How do I add a Contact to an IT Ticket?

The two best methods to add a Contact to your IT Ticket are;

  • include the contact(s) in the original e-mail message when you e-mail ithelp@viu.ca
  • add a new comment to an existing ticket in the IT Client Portal


Add a Contact to a new IT Ticket by E-mail

  1. When you submit a new ticket by e-mail, contacts added to the CC field are no longer transferred over into your IT ticket automatically.
     
  2. In order to add a contact to an IT Ticket by e-mail, simply leave the Carbon Copy (CC) field blank and include them as part of your original message body to notify IT.
     
  3. Once your ticket is sent, an IT employee will know to add your contacts to the Ticket
     
  4. Once they are added, this will give your Contact(s) the ability to view and add comments to your ticket on the IT Client Portal
     

Do NOT Add Contacts in the CC Field


 

Add Contacts to a new Ticket in your original E-mail Message
 

 

Add a Contact to an existing IT Ticket on the IT Client Portal

You can request to add a contact by updating your IT Ticket on the IT Client Portal. Simply add a new comment in the Feed section located at the very bottom of your ticket view.

  1. Sign-in to https://technology.viu.ca, click on the My Requests button to go to your tickets, then click on the ticket you wish to update
     
  2. Scroll down the page and then click the Comment button.


     
  3. You can also reply directly to a message in the Feed by clicking on the Comment link directly below a previously added Comment 
     
  4. When you click the Comment button a Notify and Comment field will appear similar to below:


     
  5. If you want to notify a Contact or IT employee or IT group in the ticket of your update then click the Notify field and select which Contacts to send an e-mail notification
     
  6. To add your message click in the Comment field
     
  7. Type a message similar to "Please add VIU.Employee@viu.ca to this ticket"
     
  8. When finished, click the Save button 
     
  9. This will add a new ticket note to the ticket feed and IT staff will know to update the ticket adding your requested Contact
     
  10. Any contacts added will be able to view this Ticket in their own Ticket View on the IT Client Portal and be included in notifications.
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