IT Support Guide

Nick Pitre

Created May 10, 2023

IT Support Guide

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To get to the IT support page, go to itsupport.solacc.edu

To get to the IT support page, go to itsupport.solacc.edu
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Here you can find a full listing of Help Articles.

Here you can find a full listing of Help Articles.
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For employees, click "Employee Help Articles"

For employees, click "Employee Help Articles"
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Once you click a help article category, you will see a full listing of all articles.

Once you click a help article category, you will see a full listing of all articles.
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You can also search for a keyword. In this example, "teams" is searched.

You can also search for a keyword.  In this example, "teams" is searched.
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This brings up all of the employee help articles associated with Teams.

This brings up all of the employee help articles associated with Teams.
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From here, select the article that pertains to your issue.

From here, select the article that pertains to your issue.
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Scroll through the how-to guide for information about your issue.

Scroll through the how-to guide for information about your issue.
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The search function is also available on the main page, Just click the "Help" button at the bottom right.

The search function is also available on the main page, Just click the "Help" button at the bottom right.
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From here, you can search a keyword and it will bring up any articles related to that keyword. Here, "lockdown" is being searched.

From here, you can search a keyword and it will bring up any articles related to that keyword.  Here, "lockdown" is being searched.
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This brings up any lockdown browser articles that are published.

This brings up any lockdown browser articles that are published.
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If you do not find a fix for your issue in the self-help articles, please submit a ticket to the IT Support.

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Go to itsupport.solacc.edu

Go to itsupport.solacc.edu
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Click sign in at the top right

Click sign in at the top right
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Once you are signed in, click Submit a request

Once you are signed in, click Submit a request
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You will then fill out the ticket form.

You will then fill out the ticket form.
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Add a brief description of the problem you are having

Add a brief description of the problem you are having
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Specify if you are a student or an employee

Specify if you are a student or an employee
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Select your location

Select your location
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Select the category for your issue. Tickets are automatically routed based oncategory, so selecting the correct category is help in getting your ticketto the correct department or group. If you are unsure, select other.

Select the category for your issue. Tickets are automatically routed based on
category, so selecting the correct category is help in getting your ticket
to the correct department or group. If you are unsure, select other.
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Give a detailed description of the problem you are having. Also, please include room number and a phone number you can be reached at should you need to be contacted.

Give a detailed description of the problem you are having.  Also, please include room number and a phone number you can be reached at should you need to be contacted.
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Screen shots of errors/problems are very helpful. You can upload them by clicking here.

Screen shots of errors/problems are very helpful.  You can upload them by clicking here.
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Click submit

Click submit
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To check the status of your ticket, select your name at the top right and click requests.

To check the status of your ticket, select your name at the top right and click requests.
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Where it says Status, click the drop down and select Open

Where it says Status, click the drop down and select Open
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From here, you will see your open tickets. Click the ticket you need to update.

From here, you will see your open tickets.  Click the ticket you need to update.
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You will see if IT has sent a response to your ticket. They may be asking for more information or have given you an update/solution.

You will see if IT has sent a response to your ticket.  They may be asking for more information or have given you an update/solution.
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You can use the bar at the bottom to submit your responses to the IT department.

You can use the bar at the bottom to submit your responses to the IT department.
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You can see your ticket information on the right side - including the status of your ticket.

You can see your ticket information on the right side - including the status of your ticket.
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