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Overview
Use the UIS Self-Service Portal to submit, view, and manage your University Information Services (UIS) tickets.
This article explains how to:
Submit a Ticket
Submitting through the service offering that most closely matches your need helps UIS collect the appropriate information and route your ticket to the correct team.
- Go to the UIS Self-Service Portal and sign in with your CU credentials.
- Find the service you need by searching the portal or browsing the UIS Service Catalog. For search tips, see Searching the UIS Service Catalog and Knowledge Base.
- Open the service page and review its description and available service offerings.
- Select the service offering that most closely matches your need.
- Complete the request form. Some forms are customized for the service offering and may require additional information.
- Add relevant screenshots or files, if needed.
- Select Submit.
Some service offerings may direct you to another website or provide different instructions instead of opening a TeamDynamix request form. Follow the directions displayed on that page.
The request form will identify the information required for that service. Some service offerings use custom forms to collect additional details needed by the supporting team. Provide as much relevant information as possible, including:
- A clear description of what you need or are trying to accomplish
- The application, system, service, page, or process involved
- The UIS team you are trying to reach, if known
- Who the request is for and any departments, locations, projects, or other groups involved
- When you need the request completed, including any important deadlines
- Related ticket numbers, transaction numbers, examples, screenshots, or files
- For an issue, what happened, what you expected, the exact text of any error message, when the issue began, who is affected, how work is being impacted, and any troubleshooting already attempted
The more complete the request, the better equipped UIS will be to understand, route, and begin working on it.
If other people need visibility into the request, add them in the Additional Contact(s) field. You can only select people who are available in the search field. Contacts added must sign in to the portal with their CU credentials to view the ticket.
Select Notify Contact(s) if the additional contacts should receive an email notification when the ticket is submitted. Adding someone as a contact gives them access to the ticket but does not automatically notify them of the submission unless this option is selected.
After You Submit
After you submit the form, the Request Created Successfully page displays the request ID and provides options to:
- Create another request of the same type
- Open the request you just created
- View your Ticket Requests page
TeamDynamix also sends a confirmation email that the request has been created. The ticket is routed based on the service offering and information provided.
The UIS team working on the ticket may contact you for additional information. You can respond through the ticket in the portal or reply directly to an email associated with the ticket. When replying by email, do not change the subject line or remove the TDXNotify email address from the recipients.
View Your Tickets
The Ticket Requests page allows you to find and review tickets available to your account.
- Select View My Requests on the UIS landing page. You can also open Ticket Requests directly or select Services, then Ticket Requests.
- Use the available search and filter options to find the ticket.
- Select the ticket title or ID to open it.
The default results include active tickets you submitted and tickets where you are listed as a contact. Clear Include requests that I am listed as a contact on if you only want to see requests you submitted.
Search and Filter Ticket Requests
By default, the Ticket Requests page displays active tickets with a status class of New, In Process, or On Hold.
Use one or more of the available fields to narrow the ticket list:
- Search: Enter a ticket ID, keywords from the ticket title, or text that appears inside the ticket, such as part of the subject or description
- ID: Limit the results to a specific ticket number
- Status Class: Add Completed, Cancelled, or both to include previously closed tickets
- Created Date or Due Date: Limit results to a date range
- Service(s) or Service Offering(s): Limit results to tickets associated with selected services or offerings
After changing any search criteria, select Search to refresh the results.
Select To Excel to export the current list of tickets returned by your search and filters, if desired.
View Tickets Submitted by Your Department
The department in your TeamDynamix user record is pulled from the department information available in HCM. To include tickets submitted by other people in your department:
- Open the Ticket Requests page.
- Ensure Include requests from my accounts / departments is enabled.
- Select Search to refresh the results.
This option displays tickets submitted by others in your department that you are permitted to view. It does not provide visibility into every UIS ticket.
Review and Add Information to a Ticket
Open a ticket to review its status, details, attachments, and activity. The Feed shows all customer-visible activity recorded on the ticket.
Use the Comment button in the Feed section to provide additional information or respond to the team working on the ticket.
- Select Comment at the top of the Feed.
- Enter your comment in the response field.
- If needed, use the Notify field to alert other people associated with the ticket. Available recipients are limited to responsible resources, the requestor, and contacts listed on the ticket.
- Select Save.
Your comment automatically notifies the responsible resource for the ticket. The Notified line beneath a comment shows who received that communication.
To reply to an existing comment, select Comment beneath it. Replies notify the same people who were notified on the original comment.
You can also reply directly to an email associated with the ticket. When replying by email, do not change the subject line or remove the TDXNotify email address from the recipients.
Add an Attachment
Attachments are added separately from comments. To upload a screenshot, document, or other file:
- Select Add Attachment near the top of the ticket.
- Follow the displayed instructions to upload the file.
You can also select the + or drag and drop files in the Attachments section. After uploading a file, consider adding a comment explaining what it contains and why it is relevant.
Withdraw a Request
If you no longer need the requested assistance, open the ticket and select Withdraw Request when that option is available. When prompted, select the reason that best applies, add optional comments when they will help explain the withdrawal, then select Withdraw.
Only withdraw a request when the work is no longer needed. If you need to correct or add information, add a comment to the ticket instead.
