When you need technology assistance, you can raise a request for an IT support issue in our new Technology Support Center at assistance by completing an online request at http://itsupport.salisbury.edu. When
When you first arrive at our portal's home page, you'll be prompted to log in with your SU username and password.
Once logged in, you have several options available to you.
You can use the Search field to see if there's already a solution to your issue. For example, if you search for "password," the system returns some KB articles that may pertain to passwords, as well as some options for submitting a request that may be close to what you need, including the generic "Report a problem" option.
There are also headings for several request types on the left hand side. These are for commonly requested issues, such as login issues, or software issues, etc. Clicking on each of them will return topic specific options, as well as the "Report a problem" option if none of the others fit.
Raising a technology support request
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You can click View request to view and respond to your request, or you can reply to the email to respond. You'll see when you view it that it is set to Waiting for Customer.
Review Requests
You can review your ticket request by going to https://itsupport.salisbury.edu. In the top right corner click on the profile picture and choose My requests.
You can alter the filter settings to view Open/Closed requests or those created by you or those you are a participant in.
Resolved requests and re-opening requests
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If the problem was not resolved, or has re-occurred, you may re-open your ticket from the request screen. It is helpful to provide a comment to let the technician know why you're re-opening the ticket.
This is not recommended for new issues and should only be done for a reoccurring problem.
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Note: when re-opening a ticket, you do not get another confirmation email that it is re-opened. You do, however, get another email confirmation when it is resolved again. |
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