How to create an IT service request ticket

This article provide a basic Step-By-Step of how user can log on to the Client Portal and create an IT Service Request ticket.

Purpose: This guide explains how staff can enter an IT Service Request

Audience: This guide is for staff members needing to know how to submit an IT Service Request on the Client Portal

Estimated time to complete: 5-10 minutes

You have to be Langley School District employee to submit IT Service Request

You’ll need to use use your office 365 account to sign into the Client Portal

Please review the Knowledge Base once you are signed in to find available self-help articles for immediate support.

Step 1: Access Client Portal

• Access password portal: https://help.sd35.bc.ca and click the Sign in link on the top right

  
 

• Sign in with your office 365 account like following:

 

 
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Step 2: Choose the appropriate Services for help

• Click on "Services" link on the menu bar

 

• Read the description of the Categories for information relating to the included services, choose one that you see appropriate for your need. For example

• Review the Services within the Category, and select one that is appropriate for your need. For example:

 

• Review the Service or Service offering description to continue to fine-tune the area you need help:
• Details on the left pane outline the type of help IT can provide, if this is something you can use, how you would receive the help, and occasionally you may see the associate constraints such as approval requirement or costs.
• On the right pane, there are direct links to start putting a service/service offering request. 
• If you explore lower section of the page, you may find associated Knowledge Base articles that may be helpful for you for immediate support. Should the KB article is sufficient, it would save you a lot of time waiting for responses from the IT Help Desk. 

 

 

Step 3: Click on one of the "green" button with the right arrow symbol on the right pane to start an IT Service Request

To reduce back and forth communications, please provide as much information as possible. We'll need to know the following:

• Your location/Room
• The subject of your help request
• The detail of you help request. For this IT help desk system you can copy/paste images straight to the "Description" field
• Attachment: You may attach any files that you are unable to include in the "Description" field
• Contact and Availability: Please provide your contact/availability so our technicians can make appointment with you for support. This is mandatory.

Click "Submit" when you feel you have included all the information

• You will be informed on screen that your service request has been submitted. You may now can review it for any updates.

 

Step 4: Review or update your IT Service Request

• Click on "Ticket Requests", "My Recent", "View the request you just created", "View your ticket requests" as options to look over the current or previous IT Service request you have in your file.

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• Click on the "Title" of the IT Service Request to view its details, status, add comments or read any correspondents from the IT technicians.
  • On the top pane, you can use to
    • "Withdraw Request" if it's no longer needed
    • "Add attachment" if you need to provide additional non-text information
    • "Add Alert" if you want to make sure you know about changes of ticket status.

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• You can add "Comment" if you need to provide additional communication/feedback. Click "Save" when you are done with your comment

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  You can view the Feed (communication stream) between you and the technicians.

• Contact information for further help.
  • IT Support Email: IT-Help@sd35.bc.ca
  • IT Support Phone: 778-726-4777 (8:00 am - 4:00 pm weekdays, excluding statutory holidays)

• You will also receive email notification of all the ticket creation, updates, and statuses. By replying to the Ticket email, you can directly and quickly provide your feedback to the IT Technician if required.

• Ensure you know your Office 365 log-in information
• Log in into the Client Portal at https://help.sd35.bc.ca
• Review the Knowledge Base first to find any self-help article
• Choose "Services" to find the help you need
• Review and choose the appropriate Service Categories
• Review and choose the appropriate Services/Service Offerings
• Fill out the required request forms, provide as much information as possible and submit when done
• Review the ticket details on the portal and provide any additional feedback if needed
• Contact IT support if you encounter any issues.

If you have any questions or run into any problems, don't hesitate to request help by reaching out to the IT Help Desk line (778-726-4777) or Email us at IT-Help@sd35.bc.ca