Submitting a request for help or services

 Objective

How to submit a request for help or services by creating a Request or Incident Ticket in the IT Service Portal.

 Audience

• Students
• Faculty
• Staff
• Guests

 Environment  

IT Service Portal

 Procedure

Self-help resources

• IT Service Portal demo 
• Search the IT Service Portal
  • Type in the subject or keywords of the issue you want to resolve. The search results will return matches from both the Knowledge Base and the Service Catalog. Service pages will contain information about the features, intended audience, and offerings that fit under a service. 
  • To narrow search to Knowledge Base articles, use the drop down option to the left of the search bar, click Knowledge Base, and search again.
  • If you do not find a relevant article to assist with resolving your issue or answering your question, please submit a ticket for help and let us know that you did not find a helpful article so we can create one.
• Start a chat session - live help with the Service Desk

Submitting a ticket

Submit a ticket to request help.

1. Go to support.ksu.edu.
2. Click Service Catalog.
3. Select the desired Category.
4. Select the desired Service.
5. Click Report an issue.
   
   Note: Submit an issue to report an outage or inability to use campus systems
    
6. Sign in with your eID and password (unless already signed in using SSO).
7. Verify with DUO (if needed).
8. Fill out the Issue Details fields
9. Click Submit.
10. Select one of the three provided options:
     
    • Create another request of this type
    • View the request you just created
    • View your ticket requests
      
      Note: You can also close the page at this time.

Submitting a Request Ticket 

Submit a request ticket for help with services.

1. Go to support.ksu.edu.
2. Click Service Catalog.
3. Select the desired Category.
4. Select the desired Service.
5. Click Request service.
6. Sign in with your eID and password.
7. Verify with DUO (if needed).
8. Fill out the Request Details.
9. Click Submit.
   
   Note: This is for individual assistance requests for supported systems or processes. 
    
10. Select one of the three provided options:
     
    • Create another request of this type
    • View the request you just created
    • View your ticket requests
      
      Note: You can also close the page at this time.

 Notes

If you are unable to determine which Service your issue resides in, please contact the IT Service Desk at 785-532-7722 for assistance.

Information Technology units from College of Business Administration, College of Agriculture, College of Health and Human Sciences, K-State Olathe, K-State Salina, Library, and Division of Communications Web Services utilize TeamDynamix for ticket management in addition to the Division of Information Technology. College and departmental Information Technology units will have tickets routed to them using automation logic based on data like department and location of requesting party and location of room/building where support is required.