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?
Environment
- 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 this Supprot Portal provides a structured way to request IT support and services. By using the Service Catalog, you can ensure that your request is routed to the appropriate team for prompt attention. This guide will walk you through navigating the catalog and submitting a ticket online.
Accessing the Service Catalog
- Log in to the Support Portal
- Navigate to the Support Portal using your web browser (you're already here!)
- Check to see if you're logged in. Look to the right of the search bar at the top of the page, if it says "Sign In", click it to sign in if you have a Bowdoin account. Otherwise, continue.
- Open the Service Catalog
- Once logged in, click on Services in the menu bar.
- The catalog is organized into Service Categories to help you find the appropriate service for your request.
Navigating the Service Catalog
The Service Catalog is structured in a hierarchical manner:
- Service Categories and sub-categories– Broad groupings of related services (e.g., "Technology Enhanced Spaces", "Internet & Networking", "Accounts, Passwords, IDs & Access").
- Services – Specific services within each category (e.g., "Report a Room Technology Issue," "Report Wireless Issue").
- Forms – The request forms associated with each service that collect the necessary details to process your request. These are indicated as buttons inside each Service.
Finding the Right Service
- Use the Search Bar at the top of the Support Portal page to quickly find a relevant service by entering keywords related to your issue.
- Browse through Service Categories and click on the appropriate category to expand the available services.
- Click on a Service that best matches your request to view more details.
Submitting a Ticket
- Select the Appropriate Service
- Once you have found the service related to your request, click on it to open its details page.
- 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 your request further.
- Submit the Ticket