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Submitting an Incident

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An incident is an unplanned interruption to or reduction in the quality of an IT service. All incidents in Service Desk are assigned a ticket number, which begins with the number 1. Upon login to Service Desk as an end user, you can submit an incident ticket by selecting one of the quick links or by navigating through the Navigation Bar on the left-hand side of the page.

 

 

When you've selected your incident category, the following screen will generate. The fields listed in light yellow are required fields and must be completed to save the incident.  Depending on the category selected, the required fields will vary:

 

 

 

 

Incident Information
This section is where you input the specific ticket information and assign to the correct Category:

 

  • Incident Description
    Type in the details of the incident here.

  • Category
    By default, the category will be pre-filled depending on what item you selected from the navigation bar on Self Service view. If you wish to change the category, click on the category drop-down list to assign a specific category to the incident (NOTE: utilize the tick marks next to the “Category” items listed to narrow down your category type).  

    • Example, clicking the tick mark next to Departmental Support expands the category tree to allow for further specification:

 

  • Asset type and item
    Certain categories require an asset type and item to be selected. This field will only be utilized when these categories are selected (will display instructions to use).

    • Example: When you select the Category “Device or Hardware Problem - Computer,” the following instructions appear in the Special Instructions field listed below:

 


This notifies you that you need to further categorize your incident by selecting the proper category from the asset item field:

 

 

Special Instructions (if applicable)
This field displays any special instructions that may be required when a specific category is selected for an incident. This field will only display if the category has special instructions affiliated with it.
 

 

Additional Information
This section is where you input additional information to further specialize this incident:

  • I am - this field allows you to set your affiliation.
  • Contact Phone - this field allows you to input your best contact number to be reached at.
  • Contact Email - this field allows you to enter your best contact email address (NOTE: if you are experiencing an email problem with your VCU email account, we suggest entering an alternate email address here to reach you at).

 

Other VCU Information (if applicable)
This field allows you to input your asset tag and/or serial number for your computer or device. NOTE: some forms will require this, others will not.

 

Incident Report Information
T
his field allows you to input your location on campus, and to set the urgency on the incident. NOTE: some forms will require these fields, others will not:



 

Saving Your Incident

When all fields are filled out with the correct information, you have three options to save or cancel your incident.



  • Save and close - saves your incident, and closes out the incident entirely, bringing you back to the home screen.

  • Save - saves your incident, and opens up the incident details so that you can update the incident further (if the incident requires supplemental information you will choose this option).

  • Cancel - cancels the incident from creation, bringing you back to the home screen.

     

Questions or Comments?

For all questions, comments, or requests regarding the Service Desk system, please contact the VCU IT Support Center at (804) 828-2227 for assistance.