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iSupport Ticket Submission

Overview

Instructions on what type of ticket to submit and what information is necessary to submit a ticket related to the Colleague portal.

How To Submit a Ticket

  1. Go into the iSupport interface within the Portal.
  2. Click on the Submit a New Ticket in the upper left corner.

Submit New Request.PNG

  1. Under Support Request, choose Submit a Request.

Submit New Request.PNG

  1. The screen will look as follows:

  1. Click on the Category  to choose the proper type of ticket. The structure is as follows:

Categories of Tickets

New Audience

The following fields are needed when requesting to have a new audience created:

  • Category: 
    • Portal->Add New->Audience
  • Short Description:
    • Concise short description of the audience
  • Description:
    • Detailed information concerning the audience
    • Reason it is needed
    • Date it is needed.

Now click on the Custom tab and fill out the following fields:

  • Colleague Fields/Screen Name: Supply the name of the fields or the screen upon which the fields are found.
  • Data Owner Sign-off: If the data is owned by another area, please indicate the name of the individual who has given permission for use of the data
    • It is best to attach an email with the owner specifically stating approval of the use of the data

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

New Image or Media

The following fields are needed when requesting to have a new image/media created or added to the portal libraries:

  • Category: 
    • Portal->Add New->Image/Media
  • Short Description:
    • Concise short description of the Image or Media need
  • Description:
    • Detailed information concerning the image or media
    • Reason it is needed
    • Date it is needed.

Now click on the Attachments tab and include the image or media, if you have it.

New Navigation Ribbon Link

The following fields are needed when requesting to have a new Navigation Ribbon Link created:

  • Category: 
    • Portal->Add New->Navigation Ribbon Link
  • Short Description:
    • Concise short description of the Navigation Ribbon Link
  • Description:
    • Detailed information concerning the Navigation Ribbon Link
    • Reason it is needed
    • Date it is needed.

Now click on the Custom tab and fill out the following fields:

  • Destination of Link: State the URL destination for the link.
  • Label of Link: Indicate what you would like the link to be named.
    • For example: if your link was www.indwes.edu, maybe you want the link label to be IWU Home.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

New Other

The following fields are needed when requesting to have a new item not covered by other topics to be created or added:

  • Category: 
    • Portal->Add New->Other
  • Short Description:
    • Concise short description of the new item
  • Description:
    • Detailed information concerning the new item
    • Reason it is needed
    • Date it is needed.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

New Site

The following fields are needed when requesting to have a new site created:

  • Category: 
    • Portal->Add New->Site
  • Short Description:
    • Concise short description of the site
  • Description:
    • Detailed information concerning the site
    • Reason it is needed
    • Date it is needed.

Now click on the Custom tab and fill out the following fields:

  • Site Type:
    • Class Site: created from HR and Academic department in Colleague
    • Campus Organization Site: created from Campus Orgs in Colleague
    • Department Site: created from HR and Academic department in Colleague
    • Group Site: created manually from iSupport ticket for which a Colleague created site is not possible
    • Information Site:
  • If Group Site is Chosen:
    • Site Name: Name for Site
    • Site Owner: Name of person to serve as Administrator for the site
    • Group Members: Name of at least 4 additional members to be included on the site
      • NOTE: Requirements for a Group site state there must be a minimum of 5 members.
  • If Informational Site chosen:
    • Site Name: Name for site
    • Site Owner: Name on person responsible for maintaining site

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

Change Existing Navigation Ribbon Link

The following fields are needed when requesting a Navigation Ribbon Link modification:

  • Category: 
    • Portal->Change Existing->Navigation Ribbon Link
  • Short Description:
    • Concise short description of the Navigation Ribbon Link
  • Description:
    • Detailed information concerning the Navigation Ribbon Link
    • Reason it is needed
    • Date it is needed.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

Change Existing Other

The following fields are needed when requesting to have something in the portal modified not identified by other categories:

  • Category: 
    • Portal->Change Existing->Other
  • Short Description:
    • Concise short description of the request that needs modified.
  • Description:
    • Detailed information concerning the needed modifications
    • Reason it is needed
    • Date it is needed.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

Change Existing Site

The following fields are needed when requesting to have an existing site modified:

  • Category: 
    • Portal->Change Existing->Site
  • Short Description:
    • Concise short description of the site modification
  • Description:
    • Detailed information concerning the modifications to the site
    • Reason it is needed
    • Date it is needed.

Now click on the Custom tab and fill out the following fields:

  • Site Type:
    • Campus Organization Site: created from Campus Orgs in Colleague
    • Department Site: created from HR and Academic department in Colleague
    • Group Site: created manually from iSupport ticket for which a Colleague created site is not possible
    • Information Site:
  • If Group Site or Informational Site is Chosen:​
    • Site Name: Name of Site

Feedback

The following fields are needed when providing feedback:

  • Category: 
    • Portal->Feedback
  • Short Description:
    • Concise short description of the feedback
  • Description:
    • Detailed information concerning the feedback
    • Date it is needed, if applicable.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

Other

The following fields are needed when providing any other portal related information:

  • Category: 
    • Portal->Other
  • Short Description:
    • Concise short description of the situation
  • Description:
    • Detailed information concerning the situation
    • Reason it is needed, if applicable
    • Date it is needed, if applicable.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

Problem

The following fields are needed when providing information regarding an issue in the portal:

  • Category: 
    • Portal->Problem
  • Short Description:
    • Concise short description of the problem encountered in the portal
  • Description:
    • Detailed information concerning the problem encountered in the portal
    • Date it is needed, if applicable.

Now click on the Attachments tab and include any attachments that may assist IT in fulfilling the request.

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Last modified
13:18, 23 Apr 2014

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