Using the updated Langara AskIT portal

Welcome to the new Langara AskIT portal. Here are some answers to questions you might have about how to find information and make use of our services.

Services

It's all about services now! Previously, you would fill out a generic form asking for help, now you choose the appropriate service instead. This lets your request go directly to the right people with all the needed information, insuring faster service for you and a better experience overall.

Check out our Services for the following:

  • To request a service (e.g. "I need a new mouse.")
  • To report a problem (e.g. "I am not getting any email")

Services may also be referred to as the Service Catalog--they are the same thing.

Knowledge Base

If you're looking for basic information, solutions to common issues or guides, check our Knowledge Base

How do I submit a ticket?

Log into the Portal

Find the appropriate Service category (not sure where it might be? Do a search, which is always available in the top-right corner) and choose what you need help with.

If you can't find a service, you can always submit your request using the form in the General Technical Support service.

TIP: Your request will get handled faster if you choose the appropriate service!

Can I still add other people to a ticket?

Yes! When submitting a new ticket through the portal:

  • Look for Additional Contacts under the Requestor Information section and add anyone you want by including their email address
  • This only works for adding people with an @langara.ca or @mylangara.ca email address
  • Anyone added will receive notifications on the ticket

CAUTION: You cannot add people if submitting a ticket via email (email submission is available only until September 30, 2021).

How do I view my tickets?

You can always view all of your tickets by clicking the View Your Tickets button on the left of the Portal Home page.

How do I attach files to a ticket?

There are a few different ways, depending on the way you submit the ticket and the status of the ticket:

  • For a new ticket in the AskIT portal, use the Attachment option at the bottom of the form to browse to and attach files
  • When viewing your existing ticket in the AskIT portal, click the Add Attachment button at the top or the + symbol in the Attachments section on the right
  • If replying to a ticket by email, use the Attach or Attach File option in Outlook--don't include the attachment in the body of the email as it will get stripped out

What is a Requestor (and other new terms)?

You! Our new system uses some different terminology. Here are a few that you may not be familiar with.

  • Requestor: The person who submits a request (ticket) for a service or issue (previously known as user)
  • Services: Where you go to get help, whether it's requesting something new or getting something fixed

What if I am having trouble logging in to the Portal?

If you cannot log in to the AskIT Portal then you can get help by:

Details

Article ID: 1528
Created
Fri 7/16/21 11:19 AM
Modified
Wed 8/18/21 8:29 AM
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