How to Create and Submit an Incident in the SSP
You can submit a new incident request through the Self-Service Portal by using the Request Help link. Some fields–such as Requester and Created are automatically filled out when the form opens. Certain fields, marked with red asterisks, are required before the incident can be submitted or saved as a draft.
NOTE: You must click Submit to enter the incident in ChangeGear. If you save your request, no action by your IT department will be taken as the request has not been officially entered into ChangeGear.
To submit an incident:
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On the home page, click on the Submit a Ticket button.
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Type in a description of your problem in Summary.
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Select an Incident Type from the dropdown. Based on your answer, ChangeGear assigns the Urgency and Priority. You can change these if you wish.
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Select the Urgency of the request using the drop-down list (e.g. emergency, high, medium, or low).
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Enter a Due Date for the incident to be resolved.
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Click Submit to create a new ticket with the description and urgency entered. You will receive an e-mail notification to confirm that your request was received.
To add more details to an incident:
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Click on the Active link under the Help Requests section of the Self-Service Portal home page. This brings you to the incident module and displays your active incidents.
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Select the desired incident in the grid and click the Edit button in the toolbar.
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If you are requesting an incident on behalf of another user, select that user from the Requester drop-down menu. The Requester E-mail is automatically populated.
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Enter a Phone number that IT can use to contact you if they need more information.
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Select your Organization from the dropdown list.
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Attach any supporting documents, such as screen shots or error logs.
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Click Save.
If you view your request later, the Workflow Status bar indicates what stage your request has entered, (e.g., New, In-Progress, Pending Close, Closed).