This document will go over how to submit a ticket/request into IT along with viewing your current or past tickets and approving tickets.
Table Of Contents:
Open a Ticket or Request
To view my Tickets
Viewing IT outage dashboard
To approve or reject tickets
Open a Ticket or Request
1. Please go to “Evergreen IT Ticket Portal” or locate on your desktop the “Evergreen IT Ticket Portal” Icon and it should take you to the ticket portal
2. When you get to the portal, you will see the options on the left side and right side of the window.
a. Left Side of the portal
i. Report an Issue – Use this option to submit if you have a break/fix issue.
ii. Request a Service – Use this option to submit a ticket for requesting a new hire, access, hardware, or general request.
iii. View my tickets – Use this option to view the tickets you’ve submitted.
iv. View my approval – Use this option to view any requests that may be pending your approval or to view past approvals.
b. Right side of the portal
i. IT Outages – This option will show you any current and past IT outages related to applications being down.
ii. Update from IT – Any updates that IT would like to let you know will be coming soon such as scheduled downtimes and upgrades to a application.
3. Once you have made you selection on what best suits your needs, simply fill out the form accordingly and click on “Submit” to send the ticket or request to IT.
To view my tickets
1. To view the ticket or request just recently submitted or any of your past tickets or requests by simply clicking on the “View My Tickets”.
2. There you can see your current tickets or requests and see the status, details of the ticket, add comments along with even cancelling the ticket.
Viewing IT outage dashboard
1. Click on “IT outage” button to view current or past outages on the client portal.
2. Once there you will see two sections, “Current Outages” and “Past Outages”. This will show you what systems are impacted, when the anticipated resolution time, and the outage status.
To approve or reject tickets
1. For approvals or rejections you will receive an email(see below) on who is requesting what and what they are requesting. You can also view your pending approvals from the “View My Approvals” button located on the “Evergreen IT Ticket Portal”.
2. If you click the “View My Approvals” button, the page will show you any pending approvals, and past approvals or rejections. You can view past approvals by clicking on the “Status” drop down and selecting one of the following then click on the “Search” button.
3. If you are coming from the email being sent to you. You will want to click on the “Approval Workflow Step” and that will redirect you to the “Evergreen IT Ticket Portal”.
4. Once there, you will see the “Current Workflow Step” from there you will have the option to approve or reject the request.
5. To view what the request is asking simply click on the “Service Request” and that will redirect you to their request and give all the information that is noted in the ticket.
6. When you click on the “Service Request” you will then see all the ticket details.
7. Once you are done with reviewing the ticket details, you can now go back to the “Current Workflow Step” and approve or reject the request.
8. If you approve, you will have the option to add a comment with the approval and a task will get generated to IT to start work on the ticket.
9. If you reject, you will have the option to add a comment with the rejection. The requestor will receive an email stating that the ticket has been rejected along with your comment.
If you are still having issues, please feel free to reach out to your Evergreen Service Desk at (615)576-1538