How to View Your Tickets

KB Sections:

Viewing Active Tickets

To view your tickets, head to the GBIT Service Desk homepage (www.uwgb.edu/servicedesk) and select "view tickets". Or, head to the service catalog (www.uwgb.edu/itservices) and select "Ticket Requests". (Direct link to ticket requests page: Ticket Requests)

From here, you'll see all of your active tickets by default.

Viewing Active Tickets

Interacting with Tickets

Click on a ticket name in the ticket requests page. This will take you to the main page of the specified ticket. In this page, you will be able to see many different things:

Breakdown:

  1. Service Request (Ticket) ID
  2. Current status of your ticket (Ex. New, On Hold, Resolved, etc)
  3. Ticket Actions (Withdraw Request (if not resolved or closed), Add Attachment, and Add Alert)
  4. Details of the ticket
  5. Current Workflow Status of Ticket (If applicable)
  6. Ticket Feed
  7. Read By Info

Interacting with Tickets

Commenting on Tickets

To comment on a ticket, open the ticket in the ticket requests page.

Click on "Comment".

Commenting on Tickets

This will open a text box that allows you to update the ticket.

  1. You can select a group to notify. The groups available will be determined by which department the ticket is currently assigned to.
  2. Type your message and click "Save" when done.

Adding a Comment

Responding to Comments

If a technician responds to your comment or responds to your ticket request, you can comment directly back to them. To do so, click "comment" on the bottom of your or their original comment.

Responding to Comments

Type your follow-up message. Hit "Save" when done.

Saving Your Response

Viewing Workflow Steps

Some service requests will be assigned workflows that will notify you of the status of your ticket. To view information on a specific workflow step/task, click on the task. It will open a new page that provides more specific info on the task.

Viewing Workflow Steps

Withdrawing a Request

If your service request is no longer needed, you can withdraw your request.

Withdrawing a Request 

After clicking "Withdraw Request", please choose the option that best suits you under "Why are you withdrawing the request?". Type comments if desired and hit "Withdraw". Your ticket has now been withdrawn.

Withdrawing Your Ticket

Seeing Past Tickets

To view all of your tickets on the ticket requests page, select "Status Class". Then, select "[Select all]". Next, click "Search" and all of your tickets will show.

Viewing Past Tickets

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