How to Submit an IT Service Request

Table of contents

1. How do I submit an IT service ticket?
2. How do I know when an email is from the IT Services site?
3. How do I add attachments to my ticket?
4. What happens after I submit a request?

How do I submit an IT service request (ticket)?

Every service offered by IT has a description and related services. Most (but not all) services have a Submit IT Ticket button so you can complete the ticket form for your request. (For those services which do not have the submit button, read the service page carefully for instructions.) 

After reviewing the information about the service and any relevant Knowledge Base articles, you can submit the IT Service Request. Here are the steps:

• Step 1: Navigate the Service Catalog or use the search feature (upper right) to find the service that describes your issue. Review the service description to ensure it is the service you want.

• Step 2: Drill down in the services by selecting a category.

• Step 3: On the service page, click on the blue Submit IT Ticket button on the top right of the page to request the service.

• Step 4: Sign in with your CSUMB login credentials (if auto login does not occur).
• Step 5: Once signed in, you will be directed to a web form. The form will differ depending on the service selected.

Service Ticket Form Tips:

• Fields with a red asterisk are required fields and must be filled out.
• In the Subject/Title field, add a short description of your request. The description should be short but descriptive, such as an email subject line.
• If you are unsure what to put in a field, click on the question mark beside the field’s name to view a description.

• Step 6: When you are finished completing the form, click the green Request button at the bottom of the form. You will get an email confirmation of your request. This will include your ticket number. It’s a handy way for the Help Desk to look up your ticket if you call them with questions.

Notes: 

• You may see related Knowledge Base articles for the service on the right side of the service page. These links will take you to articles in our Knowledge Base that provide additional information related to the service selected in steps 1-3.
  
  
   
• While most services require an active CSUMB login, there are some services available to parents, guests and other non-CSUMB users. If the service is open to the public, you will be asked to provide additional contact information.
• Some services will take you to a form outside of the IT self-service site. 

How do I know when an email is from the IT Services site?

Emails from the IT Services site will be sent from the name of the technician working on your ticket followed by "notify@teamdynamix.com" or "notify@teamdynamixapp.com." These are both valid email accounts for this system.

Note: A footer is included at the end of a notification message to indicate the message is from CSUMB. When replying to an email, this footer ensures that the message updates the original ticket.

How do I add attachments to my ticket?

Some ticket forms contain an Attachment field, where one or more files can be included with the ticket.

To attach multiple files using this field:

• Step 1: Click on the Browse button.
• Step 2: Browse to the folder containing all the required files.

• Step 3: Using the multi-select feature of your file browser, select all the required files  then click the Open button. (In Windows, the CTRL key is used to select more than one file and for MacOS the Command Key is used to select multiple files)
   

You can add attachments after your ticket is submitted by following these steps:

• Step 1: Find and open your ticket. (See: How do I find my ticket?)
• Step 2: Click the green Add Attachment button at the top.

• Step 3: Choose from your computer or from Google Drive.

• Step 4: Select file or files to be uploaded.
• Step 5: Click Upload.

Note: You will see your attachment(s) on the right side of the service ticket:

What happens after I submit a request?

Your request becomes a service ticket. You will receive an email with a summary of your ticket including your ticket number.

The ticket will be routed to the appropriate group, who will review your request and either take the required steps to fulfill the request or contact you for more information.

You can view the progress of your ticket on the TeamDynamix homepage. You must be logged into the IT Services site to view your submitted tickets. For more information, read Track IT Tickets (Client).

If you have any questions about the status of your ticket you can also call the Technology Support Help Desk at 831-582-4357. (For more information, see We Are Here to Help).