How do I update my IT Ticket?

Update a Ticket by E-mail

  1. To update a ticket by e-mail you will need to reply to an original message sent by the IT Ticket System.
     
  2. First, find the original e-mail sent to you by the IT Ticket system (the sender should show as "VIU IT Services" from "it_notify@viu.ca") and click reply.
     
  3. Ensure that the original TeamDynamix code snippet at the bottom of the original e-mail is unmodified. [refer to the image below highlighted in yellow]
     
  4. If it is not included or off by one character, your ticket will not be updated with your e-mail message. That means no new ticket note will be added and you will not get an reply back notification whether it was successful or not.
     
  5. Important Note: If the code is altered or not included in your reply back message to IT the IT Ticket System will create a brand new Ticket setting you as the new requestor.
     
  6. Important Note: When you reply by e-mail to update a ticket you will NOT receive an update notification
     
  7. Refer to the image below for an example of how to correctly update a ticket by e-mail by replying to the original message:

 

Update a Ticket on the IT Client Portal

You can update your IT Ticket by adding a comment in the Feed section 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. When finished, click the Save button 
     
  8. This will add a new ticket note to the ticket feed which will be viewable to; you, any contact that has been added to the ticket and IT staff

 

 

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