How to log an issue using IT Self Service

By using IT Self Service, you can instantly log an issue or make a request at any time, without contacting the IT Service Desk. Follow the instructions below to learn how to log a ticket.
  1. Go to ithelp.le.ac.uk on your web browserReport an Issue
  2. Click on Report an issue
  3. Your full name and contact details will 
    automatically be entered under the Requester section. If you are logging a ticket for someone else, ensure that you enter their name instead of your own.
  4. Under the Incident Details section, use the Details tab to enter as much information as you can about the issue that you are reporting. For more information, go to how to log an accurate ticket.
  5. Below Details, add a Summary of what your issue is about.
  6. Select the Impact and Urgency that most applies to your issue and a response level will appear.

    Impact - refers to the number of service users affected by the issue.
    Urgency - refers to the level of disruption caused by the issue.
  7. If you wish to add attachments, click Save and follow instructions on how to add attachments.
  8. Finally, click on Save and Close if you have completed the ticket.

How to add attachments to a ticket

If you are receiving error messages and want to include screenshots, or need to add important information to a ticket you can add an attachment.

  1. After saving the ticket, you will see an Actions screen on the left-hand side. Click on Add Attachment.
  2. Add a title for the attachment and then browse your PC using 'Choose File' and upload what you would like to add.
  3. Click on Save.
  4. Check that you are happy with the ticket and then click on Save and Close.

How to log an accurate ticket

  • If you are reporting an issue with a specific machine, include the PC ID in the description. Discover how to find your PC ID
  • Input location details (building and room) where the issue has occurred (if this applies).
  • Include contact numbers for people involved in the issue, in case they cannot be reached by email.

What happens next?

Once you have raised a ticket through IT Self-Service, your ticket will be assigned a number, e.g. 12345. You will be sent an automated email, from ithelp-response@le.ac.uk letting you know the issue has been recorded. 
You will be sent progress emails and have the opportunity to track the
progress of your ticket, at anytime, via Self-Service 'My IT Support Requests'. You can also provide updates in Self-Service, using 'Add Notes' or via email via the 'send us an update' link in your progress emails.

If we need further information from you, we will contact you via email or telephone. 

Once your issue has been fixed, you will be notified by email to let you know that your issue has been resolved with a link to 'view the solution'.   

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