How to Submit a Hardware Request
To start a new Hardware Request, you will need to access the New Requests page via the portal. Please view the solution article titled New Request Categories for more information.
1. Once you select the Hardware Requests category, you will be able to see all of the hardware we offer to be requested. Hardware is going to be any physical device that is used. The items are listed alphabetically on the page, so you may have to scroll to find the specific hardware you are requiring.
2. After finding the item you are looking for, you can click on the item to start the request. This example will go through a standard laptop request.
3. The first thing you will see is the title of the item at the top of the form, along with a small picture, the price, and a short description. If you click the Read more link, you will be able to see the specifications of the item and a more detailed description.
4. If you decide this is the option that you wish to choose, you can then start to fill out the rest of the form. Starting with the Date Needed, you can enter the date manually, or you can press the small calendar icon to get a calendar view of the days and select it that way. Note: This is going to be the replacement for the previous Computer Request Form Excel sheet.
5. The next box is regarding who the device is for. You will need to give a full first and last name, and the middle initial as well.
6. Below that where you should write how long the device will be needed, just like you would on the old Computer Request form.
7. After that, you can write in where the device will be located. This is incredibly important as we need to know where the device needs to be headed once we are done setting it up so we can deliver it.
8. You will also be required to enter the name of the director who approves the request. You can start typing the name and the email should show up as an option you can select. Note: we will have a separate section for them to approve the request as well (see solution article How to Approve Requests for more details).
9. There is an option to list and network drives or email groups that the user of the device will need access to, and if there are none, please write N/A
10. The last part of the main form is for any other specifics that you think would be important for us to know. As there might not always be more information to include, this is optional.
11. Now that you have finished with the main form, you have the option to add Additional Items that are listed below. This will make it easier to get everything that is required through one form instead of making several separate ones.
12. Before choosing the item, please click the down arrow on the right to view any additional information.
13. If you decide that you require that item, you can check the checkbox on the left to select it. Some items may require more information, such as with the Computer Software Request option.
14. This option will serve as the place where you can request any additional software that is required for the computer. After clicking the down arrow on the right, you will see the description of what all laptops come with in bold. If you need any other software, you can search our add-on options by typing what you need into the search box. You may add more than one additional piece of required software. If you find that we do not have the specific software you need, you can type it into the bottom box, and we will do our best to accommodate your request.
15. Once you have everything filled out and all the Additional Items that you want selected and filled out, you are all set to press the Place Request button in the bottom right corner.
16. A pop up will come up on the right side of the screen, and this is where you can increase the quantity of monitors that you need, as well as see the prices of everything that you added. You can edit the requester here as well by typing into the text bar under the summary.
17. Once you are satisfied with your selections, you can review the total costs for everything, and then press Confirm. You will have now submitted your request.
18. You can see your request by going to the portal home, and at the bottom of the screen, there will be a section titled Open tickets. Note: you may have to scroll to see the section.
19. Select the ticket you want to view under this section.
20. You will then be taken to your ticket, where you can see all the information that you entered previously all in one place.
21. At the top left, there will be your ticket number, the title, when it was created, and if there is approval required.
22. On the right-hand side, there is a sidebar that includes the agent working on the ticket and the various ticket fields. Until someone is assigned to the ticket, it will say No Agent.
23. The Status of the service request ticket will remain on Awaiting Approval until it is approved by a manager. After that, it will change to Open as we start working on it and will be updated once the issue is Resolved, as well as when it is Closed.
24. The next three options are the same as from a normal ticket, where you will see the Category, Urgency, and Impact that the issue has. If anything changes on these, feel free to alter them and then press the Update button so we can keep track if the issue worsens.
25. The top right shows options to Reply, Mark as closed, and Add people.
26. If you click on Reply, you will be taken down to bottom of the page where you are able to attach a file if needed, as well as write in the text box and send a message.
27. The Add people function works in the same way that CC works with email. If you click on the Add people button, this screen will pop up and you can add the email of whomever you wish to the ticket, press OK, and they will be able to follow along with it as well. Please only add people who are necessary for the ticket.
28. If you Mark as closed, this will close your ticket. You can use this function if the issue has been solved and we have not closed the ticket yet, or as a way of informing us that the problem has been fixed. If you choose to Mark as closed, you will see the option to take a Customer Satisfaction survey on the right side, as well as the updated Status of the ticket will have changed to Closed. If you wish to re-open the ticket, you can do so by replying just like you would have when the ticket was opened.
29. Now you can check in with the status of the hardware request ticket whenever you please, and you will also get email updates regarding any new information that is added.
If you encounter any issues or have any questions, please let us know by submitting a ticket via the portal or by calling the Help Desk line at (920) 498-7698.