Submitting an Incident in the IT Service Portal

Audience: Clubs, Faculty, Guests, Researchers, Staff, Students and Teaching Assistants

This KB Article References: ITSM (IT Service Management)
This Information is Intended for: Clubs, Faculty, Guests, Researchers, Staff, Students, Teaching Assistants
Last Updated: August 03, 2016

To submit a incident to the ITSM follow these quick start or view more detailed directions below. 

Quick Start

  1. Log into service.stonybrook.edu with your NetID and NetID password
  2. Choose a Service Catalog item e.g., Hardware, Printing, Network Issue, Software and Web Applications (do try to find the most appropriate Service Catalog item because that helps to quickly route your issue to the correct support team)
  3. A form will open; fill out the required information
  4. Click Save and Exit near the top right to submit your ticket immediately

Detailed Directions

  1. Choose the Service Catalog Item in one of these ways
    1. From Search
      1. Search for your item in the search bar at the top right (for best results, use single-word searches like "printing" instead of "I can't print")
        search bar in the top right of the itsm with "printing" filled out
      2. Then click Request Item
    2. From Most Common Items (click the arrows on the right and left sides to see more)
    3. From the All Categories icons below the Most Common Items section
  2. A form will display. Complete the required fields (the fields with the red asterisks*) as accurately as possible, following these tips:
    1. In the Name field, type your name with the format first.last and hit Enter/Return on your keyboard. If that does not work, enter your work phone number or solar ID in the Name field and hit Enter/Return on your keyboard
    2. In the Description field, provide a short title (e.g., "I can't print" or "New Employee needs a phone"). In the Details field, provide a longer description or specifics to the issue, including the wording of any error messages.
      about section with description filled out as "I can't print" and details filled out as "nothing happens when I click print from Chrome"
    3. Some Additional Information fields are different for each Service Catalog item. Complete each as accurately as possible.
    4. For Location, click on the   eye icon to the right of Search Location without entering text in that field.
    5. On the Search Location page, you can either enter a search term or use the drop down menus to filter the list of options:
      1. If you enter a search term
        • Don't use acronyms (use Activities instead of SAC)
        • Try searching by your room number; this is especially helpful if you have a unique room number (e.g., one that starts with a letter as in N2031)
        • Off-campus users can search for "home" to find Off Campus >> Home
      2. To use the drop down menus, select Campus, Building, Floor, and Room 
    6. Once the correct location displays, click on the location from the results below
      Search location with West Campus, Student Activites Center, 3 and 303 selected in blue
    7. The selected result appears next to Location below the search field back on the main form page (the Search Location field will remain empty)
      Location showing West Campus >> STudent Activities Center (SA004) >> 3 >> 303
  3.  Click Save at the top of the screen and your ticket will route to the correct support team
      
  4. After you save, you will receive email with the current ticket information. DoIT will communicate with you to help resolve your issue or request. If you have any additional information for the ticket, reply to the email; you can even include attachments in your reply (but no inline images)
  5. OPTIONAL: To include attachments (screenshots to help DoIT understand your issue or any necessary attachments required for your request)
    1. After you save the ticket, scroll down to Attachments
    2. Click on Attachments
    3. Select Add New to upload the files or screenshots
    4. At the top, click Save & Exit  to update the ticket with the screenshots or files you uploaded. 

If you need to cancel the ticket and not save it, click on the X on the Request tab at the top of the screen.

You can now Log into service.stonybrook.edu and create your ticket.

Additional Information


Getting Help


The Division of Information Technology provides support on all of our services. If you require assistance please submit a support ticket through the IT Service Management system.

Submit A Ticket

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