Welcome! Please review the following information pertaining to accessing and using the OITConnect Portal.

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1 General Information The OITConnect Portal provides a single online resource for University Faculty and Staff to conveniently submit new IT related service requests, update requests, or view request history. The OITConnect Portal delivers the following: Catalog of OIT Services Via a web browser, Portal users have online access to create IT service requests based on a provided listing of OIT services explaining the service and support they will receive. Help Articles Portal users can search and open help articles pertaining to our OIT services. My Requests Portal users can view and update their own Service and Trouble requests. My Activities Currently not available planned use is 4 th quarter Once released, this feature will introduce an online review and approval IT request process. The OITConnect Portal provides greater self-service to our Portal users empowering them to maintain control and follow the progress of their requests. It provides quicker service for our Portal users by offering them an alternative to calling or ing their IT service requests. Getting Started using the Portal Welcome! Please review the following information pertaining to accessing and using the OITConnect Portal. ACCESSING THE OITCONNECT PORTAL: Ensure you are connected to the UTSA network or connect through the VPN. Browse to the OITConnect webpage: Click on Portal. You will be taken to the OITConnect Portal Main Menu. You may be prompted to re-enter your myutsa ID credentials. 1 P a g e

2 Navigating the Portal Self-Service Portal UPON ACCESSING THE OITCONNECT PORTAL: You should see the Home screen with a display of Service Requests and Trouble Assistance services offered. By default, this will be the first screen that is displayed to the User. As you submit either a Service Request or a Trouble Assistance ticket, you will be taken through a couple of screens to submit the request. To help with distinguishing between submitting a Service Request ticket or a Trouble Assistance ticket, here is a brief breakdown between the two: Service Requests this is a request for new service or a change to an existing service. o Example: Requesting access or permissions to an application that you did not have before, or a request for software installation. o Example: Requesting a new computer be imaged / configured for use on UTSA s network. Trouble Assistance this is a request for assistance reporting that a service you use is not working, or reporting a network / application service outage. o Example: My computer or software application is not working properly. o Example: I cannot send or receive . Below is an example of the Home screen detailing: 1) Feature links; 2) Service Request (for new services or changes to services); 3) Trouble Assistance requests (for break/fix reported issue); and 4) option for creating a generic request. 2 P a g e

3 Creating a Portal Service Request HOW TO SUBMIT AN OITCONNECT PORTAL REQUEST: 1. Click on a Category of Service: You see this on the Home screen. Using Software as an example. 2. Select from Available requests on Software : Choose one of the specific request offerings. 3. The next screen will be a placeholder for displaying additional reference information on the selected request offering. To submit your request, click on Go to request form. 3. You are directed to the request form for entering in the ticket information. Fields in Red are required. You have a grey scroll bar for navigation as well as a progress indicator showing the current progress status for submitting your request. 4. Once all requested/required information is entered and confirmed by the User, click Submit. 3 P a g e

4 5. A confirmation screen displays the ticket number for the submitted request. Viewing Your Service Requests ACCESSING THE MY REQUESTS FEATURE: In My Requests, the User sees a listing of tickets that were submitted by the User. The selected ticket is viewed on the right side of screen displaying the contents of the ticket. Users can perform the following actions: View action notes that are made public by the technician Update the ticket themselves with additional details/notes as well as attach a file Below is an example of the My Requests screen detailing tickets submitted for the Customer. 4 P a g e

5 To change the sorting view of tickets between Status and Type, click on the drop-down window by Requests and select one of the two options. Additional Reference Information TROUBLE ACCESSING THE OITCONNECT PORTAL? Should you encounter any technical difficulty accessing the OITConnect Portal, please contact OITConnect through one of our other communications channels: By Phone: Dial or extension 5555 to speak to an OITConnect Telephone Analyst. By Send your request to OITConnect is staffed by OIT Support Services. Hours of Operation are: Fall & Spring Semester Monday Thursday 7 am to 7 pm Friday 7 am to 5 pm Saturday Sunday Closed Summer Semester Monday Friday 7 am to 5 pm Saturday Sunday Closed After-Hours Support Sunday Saturday *Note: After-Hours Support is available for critical/emergency UTSA enterprise wide technical issues. 5 P a g e