How do I view my IT Tickets?

View your IT Tickets

Follow the steps below to view and update your IT Tickets in the IT Client Portal

Submit a ticket to IT first

  1. Before you can view or update your tickets in the IT Client Portal you will need to submit them by e-mail to ithelp@viu.ca first.
     
  2. This will automatically create a new IT ticket in our system and you will receive a notification e-mail reply to confirm the ticket was created.
     
  3. If you don't have a ticket already created you can still view your My Requests page but your Ticket View will be empty.

View a list of your Current IT Tickets

  1. To access the Ticket Requests page, go to https://technology.viu.ca
     
  2. On the left column click on the My Requests button

     
  3. Use your VIU Credentials to sign-in if you are prompted
     
  4. Your Ticket Requests will show in a list at the bottom of the page along with a search area at the top.

View your entire history of IT Tickets

  1. Click Status Class Drop down and click on [Select All]
     
  2. Click Search
     
  3. Your entire history of IT Tickets will be shown in the list below


     
  4. If you want to show Tickets that you've also been added as a contact on, that means you weren't the original Requestor (submitter) of the ticket, then click the checkbox as seen below.

 

Understand your IT Ticket List


  • ID – Your IT Ticket Number
  • Title – The Subject of your IT Ticket. This will also automatically be created from your Subject Line message if you submitted a ticket by e-mail to ithelp@viu.ca
  • Service – The service type of your IT Ticket which could relate to a product, service, software, or hardware for IT related support topics.
  • Status – The status of your IT Ticket (New, In Process, On Hold, Cancelled, Completed)
  • Reviewer – The IT employee, IT technician or IT team (group) currently assigned to this ticket
  • Requestor – The person in the ticket set as the original requestor of the IT ticket
  • Modified – A timestamp of when your IT Ticket was last modified by you, a contact added to the ticket or IT staff.
     

View an individual IT Ticket

  1. To view a specific IT Ticket, fire access the Ticket Requests page by going to https://technology.viu.ca
     
  2. On the left Quick Links Column click on the My Requests button


     
  3. Sign-in with your VIU Credentials if you are prompted
     
  4. Your Ticket Requests will show in a list at the bottom of the page along with a search area at the top.
     
  5. In the ticket list below, click on the Title of the specific ticket you wish to open


     
  6. This will open the Ticket in full Ticket View [see image below for a description of each element in your Ticket view]
     

Anatomy of an IT Ticket

  1. Ticket Title – The Title appears at the top left of every ticket. [Subject from your E-mail]
     
  2. Ticket ID - This is the unique Ticket ID or Ticket number for the ticket. You may see it labeled as a Service Request or Incident ID depending on your type of ticket.d
     
  3. Status – The current ticket Status appears in the upper right corner of the ticket. 
     
  4. Ticket Details – The Ticket Details section is displayed in the main area of the ticket and includes fields from the ticket form as they were selected by the Client (you) or the  IT technician who created the ticket. Some fields relate to the description of the ticket (Acct/Dept, Type, Service, Impact, Urgency, Priority, Source), and some fields are related to the ticket logistics and workflow (Created, Last Modified, Age, Reviewer, Responsibility, Dates, Tags, etc.). The fields available in the ticket details are determined by the specific ticket form used to create the ticket (e.g., Incident, Service Request, etc.).

    Examples of fields shown in the example ticket include:
  • Acct/Dept – The Acct/Dept field indicates the department associated with the ticket. This is usually, but not always, the department the requestor is in. The Acct/Dept field does not indicate the group that is responsible for resolving the ticket.
  • Service - The Service field indicates the entry in your Service Catalog that the person is requesting.
  • Type - The Type field is a general ticket category, which is typically used for filtering and reporting.
  • Impact – The Impact field describes how many people are affected by the work required by the ticket.
  • Urgency – The Urgency field describes the influence the work has on business operations.
  • Priority – The Priority field describes the importance of the ticket in relation to other tickets. The Priority value is calculated based on the Impact and Urgency values.
  • Source - The Source field indicates where the ticket originated from. Common sources include the Client Portal, email, phone or walk-ins.
  • Created - The Created field indicates the date and time the ticket was created, and by whom. The creator of the ticket can be different from the requestor, as in the case of someone submitting a ticket for someone else.
  • Last Modified - The Last Modified field indicates the date and time the ticket was last modified, and by whom. Modifications can include updating, commenting on, or editing the ticket.
  • Age - The Age field displays the number of days since the ticket was created. The age of a ticket is calculated based on actual days, not business days.
  • Responsibility - The Responsibility field indicates who is responsible for completing the work on a ticket. A ticket can be assigned to one person or one group.
  • Date(s) - The Date(s) field shows the created date and any due date assigned to the ticket.
  • Tags - The Tags field shows any tags that have been attached to the ticket. Tags allow users to search for this incident by the keywords listed here.
    ​​​​​​
  1. Add Attachment Button – The Attachments field is displayed below the Requestor field and shows a list of any attachments that have been added to the ticket.
     
  2. Add Alerts Button - Add an alert to the ticket to be notified by e-mail when certain conditions of a ticket have changed
     
  3. Requestor – The Requestor field is displayed on the right side of the ticket and shows the name and contact information for the individual who submitted the request. You can click on the name of the requestor to view additional details about them.
     
  4. ​​​​​​Attachments – The Attachments field is displayed below the Requestor field and shows a list of any attachments that have been added to the ticket.
     
  5. Active Alerts - Any active alerts you have set for this ticket will be shown here 
     
  6. Description – The Description field is displayed below the Details section and includes what was written in the Description field of the ticket when it was created. If you submitted a ticket by e-mail, the description field will be filled from your e-mail message body.
     
  7. Feed – The Ticket Feed is displayed at the bottom of the ticket and provides a log of all communications from the Client (you) and any IT group or technician from the time it was created. The Feed is an audit trail of what has occurred in the ticket. Some of the activities that create a Feed entry include an IT group or technician updating, editing, and commenting on the ticket. If you need to get caught up on a ticket, the Feed is a great place to quickly find a summary of activity.
     
  8. Comment Button - Click this button to add a new comment to a ticket that will be visible to any Contacts  or IT technicians associated to the ticket
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