We have implemented some changes on the IT Support portal that we would like you to know about.
We have turned off all email notifications that flow from the IT Support portal to a user. This means you will not receive any email notifications about your ticket from the IT Support Portal. We have done this because the majority of users were simply replying to the emails from the system and cluttering up our work space inside the portal, instead of responding directly inside the portal as you were shown during the training sessions. If you have created a ticket recently, please check up on the status of your ticket inside the portal.
We have disabled the ability to raise a ticket by sending an email to the IT Support portal, these requests will now simply be rejected automatically by the system.
Any request that has a "Service Request" and a "Report Incident" that is not properly filled out will be rejected. The rule is to select either one, but NOT BOTH at the same time, In other words, you cannot make a request for "Service" and "Report an Incident" in one ticket. If you select "None from this list apply" on both, your ticket will automatically be rejected by the system. If you are not sure what to select, please give us a call and we will be happy to assist you in making the correct choice.
When an issue has been resolved, we kindly ask that you close the ticket. This will help you manage your tickets better in the sense knowing which is active, pending or completed. At the same time it keeps our work space clear from clutter, knowing which tickets are clear and no longer needs our attention. While we are on this topic, if you want to provide feedback when your ticket is resolved, please do not use the reply function that is provided, as it only re-opens the ticket again, rather use the "Submit Feedback" option provided. This will be enough to provide your thanks to us in resolving your issue.
We thank you for your co-operation in this matter.