How to Submit a Miscellaneous Request
To start a Miscellaneous 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 Miscellaneous Requests category, you will be some miscellaneous category requests. The items are listed alphabetically on the page, so you may have to scroll to find the specific item you are requiring. Note: You will never use the Computer Software Request in this category.
2. After finding the item you are looking for you can click on the item to start the request. This example will be requesting a Mobile Phone Reimbursement.
3. The first thing you will see is the title of the item at the top of the form, along with a small picture 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. For this request, you are required to download and fill out a document by clicking on the View Mobile Phone Reimbursement Document link. It will open up the document in the SharePoint site, where you should download and fill it out with all the necessary information.
5. Once you have it all filled out, please re-save the finished document in the following format: First Last – TG Mobile Device Policy-Reimbursement . See the image below for an example.
6. Upload the document to the form by clicking on the Attach a file option and navigate to the document you just saved.
7. After uploading the filled-out document, you can click the checkbox that confirms you did so, and press Place Request at the bottom right.
8. A pop up will come up on the right side of the screen, and this is where you can view everything that you are requesting. You can edit the requester here as well by typing into the text bar under the summary.
9. Once you are satisfied with your selections, press Confirm. You will have now submitted your request.
10. 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.
11. Select the ticket you want to view under this section.
12. You will then be taken to your ticket, where you can see all the information that you entered previously all in one place.
13. At the top left, there will be your ticket number, the title, when it was created, and if there is approval required.
14. 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.
15. 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.
16. 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.
17. The top right shows options to Reply, Mark as closed, and Add people.
18. 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.
19. 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.
20. 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.
21. Now you can check in with the status of the miscellaneous 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.