Submit an IT Workorder or Project Request

​​​You should submit an IT Workorder for all requests for IT assistance in your day-to day work.

 An IT Project Reque​​st mu​st be submitt​​ed if you are interested in implementing a new IT system, service, or process (including cloud services), or wish to conduct a significant upgrade of an existing IT system, service, or process.

​For help deciding whether you need to submit an IT Project Request instead of an IT Workorder, or to submit a new IT Project Request, please see Information Technology's Project Request​ page.


Submit an IT Workorder:

  1. ​Log into the Ivanti Self Service Portal.​​​

  2. Select Service Catalog.

  3. C​lick New Generic Incident or Service Request - IT

  4. Should I select Incident or Service Request?

  5. Make sure to provide a complete and in-depth Description and complete all fields, then click Save.

Click here for more detailed, printable instructions on submitting an Ivanti workorder.

Log In to the Ivanti Self Service Portal!


Have more information to add to your ticket?

Add an update to an existing ticket and even include a screenshot if need​ed.

Create a Ticket via Email

You can create a ticket by sending an email to ITHelp@support.uwsp.edu​ from a UWSP email account (please do not use a non-UWSP email account!). Include a detailed description of your problem or request. Do not include other email addresses on the To: from the ticketing (e.g., ServiceRequest@support.wisconsin.edu or it-servicedesk@support.wisconsin.edu). Those addresses are used by other parts of the ticketing system using one of them to ask for help will have unexpected results.

I want to create an IT Workorder to...​

​​​See Information below for what to include with common workorder types.​​​​​​​​​

 Report a software error or malfunctioning IT equipment

​​Select the workorder type: Incident

IMPORTANT: if you are reporting a computer that is malfunctioning or displaying an error, before submitting this workorder please reboot the computer and test to see if this resolves the issue.


Include in the work​order:

  • ​The name of the device that is malfunctioning or displaying an error. 

    All devices should display a label containing the device name.  For example, computer names are on white labels. If you cannot find a label with a device name, give the location (building & room) along with the make and model of the device.

  • Who is experiencing the problem?

  • Detailed description of the error with specifics.

  • A screenshot of the error if possible.

  • Date and time of the error. (This is used to check computer/server logs for recorded problems.)​​​​​​

 Request website updates if your department does not have someone dedicated to web work

​Select the worko​​rder type: Service Request-IT

If your department does not have a staff person who manages your website, please submit a service request with the page URL(s) and a detailed explanation of the changes being requested.

 Activate a network jack for equipment in the same room

​​Select the workorder type: Service Request-IT


​Submit this service request at least three business days in advance of when the new jack needs to be activated. For new jack installations, please allow 10 business days.

Include in your service request:

  • Building and room.

  • Current network jack being used.

  • Number on the new jack.

 Let IT know you are moving a phone, computer, or printer from one location to another

​Select the workorder type: Service Request-IT


Before you move your computer, printer, or phone, it is important to let IT know when the move will occur to ensure that the device works correctly in a new network location and phones have the correct 911 information.

Moving a device(s) for a personal office space:  

  • ​Submit this service request at least three business days in advance. ​

​Moving device(s) for multiple personal offices or an entire department: 

  • Submit this Service Request at least seven business days in advance.

​​Include in your Service Request:

  • The old Building, room number, and network jack number for each device moved.

  • The new building, room number, and new network jack number for each device used.

  • The date when this move will occur.​​

 Have approved software deployed in computer classrooms and labs

​Select the workorder type: Service Request-IT

​​See our Software Deployme​nt page for a detailed list of the information to include in your software deployment service request.​

 Send computers and other devices to surplus

​Select the workorder type: Service Request-IT


Sending computers to surplus

In your IT service request please include:

  1. Who the equipment was assigned to.

  2. Which room and building the computer(s) is stored in, 

  3. When the building is open (e.g., normal business hours, appointment only, etc).

  4. A name and phone number of who to contact to setup a date and time for pick up.​​​

  5. ​Also, let us know if any data exists on the machine that needs to be retained for departmental purposes and the folder(s) where we can find that data (see UW-System's General Records Schedule​).

Sending smaller devices to surplus

  • Small devices such as iPads may be dropped off at the IT Service Desk, or,

  • If you would like IT to pick up the devices, submit your service request using the instructions above for Sending computers to Surplus.​​​​​

 Tell IT what to do with computer equipment when an employee leaves

​Select the ​workorder type: Service Request-IT

​​Important: tell us if any data exists on the machine that needs to be retained for departmental purposes and the folder(s) where we can find that data (see UW-System's General Records Schedule).

If the computer equipment should be picked up and sent to surplus:

  • Please see: "​​Send computers and other devices to surplus" in this list.​

If the computer equipment should be reconfigured for the next person in that position, or for a different staff person / purpose:

  • Where is the computer equipment currently located and which devices need to be repurposed?

  • Who is the employee that will use the computer next, or if the computer will be used for a purpose such as a front desk or shared use station, where will it be located?

  • When should the equipment be ready?

  • Should any special applications be installed?​​​​​​

  • ​Also, let us know if any data exists on the machine that needs to be retained for departmental purposes and the folder(s) where we can find that data (see UW-System's General Records Schedule​).
    ​​

Need help?  Contact the IT Service Desk!




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