Create a Service Request

Service requests are a more visual way to place your ticket request. For every ticket type, we have separated out the service requests into our service catalog and created the individual service items for you to choose from.

To submit a new service request, click on the link Request New Service.

NOTE: Tickets may be avoided if the issue can be found in the FAQ section under Solutions (or Browse Solutions on the front page). Popular solutions are shown on the front page of our most popular help sheets. Check here for commonly solved issues that have been turned into help sheets.
Once you go to what is known as our service catalog, you are able to view different service categories based on your user type on the left-hand side of the screen. From here, you can narrow down your IT request into either support or request category. Pictures are there to help view what the type of request could be.
Example IT Support

Example IT Requests
Select the IT service request you are trying to place a ticket for. Enter in the specified details that pop up for that ticket type.

Click ‘Place Request’ and your request has been submitted.
Once entered into the system, the appropriate support team will be notified. You will be contacted for any additional information that may be needed. If you would like to view the status of your ticket, select the 'Your Tickets' on the home page or 'Tickets' at the top bar to view the status of your ticket request.
Home page:

Top menu bar:

Types of Service Requests:

Facilities - all requests related to the installation or maintenance of campus facilities
- AC/Heating - Request for Maintenance Services: AC/Heating
- Awnings - Request for Maintenance Services: Awnings
- Built-in Partition - Request for Maintenance Services: Built-in Partition
- Cabinet - Request for Maintenance Services: Cabinet
- Ceiling Tiles - Request for Maintenance Services: Ceiling Tiles
- Chair - Request for Maintenance Services: Chair
- Corkboard - Request for Maintenance Services: Corkboard
- Countertop - Request for Maintenance Services: Countertop
- Desk - Request for Maintenance Services: Desk
- Dispenser - Request for Maintenance Services: Dispenser
- Electric Outlets - Request for Maintenance Services: Electric Outlets
- Exterior Door - Request for Maintenance Services: Exterior Door
- Fence - Request for Maintenance Services: Fence
- Flooring - Request for Maintenance Services: Flooring
- Garden Item - Request for Maintenance Services: Garden Item
- Gutters - Request for Maintenance Services: Gutters
- Interior Door - Request for Maintenance Services: Interior Door
- Keys/Locks - Request for Maintenance Services: Keys/Locks
- Lights - Request for Maintenance Services: Lights
- Locker - Request for Maintenance Services: Locker
- Maintenance Request - Request for Maintenance Services
- Mat - Request for Maintenance Services: Mat
- Microwave - Request for Maintenance Services: Microwave
- Move Items - Request for Maintenance Services: Move Items
- Mulch - Request for Maintenance Services: Mulch
- Other Items - Request for Maintenance Services: other items not listed in the request section
- Paint - Request for Maintenance Services: Paint
- Platform - Request for Maintenance Services: Platform
- Playground Equipment - Request for Maintenance Services: Playground Equipment
- Refrigerator - Request for Maintenance Services: Refrigerator
- Restroom Item - Request for Maintenance Services: Restroom Item
- Roof - Request for Maintenance Services: Roof
- Sink - Request for Maintenance Services: Sink
- Swing Set - Request for Maintenance Services: Swing Set
- Toilet - Request for Maintenance Services: Toilet
- TV Mount - Request for Maintenance Services: TV Mount
- Wall - Request for Maintenance Services: Wall
- Whiteboards - Request for Maintenance Services: Whiteboards
- Windows - Request for Maintenance Services: Windows
Facilities Student Items - all requests directly related to student safety in the classroom
- Gait Belt - Request for Maintenance Services: Gait Belt
- Helmet - Request for Maintenance Services: Helmet
- Other Student Item - Request for Maintenance Services: other student item not listed
- Padded Chair - Request for Maintenance Services: Padded Chair
- Padded Desk Top - Request for Maintenance Services: Padded Desk Top
- Padded Window Sill - Request for Maintenance Services: Padded Window Sill
- Partitions - Request for Maintenance Services: Partitions
- Platform - Request for Maintenance Services: Platform
- Student Desk - Request for Maintenance Services: Student Desk
- Student Mat - Request for Maintenance Services: Mat
- Wheelchair - Request for Maintenance Services: Wheelchair
IT Support - all requests related to IT Support
- Broken Computer Keyboard - The computer keyboard is not working as it should. The keys are not functioning and letters are not showing when clicked.
- Broken Computer Power Cord - The computer battery is not charging when plugged into the charger. Other charging cables charge the computer and the computer's charging cable does not charge other computers. Most likely a broken cord.
- Broken Computer Touchpad/Mouse - The computer touchpad or mouse is not working as it should. The pointer is not moving where it should be placed. Cannot click on any links or applications to move forward.
- Broken USB Port - The computer USB port is not working as it should. The USB's that are plugged in are not shown and cannot be displayed on the computer. The devices are not being recognized when working on another computer.
- Cannot Save Files in VDI - The VDI is not allowing the user to save their files to a folder or server location in the VDI. This usually requires a permission change/evaluation.
