Below you will learn more about active and closed tickets, approvals, and favorite options under My Items in the IT Service Portal.

Actions to Take

Viewing Active Tickets, Closed Tickets, Approvals or Favorites:

1. Open the IT Service Portal to view the homepage.

Note: Some information on the service portal will require a user to enter their NetID and Password before you can move forward.

2. Open My Items on the IT Service Portal homepage header section.

• Another option to see my items is by opening the View My Items icon image on the homepage.

Note: My Item Options will display based on the logged-in user.

3. Open Active Tickets or Closed Tickets tickets tab that were either submitted by the logged-in user or another user submitted a ticket for them.

4. Approvals will only display if they require an action by a user.

Note:  Not all users will see approval information on their IT Service Portal homepage, please see KB0023674 to learn more details on approving a request.

5.  Hover over and open Favorites on the homepage header to view current and manage favorites.

• Click the star to the right of the name, and it will be saved in your favorites.
• To Remove a favorite, deselect the star.

 

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Actions to Take

View, add, and remove a user to or from a Watch list:

1.  View more details on your current watched tickets open Watched Tickets.

2.  Add a user as a watcher to an existing ticket.

• Search for an active ticket to add the user.
• Click on the ticket, and a new page will display.
• Locate the Watch List widget image to the right which you will find on the Service Portal.
• Type the User's name into the field and users will auto-populate.
• Select the User.
• Click the blue Add to list button.
• The name selected will appear in the watch list widget.

  

 

3. Remove a user as a watcher from an existing ticket. 

• Search for the active ticket to remove the user.
• Click on the ticket, and a new page will display.
• Locate the Watch List widget image to the right which you will find on the Service Portal.
• Click the (X) to the right of the name, and the user will be removed from the ticket.
• The name will no longer appear in the watch list widget.

4.  Close the IT Service Portal.

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Actions to Take

Close a previously opened ticket.

• Open the IT Service Portal to view the homepage.
  • Note: Some information on the service portal will require a user to enter their NetID and Password before you can move forward.
• Open My Items on the IT Service Portal homepage header section.
  • Another option to see my items is by opening the View My Items icon image on the homepage.

Note: My Item Options will display based on the logged-in user.

• Open Active Tickets or Closed Tickets tickets tab that were either submitted by the logged-in user or another user submitted a ticket for them.
• Click on the ticket from the list you would like to close.

• Click the “RESOLVE” button on the right side.

• Fill in the comments that the ticket has been resolved and then click “OK”