Our support process relies on what we call tickets and we try to turn everything that comes into our office into one of these tickets. Once we have a ticket it is easy for us to route that ticket to the person or team most able to address the issue. Additionally, once you have a ticket number it is a lot easier for you to quickly connect to your specific issue when working with us.
We have two main categories of tickets – Service Requests and Incidents.
- A service request is your way to make a formal request for something new to be provided, including computer upgrades, VPN access, or password reset assistance. Service requests for a variety of items can be entered by clicking on Request New Service from the portal home page or clicking on Service Catalog above.
- An incident is an unplanned event that disrupts or reduces the quality of a service we provide or support, such as a failed computer or printer. You can click on Report an Incident from the portal home page or click New Ticket in the upper-right.