End-User Portal

Submit a Request

 

This page allows you to submit requests to your IT staff. A request is when you need help from the IT department that isn't related to a component failure or error, such as when you request permission to access a server. A request is a type of service record.

 

By submitting a request, you tell your IT department what you're asking them for, and you create a record of the request that they can refer to if they have any questions. Submitting a request is the best way to ensure that your IT department gives you the service you need in a timely fashion and gives you results that you're satisfied with.

 

 Submitting a request

 

Submitting a request -- Required fields

 

When you submit a request, it's recommended to give your IT department as much information as possible about the help you need. The fields on the submit request form are designed to help you provide that information.

 

When you submit a new request, fill out the following mandatory fields:

 

Category
By selecting the category of the request, the IT staff can automatically route your request to the correct administrator. For example, if you need your password reset, your service record can be automatically routed to the administrator who is responsible for resetting passwords. This speeds up response time, and will help you get your password reset as quickly as possible.
Title
When an IT administrator looks at his or her list of service records (including requests), the title of each service record gives the administrator a summary of that SR. Therefore, by giving your request a concise and descriptive title, you can immediately help your administrator to better understand what the request is, and to more quickly determine a solution.

As you are typing the title of your request, a list of suggestions from the FAQ may appear. These suggestions are intended to help you find an FAQ article that addresses your issue and that may allow you to fulfill your request on your own. If you see an article that looks like it could help you fulfill your request, click on it to view the full article. Fulfilling your own request is the fastest way to get the service you need!

 After entering a title for your service record, the FAQ will offer you
 relevant articles designed to help you fulfill your request on your own

Description
This is where you give your IT department a full description of the request. Be as descriptive as possible, but try to include only relevant information. The better a description you give, the more easily your IT department will be able to help you out.
Urgency
This tells your IT staff how quickly you need your request fulfilled. Please keep in mind that if you mark every service record as Urgent, your IT staff will start to ignore the urgency you select.

 

Submitting a request -- Optional fields

 

Template
Your IT department may have created templates for you to use when requesting common services from IT. Scan through the list of templates, and if you find an appropriate template for your request, select it.
 
Attachments
There may be times when you need to send a file to your IT department along with your request. To do so, click the Add button next to the Attachments heading. A popup screen appears where you can choose which attachments to add.

 Add attachments to a service record


Click Choose File to browse your computer for the relevant attachment. You can select up to three attachments at once. Once you've selected all of the relevant attachments, click Attach Files to upload your attachments. Please be patient as the files are uploaded, especially if you have attached large files. The Attachments screen will close on its own once all files are successfully uploaded.
Main Asset
An asset is any physical IT device. The Main Asset list is configured by your IT department, and shows you a list of assets that you can submit requests for. Choose the relevant asset from the list. For example, if you need software installed on your computer, choose your computer from this list (if it appears). When you access the End-User Portal by pushing the F11 hotkey, SysAid automatically selects your computer as the asset.
Other fields
Your IT department has the ability to customize the Submit request form. If they have done so, there may be fields that appear on the form that are not discussed in this help file. If this is the case, please refer to your IT department for an explanation of these fields and what to use them for.

 

Service record confirmation

 

When you have filled out all relevant fields on the Submit request form, click the Submit button to submit your request. A confirmation page appears with your service record number.

 

 Service record confirmation page

 

Please be patient as your IT department takes the time to review your request and reply to you. If you'd like, you can check the status of any service records you've submitted. To do so, return to the End-User Portal home page using the Home icon and then click on View Your Service History.