This article covers how to report an Incident via the Tech Support portal.
Before beginning. Here are a few examples of what are considered Incidents;
- Software not working - an application has stopped working but was working previously.
- Hardware failure - laptop not powering on, crashing.
- Internet connectivity - experiencing problems with wired or wireless connections.
Please note - Incidents are not limited to the examples stated above. If you are unsure, the tech team can assist.
1) With the Tech Support portal open. Navigate to and click on Report an Incident.
2) Begin by entering a subject into the Subject field. Next, click on the Description field to provide more details of the incident being encountered. It is worth noting - when entering a subject and proceeding to the description field, the Knowledge Base will be referenced using words entered in the subject field and return related articles. If you see something which may help, click on the article title to view. This may resolve the incident before submitting a ticket. Next, provide a state of Urgency to the Incident; Low, Medium, or High (this will be reviewed by the service desk agent). You can also associate a category though this is not mandatory.
3) You can attach a file to the incident ticket which you feel may help the agent understand in more detail the incident being encountered. To add an image, click on Attach a file.
4) When you are ready to submit the ticket. Click on Submit.