- Computer Batter does not charge - The computer battery is not charging when plugged into the charger. Other charging cables do not charge the computer and the computer's charging cables charge other computers. Most likely a dead battery that needs to be replaced.
- Computer Clock reset - Reset the internal clock on the computer, Admin password required, to be able to access basic computer functions and web pages.
- Computer Does not Start - The computer is not starting up/powering on. A black or blue screen is appearing before final computer failure.
- Computer dropped: Repair/Replacement - The computer was dropped and requires a replacement or repair. If a student was the cause, and SIR attachment is required.
- Computer Ethernet is not connecting - The computer Ethernet is not connecting when others are connected. Cable is plugged in completely to both computer and wall jack. Other users have tried the cable and wall jack and are able to connect.
- Computer Software Corrupted - Fix all corrupted software installed on the computer. Remove all viruses and issue programs.
- Computer Software Install - Install designated software onto the computer. Software that can be used for all staff will be added to the VDI. Any software needing to be added to the local computer will be reviewed and installed on a case by case basis.
- Computer Software Update - Update installed software on the computer requiring an Admin password.
- Computer WiFi is not Connecting - The computer WiFi is not connecting when others are connected. Password and network name have been checked, but the WiFi will not work.
- HR Timeclock Issues - The time clock is connected to the WiFi in but is not functioning as it should. There is no display page for clock in/out, the WiFi connection is weak/gone, etc.
- Other Computer Support - The computer is having issues that require servicing and/or repair. This can include a damaged hard drive, internal fan is loud/noisy, damaged computer screen/monitor, etc.
- Phone Issues - The phone is plugged in but is not functioning as it should. There is no dial tone, the display is blank, etc.
- Printer Connection Issues - The computer is not showing printers or printers appear as offline.
- Printer Issues - The printer(s) are connected to the computer but are not functioning as they should, there is a paper jam (but does not appear to be one), there are noises coming from the printer that were not there before, etc.
- Projector Issues - The projector is not functioning as it should from either not turning on, the lamp says it needs to be replaced, the projector is damaged, etc.
- Sharp Smartboard Issues - The Sharp Smartboard is not functioning as it should from either not turning on, a damaged screen, something in the TV itself is damaged, the TV needs to be leveled on the stand, the computer shuttle needs updates, etc.
- Tablet Issues - The tablet (iPad or Kindle Fire) is not functioning as it should from either not turning on, not charging, a damaged screen, the tablet is damaged overall, etc.
- VDI Server Connection Issue - The VDI is not allowing the user to connect to the server. The server name is entered and correct, but will not log in.
- VDI User Issues - The VDI has issues for the user when it will not allow printers to load in, the VDI screen is black once logged on, there is no internet connection, websites are blocked, etc.
IT Requests - all requests related to a request for accounts, account updates, or IT equipment
- Account Creation - Request to create an IT account: email, VDI, or both.
- Account Update: Email Distribution List - Request to update the email distribution list(s) staff are on.
- Account Update: Name Change - Request to change account name. Will change the account display name for all APTS related accounts excluding the account username.
- Account Update: VDI Permissions - Request to update Virtual Desktop Integration (VDI) permissions for staff change
- Cellphone - Request for staff to be assigned a cellphone for APTS use.
- Charger Cable - Request for a replacement or additional charger cable(s) for laptop, iPad, or Kindle Fire.
- Computer - Request for a new computer (laptop or desktop depending on the user) will provide basic software on the local computer and access to the Virtual Desktop Integration (VDI) for specified staff. Desktop requests can typically be seen for new student classroom computers, but are provided to designated staff. Laptop requests are typically for all other staff.
  - Can create a bundle with Account Creation
- Disable Account Access - Request to disable account access
- Ethernet Connection - Request for an active ethernet connection in classroom or office area.
- Forgot Password - This will alert the Admin to send your current password on file. This will not reset the password if it is not needed.
- Keyboard - Request for a new or additional keyboard. The keyboard may or may not be wireless
- Login Issues - This will alert the Admin to reset your current password on file or re-enable your online access.
- Monitor - Request for a monitor.
- Mouse - Request for a new mouse. The mouse may or may not be wireless
- Password Reset - This will alert the Admin to give you a new password with which to access the system. Password resets will change the password for all related accounts APTS provided to the staff (e-mail, VDI, etc.).
- Phone - Request for a phone to be added, moved, or replaced.
- Printer - Request for a printer to be placed in office/classroom.
  NOTE: shared offices and classrooms will be provided with ONE printer to be used for all.
- Projector - Request for a projector. Placement can be for classroom or conference room. Carts can be provided along with a screen if needed.
- Tablet - Request for a replacement or additional iPad or Kindle Fire.
  STUDENT USE ONLY