Enter a Work Request (Ticket) Online to IT

Questions

  • How do I enter a ticket for IT?
  • How can I create a ticket to Information Technology?
  • How can I use the Support Portal to enter a ticket online?
  • I need to make a work request to IT. How do I do that online?
  • How do I submit a request through the Service Catalog?
  • Where do I go to request IT support or services?

Environment

This article applies to anyone who needs to submit a work request to Information Technology (IT) online.

  • Faculty, staff, or students who need to enter a work request for IT online.
  • Guests of the college who need to enter a ticket for services available to them.

Resolution

The Service Catalog in the Support Portal provides a structured way to request IT support and services. Using the Service Catalog helps ensure that a request is routed to the appropriate team for prompt attention.

Accessing the Service Catalog

  1. Log in to the Support Portal.
    1. Navigate to the Support Portal in a web browser (you are already here).
    2. Check whether you are signed in. Look to the right of the search bar at the top of the page. If it says Sign In, select it to sign in with a Bowdoin account. Otherwise, continue.
  2. Open the Service Catalog.
    1. Once signed in, select Services in the menu bar.
    2. The catalog is organized into Service Categories to help you find the appropriate service for a request.

Navigating the Service Catalog

The Service Catalog is structured in a hierarchical manner:

  • Service Categories and sub-categories - broad groupings of related services (for example, "Technology Enhanced Spaces", "Internet & Networking", "Accounts, Passwords, IDs & Access").
  • Services - specific services within each category (for example, "Report a Room Technology Issue", "Report Wireless Issue").
  • Forms - the request forms associated with each service that collect the necessary details to process a request. These are indicated as buttons inside each Service.

Finding the Right Service

  1. Use the Search Bar at the top of the Support Portal page to quickly find a relevant service by entering keywords related to the issue.
  2. Browse through Service Categories and select the appropriate category to expand the available services.
  3. Select a Service that best matches the request to view more details.

Submitting a Ticket

  1. Select the appropriate service. Once you have found the service related to the request, select it to open its details page.
  2. Complete the service form. Each service has a request form designed to capture the necessary details. Fill out all required fields, such as:
    • Contact information
    • Description of the issue or request
    • Any relevant attachments or screenshots
    Some forms may offer dropdown menus or multiple-choice options to specify the request further.
  3. Submit the ticket. After completing the form, select Submit to send the request. You will receive a confirmation email with a ticket number for tracking the request.
Note: You can track a work request's (ticket's) progress online. See View and Track Your IT and Workday Support Tickets Online in the Related Articles section.

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.
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