How Do I Submit A Ticket?

This article provides users with the steps to submit a successful ticket to Information Technology Services (IT).

Urgent Issues - Submit By Phone

If students or employees need urgent IT help, they should contact the Service Desk directly. It's recommended that the person facing the issue call themselves, rather than having someone else pass on the message.

1. call 250-740-6300 or toll-free at 1-833-902-6301
2. provide IT the following information
   • name of caller and other relevant contacts
   • computer name if using a VIU device
   • operating system if not using a VIU device
   • detailed explanation of the issue
   • location if on campus
   • describe any troubleshooting already done
3. allow IT to briefly troubleshoot over the phone (5-15 minutes) 
4. the issue may be escalated to an appropriate team if a quick resolution isn't possible

Employee Non-Urgent Issues - Submit Via Client Portal

If an employee needs IT assistance that doesn't require immediate attention, using the Client Portal is best.  The Client Portal allows users to add helpful information, reducing back-and-forth information gathering.

1. go to the Client Portal and sign in with your VIU credentials (student credentials will not work)
   • the client portal can also be found on ITHelp.viu.ca in the right-hand "Request Help" or "Report IT Issue" section
2. fill in all the required fields
3. fill in as many optional fields as possible
4. include detailed notes of the issue and the troubleshooting steps already tried
5. attach any screenshots or relevant files
6. click Submit

Student Non-Urgent Issues - Submit Via Email

If a student requires IT assistance that doesn't need immediate attention, they can email IT for assistance.

1. type an email that includes the following information
   • name of student
   • student number
   • computer name if using a VIU device
   • operating system if not using a VIU device
   • detailed explanation of the issue
   • attach screenshots that demonstrate the issue or error
   • location if the issue on campus
   • describe the troubleshooting already done
2. send the email to StudentTechHelp@viu.ca