View your Tickets in the Service Portal

Tags Ticket View

Overview

You can use the Enterprise Service Management (ESM) Service Portal to view, comment on, or update any of your existing ticket requests.

Important
You will only be able see tickets where you are either the primary requestor, or have been added as a contact on to the ticket. If you are unable to see/access a ticket that you belive you should be able to please contact the ticket's requestor, or an existing contact on the ticket, and ask them to add a comment to the ticket requesting that you be added as a contact so that the person/department that is working the ticket can add you as a contact.

In this article:

How do I use this technology?

Access Tickets Requests

  1. Navigate to the ESM 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.
    Enterprise Service Management Service Portal Services button highlighted
  4. Underneath the primary navigation bar, is a sub-navigation bar, click Ticket Requests.
    Enterprise Service Management Client Portal Ticket Requests button highlighted

Browse Open Tickets

  1. A list of all tickets where you are the requestor, or have been added as a contact, will be displayed.
    Tip
    By default, only tickets that have a status class of New, In Process, or On Hold will be displayed. If you want see ticket(s) that have been closed, or cancelled select the applicable option in the Status field then click Search.
    Enterprise Service Managment Service Portal Listing of Customer Ticket Requests
  2. To view the details of a ticket, click the ticket's Title.

Search for a Ticket

You can use the filters at the top to search for tickets by ticket ID, status class (i.e. open, closed, etc.), department, service, date range, and more.

Search by Ticket ID

  1. Go to the Services > Ticket Requests page.
  2. Click the ID field and enter the desired ticket number.
  3. Click the Status Class field and in the dropdown menu select [Select all].
  4. Verify that the Include requests that I am listed as a contact on is selected.
  5. Click Search.
  6. In the table below the specified ticket will be displayed.
  7. To view the details of a ticket, click the ticket's Title.

Search by Ticket Name/Title

  1. Go to the Services > Ticket Requests page.
  2. Click the Search field and enter the ticket's name.
  3. Click the Status Class field and in the dropdown menu select [Select all].
  4. Verify that the Include requests that I am listed as a contact on is selected.
  5. Click Search.
  6. In the table below the specified ticket will be displayed.
  7. To view the details of a ticket, click the ticket's Title.

Frequently Asked Questions

Q: Why am I unable to view/access a ticket in the Service Portal?

A: You are only able to view tickets for which you are either the requestor, or listed as a contact. If you are unable view/access a ticket the most likely causes are:

  • Cause: When the page initially loads only "open" tickets are displayed by default. Any ticket that has been completed/closed, or cancelled are not displayed.
    Solution: Use the Status class drop down and choose Select all, then click Search. This will cause all tickets that you have access to to be displayed. Optionally you can narrow down the result set by searching for a specific ticket number, title, etc.
  • Cause: The ticket search filters are too restrictive preventing any matches.
    Solution: Simplify the ticket search. For example if you know the ticket number, then only enter the ticket number in the ID field, set the Status Class field to [Select all], and select Include requests that I am listed as a contact on. Leave all other fields blank. Then click Search.
  • Cause: You are not the ticket's requestor, or listed as a contact.
    Solution: Ask the ticket's requestor, or existing contact, to add a comment to the ticket requesting that you be added as a contact so that the person/department that is working the ticket can add you as a contact. After the group working the ticket has added you as a contact it should become visible to you in the Service Portal.

Need additional help or have issues

For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.

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

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