How to Use the IT Service Portal

This article introduces the IT Service Portal, your "go to" place for finding technology answers and requesting IT services.

Audience

This article is intended for students, faculty and staff.

IT Service Portal

1. Access the IT Service Portal via https://help.ithaca.edu/TDClient/Home/ in a web browser (bookmark the page!)
2. Sign in (top right of page) for full access to features
3. Browse and search without signing in

The IT Service Portal homepage provides access to:

• Your tickets submitted to IT
• System Alerts about planned or unplanned system downtime
• Contact information for key IT areas
• Search and browse tools
  • Click the  globe button in the search box to search the Service Catalog or Knowledge Base or All content types. Enter a search query and click the  search button. Entering a # symbol in front of your search word(s) may produce more relevant results.

Service Catalog

The Service Catalog is a list of services provided by Information Technology that you can request or get access to.

1. Click Services at the top of the portal to access the Service Catalog. There are several ways to find services:
   • Click the Search link in the menu bar to search for a specific service
   • Click the Services A-Z link in the menu bar to browse a list of all services
   • Browse the various categories and services within them on the main page
   • Click Popular Services, New Services or Popular Tags in the right sidebar
2. Within each service is a description and a large button to request or access the service
3. Click Add to Favorites to add the service as a favorite.
   • Click My Favorites at the top of the portal to access your favorite services.

Tickets Requests

To view a list of tickets submitted by you or on your behalf:

1. Click the My Submitted Tickets link on the Home page OR Click Services at the top of the portal to access the Service Catalog and then Click Ticket Requests in the menu bar
2. Your tickets with a status of New, In Process or On Hold will be listed; click a title to open the ticket
3. To include Completed and Cancelled tickets, click New, In Process or On Hold next to Status Class and check [Select all]
4. When viewing a ticket:
   • Click  Withdraw the Request to withdraw the ticket (if it isn't already completed or cancelled)
   • Click  Add an Attachment to attach a file to the ticket.
   • Click  Add an Alert to be alerted when the ticket is completed, due, in process, overdue or when all tasks are complete.
   • Click  Comment to add a comment to the ticket.
     • When adding a comment through the portal, be sure to click the people () icon above the comment field. This will notify everyone involved with the ticket that you have made a comment!

Knowledge Base

The Knowledge Base is a list of help articles on many of the services and systems that Information Technology supports.

1. Click Knowledge Base at the top of the portal to access the Knowledge Base. There are several ways to search for articles:

• Click the Search link in the menu bar to search for a specific topic
• Browse the various categories and articles within them on the main page
• Click Popular Articles, Recent Articles or Popular Tags in the right sidebar
  • Click the  globe button in the top right of the Client Portal and select Knowledge Base. Enter a search query and click the  search button.