Frequently Asked Questions

Has anything changed in how I need to contact IT?

No, all the previous ways to reach IT are the same!

IT Service Desk
E-mail: ithelp@viu.ca (to create a new IT Ticket)
Phone: 250-740-6300 (for IT support)
Website: https://technology.viu.ca (to access out IT Client Portal, My Ticket Requests and Knowledge Base)

When did the new IT Client Portal take effect?

We launched on December 6th 2021

What happens to my old tickets?

All your existing and open tickets have been moved to the new system

What are the biggest changes and impact I should know about?

The two biggest changes are;

  1. E-mail behavior from our IT Ticket System has changed. See below for more details.
  2. The IT Client Portal adds a feature that allows you to see your current IT Tickets on our webpage
     
  • E-mail changes:
    • Contacts in the CC field will not be copied over into the ticket automatically
    • Update your ticket by replying to the original e-mail you received and ensure the original “TeamDynamix Code” snippet is included in your reply message and NOT modified. If it is not included or off by one character, letter or symbol, your ticket will not be updated with your e-mail message. This means your ticket will not actually be updated.
    • When you reply by e-mail you will not receive an update notification from the system
       
  • New IT Client Portal
    • You can access your tickets from your web browser directly on our IT Client Portal page.
    • This means you can stop using E-mail to keep track of your tickets!
    • Go to https://technology.viu.ca and click on the My Requests button to view your tickets!
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