The IT website makes it easier to view and update tickets, and respond to any approvals you may need to.
Looking for more general advice on navigating the site? Take a look at our other article explaining how to get the most out of the IT website.
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Viewing tickets
Tickets can be viewed by clicking My Tickets in the header. The number next to My Tickets shows how many you currently have open.
When My Tickets is clicked, a side drawer will open to show you a selection of your tickets.
To view all tickets, click the See All link within the side drawer.
Tickets can also be viewed in the My items section on the homepage.
The number next to Tickets shows how many you currently have open. To view all tickets click the See All link.
When the See All link has been clicked, you’ll see a list of all open tickets updated within the last 30 days by default.
You can view closed tickets by checking the Closed checkbox. You can also choose the date that you want to see tickets from – 30 days ago, 60 days ago, 90 days ago and all time. You can update the option by selecting it from the Date Updated drop down field.
To view details on a ticket, click the ticket number.
You’ll be taken to the ticket page where you will see all the details for your ticket.
Updating tickets
You can add extra information to your open tickets at any time by clicking the ticket number on the ticket page.
You’ll be taken to the ticket detail page, where you can see any updates made to the ticket.
To add a new comment to your ticket, type your message into the Activity Stream box and click the Send button.
You’ll be able to see all comments – both from you and IT Services – in the Activity Stream.
Attachments can also be added to your ticket by clicking the Attachments tab.
Once you are in the Attachments tab, click the paperclip icon and a file explorer will open. Choose your attachment and click the Open button to add it to the ticket.
To update the attachment name, click the pencil icon and type the new name into the attachment name field.
To remove an attachment, click the x icon and confirm that you want to delete the attachment.
Attached articles will display any articles that IT have attached to your ticket to help you.
Viewing approvals
Depending on your role at the University, you may receive approval requests. For example, purchasing hardware and software where you are the budget holder.
You can view your approvals by clicking My Approvals in the header.
The number next to My Approvals shows how many approvals are currently pending. When My Approvals is clicked a side drawer will open, displaying a list of pending approvals.
To view all pending approvals, click the See all link.
Approvals can also be viewed in the My items section on the homepage.
Again, the number next to Approvals shows how many approvals are pending and you can view all pending approvals by clicking See all.
When the See all link has been clicked, you will be taken to the My Approvals page. All requested approvals within the last 30 days are shown by default.
You can view approved approvals by checking the Approved checkbox, and you can also view rejected approvals by checking the Rejected checkbox.
It is possible to choose the date that you want to see approvals from – 30 days ago, 60 days ago, 90 days ago and all time. You can set this by selecting it from the Date Updated drop down field.
Approve or reject approvals
You can see more information about what you are being asked to approve by clicking on the ticket it refers to.
Each approval should have an Approve and Reject button next to it.
To approve click the Approve button. Once it has been clicked, a box will pop up offering you the chance to include an optional explanation – one can be added if you wish, but it is not required.
Click the Confirm Approval button to approve the request.
To reject an approval click the Reject button. Again, a box will be displayed but this time an explanation is required in order to reject the request.
Once an explanation has been entered you can click the Confirm Rejection button to reject the approval request.