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: October 17, 2017

To submit an 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
  3. Fill out the form that opens and then click Submit
  4. Click My Open DoIT Tickets to view status

Detailed Directions

  1. Log into service.stonybrook.edu with your NetID and NetID password
  2. Choose the most appropriate Service Catalog item one of these ways:
    1. Click on an item from Most Requested Services--e.g., Computer and Device Support, Network/Wifi
      Cherwell most requested services with computer and device support, network/wifi, telephony, teaching & learning tools, accounts & passwords, security incident
    2. OR click Browse Entire Catalog, search for the appropriate item, then click on the most appropriate option
      searching service catalog for GOogle Drive
    3. (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 and then click Submit
    incident details in cherwell web portal filled in for Google drive help
    1. For Location, enter a search term (for example, a room number or building name) and then hit tab tab on your keyboard; the location search will open or if there is only one matching result, it will populate
  4. The ticket is created and routed to team responsible for the service type your submitted
  5. Click My Open DoIT Tickets to view ticket status

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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Customer Engagement and Support