Using the ITS Service Portal

The ITS Service Portal is where you can access self-help articles to find technology answers yourself as well as request assistance from Information Technology Services.  Requesting support through the Portal is encouraged as it allows requests be automatically directed to the appropriate ITS resource and helps ensure that all required information necessary to fulfill the request is gathered up front. 

 

How do I create a ticket and/or get assistance from ITS?


The Services tab is where you can find the Service Catalog.
 
  1. Click Services in the menu bar at the top of this page.  Browse various categories to find services that match your technical issues; see a list of services from A to Z; or just search to find the right service by typing in to the search window.
  2. Once you locate a service that matches your issue, you can view a description of the service and links to other resources if applicable.  Click the "Request Service" button at the top of the right column to submit a ticket for the selected service.
  3. If you are experiencing more than one issue, it is strongly recommended to create a separate ticket for each issue.  Tickets are assigned to different ITS staff depending on the nature of the ticket.
  4. If you can't find a service that matches what you are looking for you can use the General Support request service. 
 

Searching for the Service that most closely matches your issue or question is important because:

 
  • Services will often provide additional information on your specific issue and how to best resolve it including links to self-help information.
  • If you determine that you need to submit a support request to ITS, the Service will direct you to a form that captures all pertinent information ITS will need to resolve your issue. This helps to avoid multiple follow-up calls/emails to gather that information helping to resolve your issue faster.
 


By logging into the portal with your MyNaz credentials you can:

 
  • View all your ticket requests using the search feature in Services > Ticket Requests.  You can also click on "View My Tickets" from the Portal homepage.
  • Submit and view  IT Budget/Project requests by clicking on "Submit an IT Project or Budget Request" on the portal home page under Common actions.
  • Add a service as a favorite and see it in Services > My Favorites.
  • See your recently used services in Services > My Recent.
  • See any tickets awaiting your approval in Services > My Approvals.
  • Give us feedback on our Knowledge Base articles by telling us if the article was useful and commenting.


How do I submit an IT Project or Budget request?


You may submit your IT Project or Budget requests here .
For additional information about IT Project and Budget requests, please view this KB article.



I want to learn how to work with a particular technology or need some training resources.

 
The Knowledge Base (KB) is where you can read articles that include how-to guides, links to training resources, common questions, and more.   The KB is always being added to so please check back often for the latest articles.



What if I am unable to use the Self Service portal?

 
If you are unable to access the portal or have difficulty using it, you may call the Technology & Media Service desk at 585-389-2111.
You may also visit the Technology & Media Service Desk located in the lower level of the Lorette Wilmot Library.