenshot showing step 4 above.

My Tickets

You can see a complete list of IT support tickets you have submitted within the IT Client Portal online.

  1. In the KU IT Client Portal, scroll down to the list of blue buttons and click: My Tickets.
    Red box highlighting blue button labeled My Tickets described in step above.

  1. A Ticket Requests page will open, including:

    1. Ticket filtering options. Continue to step 3 below to filter your ticket results.

    2. A listing of tickets you have submitted. Continue to step 4 below to see a list of all active tickets you have submitted.

Ticket Requests page as described in step above.

  1. Adjust any ticket filtering options, then click: Search to refine the ticket results list:

    1. Search - Search for specific text within a ticket.

    2. Status Class - Search based on ticket status, such as New, In Process, Completed, Cancelled, On Hold, etc.

    • The system automatically sets the default to New, In Process, or On Hold tickets.

    1. Created Date - Type in the date range of when the ticket was created.

    2. Due Date - Type in the date range for when the ticket was requested to be completed.

    3. ID - Type in the ticket ID number.

      • This number is displayed next to the ticket's title wherever it is listed, including in automated email messages.

Screenshot showing step 3 above.

  1. To see the status of one of your tickets, comments, and updates, click the ticket's Title in the list below the search options.

Red box around Example Ticket title being clicked as referenced in step above.

  1. This will open your ticket where you can see the status in the top-right. Scroll down to see additional information.

Example of ticket with red arrow pointing down to scroll further.

  1. Key edits, status changes, or comments will be displayed under Feed.

Example of Feed section of ticket as described in step above.

  1. Click: Comment to ask a question or post an update.

Red box highlighting blue buttons for adding a Comment or Update to a ticket in the Feed section of a ticket.

 

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