Body
Follow these instructions to familiarize yourself with how to view and update the tickets you've opened in the AskLITS portal.
Overview
Learn how to view and engage with your existing tickets in the AskLITS portal or reply via email.
Who can log into the AskLITS portal and view their tickets?
- Current MHC students, faculty, and staff
- People with active MHC affiliate accounts
- Five College students enrolled in MHC courses
- Dual-enrollment high school students enrolled MHC courses
- Simmons students participating in the SLIS West program on MHC's campus.
View your tickets in the AskLITS portal
Only available to users who can log into the AskLITS portal.
Others are welcome to create tickets via the General Support / Get Help page (or one of the other services for alums or visitors, but will only be able to interact with their tickets via email.
- Navigate to the AskLITS Portal (this website)
- In the middle of the Client Portal home page, select the View My Tickets button and log in with your MHC Account credentials
- Alternately, log into the portal via the top navigation, select Services from the main menu, and then choose Ticket Requests on the sub-menu that appears
- On this page, you can see all of your open ticket requests
- Use the filters at the top to view other groups of tickets (ex. resolved tickets)
- Select "Include requests that I'm listed as a contact on" to view tickets where you've been included but are not the requestor or creator
- From this list view, you can see:
- Ticket IDs
- Ticket titles
- Ticket statuses
- When the tickets were last modified
- and more!
- Select a ticket title to view details about that request, like:
- Information you entered on the request form
- Ticket attachments
- The knowledge article associated with the ticket
- The ticket feed comments and updates that have been made visible to you
Ticket requests that have a pre-defined workflow to manage service fulfillment (ex. Computer requests, computer accessory requests, etc) also allow users to see the workflow name, workflow stages (including the currently active stage), and currently active workflow steps.
Engage with your tickets
In the AskLITS portal (preferred)
| I want to withdraw my request |
Select the red "Withdraw Request" button near the top, provide a reason, and submit. |
| I want to add a new comment |
- Scroll down to the Feed
- Choose the big blue "Comment" button next to the feed heading
- Choose who to notify
- New comments will automatically notify the agent(s) who are responsible for the ticket.
- If you want to notify anyone else on this new comment thread, select them in the notify box. Note that only users who are already associated with the ticket will be selectable.
- If you want to add another person to be associated with the ticket, let us know in your comment and someone will add them.
- Write your message
- Save
|
| I want to reply to a previous message |
- Scroll down to the Feed
- Locate the message that you're replying to, and find the small blue "Comment" text in that message thread.
- On existing message threads, you can see who will be notified but you can't add or remove anyone. If you want to include different folks, start a new comment thread.
- Write your message
- Save
|
| I need to approve the current step in a workflow on one of my tickets |
Some workflows include approval steps or multiple choice steps that are assigned to the requestor or another user (like the requestor's manager).
To find all workflow steps that need your attention, you can navigate to Service Catalog > My Approvals, or go directly to the My Approvals page.
Alternately, from the ticket details page of a ticket that has a workflow applied, check for items underneath "Current Workflow Steps." To learn more about each step, select the step name.
If there is an action you can take on that step, you will be able to do so from the step details page.
 |
Best practices for replying via email (not preferred)
Replying via email is the only way for users who are unable to log into the AskLITS portal to engage with their existing tickets.
All users may comment on their tickets via email reply. However, when doing so, it is important to keep in mind these best practices, otherwise your message may be lost!
Your reply will notify the person who initiated the notification that you're replying to and everyone listed in the notified section of the message (except you).
| Do this... |
Because... |
| Type your response at the top of the email, NOT inline. |
Text included in any other spot in the message will be lost. |
| Do NOT CC anyone. Leave tdxreplies@mtholyoke.edu as the sole recipient of your message. |
CC'ing people in your reply will NOT add them to the ticket and they won't get any further replies to the ticket thread.
If another person should be included in future comment threads, inform the agent working your ticket and they will add them to the ticket so they can view it in the AskLITS portal and may be included in future comment threads on the ticket.
|
| Do NOT remove the TeamDynamix code at the bottom of the message. |
If the code gets removed, the ticketing system won't know which ticket to add your message to and it will get lost.
Accordingly, NEW emails directly to tdxreplies@mtholyoke.edu (which don't have a code) will also be lost.
|
|
Do NOT forward a TeamDynamix-generated notification to one of our monitored email addresses:
- asklits@mtholyke.edu
- ask-lits@mtholyoke.edu
- helpdesk@mtholyoke.edu
|
If you forward a TeamDynamix-generated notification (with the code at the bottom) to one of our monitored email addresses, it will error out and won't create a new ticket or add your comment to the existing ticket that the notification was from.
|
Need additional information or assistance?
Submit a ticket via the General Support / Get Help service page.