Submit a Ticket in the Service Portal

Overview

There are a number of ways to submit a ticket in the Enterprise Service Management (ESM) Service Portal. When you request services through the Service Catalog, your request is automatically routed to the relevant team so we can get right to work.

How do I use this technology?

  1. Navigate to the Service Portal at https://service.alaska.edu/TDClient
  2. When prompted login with your UA Identity.
  3. At the top of the page, click Services.
  4. Navigate to the service you are interested in requesting.
  5. Click on the service name to open the page.
  6. On the right side of the service page are a series of buttons, click the button for the desired service.
    • If a service is not requestable, there will not be a button listed.
  7. Fill out the form, providing as much detail as possible.
    • Note that required fields have an asterisk (*) next to them.
  8. Optionally, add one, or more, attachments (e.g. screenshots, documents, spreadsheets, etc.) to a ticket.
     
    Important
    When adding attachments at the time of ticket creation, a maximum of 50 MB can be uploaded at one time. This means a single 50 MB file, or several files whose total files size adds up to 50 MB. If there is a need to attach several large files whose total exceeds the 50 MB upload limit, you can attach additional files after the ticket as been created.
     
    1. Find the Attachment section (note some forms may have slightly different labels for the field).
    2. Click Browse...
    3. In the operation systems' finder/explorer window navigate to the location of the desired file(s).
    4. Select the desired file. You can select multiple files at the same time via one of the following:
      • macOS:
        • Continuous (i.e. all the files in a row): click the first file, then hold down the shift key and click the last file.
        • Discontinuous (i.e. the files are not adjacent to one another): click the first file, then hold down the command key and proceed to click each additional file.
      • Windows:
        • Continuous (i.e. all the files in a row): click the first file, then hold down the shift key and click the last file.
        • Discontinuous (i.e. the files are not adjacent to one another): click the first file, then hold down the control key and proceed to click each additional file.
      Tip
      If the files are located in different folders on your computer, you need to either a) move them all into a single folder so you upload them at the same time, or b) upload some of the files as part of creating the ticket, and then attach the remaining files after the ticket has been created.
    5. Once the files have been selected, click Upload.
      • If only one file was selected, you'll see the name of the file (e.g. "MyFile.docx") adjacent to the Browse... button.
      • If multiple files were selected, you'll see X files selected adjacent to the Browse... button. Where X represents the number of files that are to be uploaded.
  9. At the bottom of the form, click Submit.

Upon submitting your request, you will have the option to view your existing request or submit another one.

 

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

Details

Article ID: 818
Created
Tue 4/5/22 10:24 AM
Modified
Fri 1/27/23 11:50 AM