WiscIT - Using the Self-Service Portal to contact the Help Desk, submit a Service Request, add notes to an incident, and review your Items

The Self-Service Portal provides a way to create a help desk incident or request various services (help, network requests like data jack installations and activations, etc.) from DoIT.

Launch Self Service Portal  

Logging in to the Self Service Portal

  1. Go to the WiscIT Self Service Portal.

  2. If you were not previously signed in, you will be prompted to enter your NetID and password to complete the login.

  3. You will be brought to the homepage, where you can select to Contact the Help Desk or Submit a Service Request or view existing incidents and requests.

Access via MyUW

  1. Go to the MyUW Portal and login with your NetID and password.

  2. Open the My DoIT Help Desk Cases app. If you do not see the app on your homepage, search MyUW for "My DoIT Help Desk Cases". If desired, use the "Add to Home" button on the search results page for easier access in the future.

Contact the Help Desk or Submit a Service Request

  1. If you have a request related to a DoIT Service, you can start by browsing available service requests:The WiscIT Self Service Portal shows multiple boxes including one that is outlined in red with the title Browse Service Requests

  2. On the next screen you can use the search bar to search for the relevant service or service request:

    All the way to the right of the pciture there is a box that is outlined with the text Search Services...


  3. Once you have found a relevant service request, please fill out the information requested and click "Request Now" at the bottom of the form 

  4. If you can't find a relevant service request form or are contacting DoIT regarding a service issue, you can instead click "Contact the DoIT Help Desk" tile:The image shows a self service portal with multiple tiles. The top left one is outlined in red and has the title Contact the DoIT Help Desk
  5. Fill out the Summary: a quick summary of your request or issue and the Description: Any relevant details or troubleshooting steps you have already tried and click "Submit" 

  6. Note: The "Departmental Tech Support" tile is a group of service requests that are only offered to contract partners - departments who pay for IT and workstation support from DoIT Departmental Support. More information on that service is available on it.wisc.edu

     

Reviewing Past/Current Incidents and Requests

  1. In the self-service portal, select "My Items":

    The image shows a self-service portal with multiple tiles. The top right most tile is outlined and has the title My Items

  2. Double-click on the tile of the item you would like to open to see more details

Adding Notes to your Incidents

You can also update an incident which you previously created, if the ticket is still open. To do so:

  1. With the incident open, navigate to the notes section and type in the information you would like to add. When you are done click "Add Note"Screenshot of highlighted box titled Notes, with a button below saying Add Note.


Keywords:
WiscIT neurons ivanti cherwell HOL Help On-line Online self-service self service portal My UW-Madison MUM services review view cases incidents tickets search previous closed calls datajack data jack DNS IP activation code install request services registration number doit help desk 
Doc ID:
11828
Owned by:
Will C. in DoIT Help Desk
Created:
2009-07-29
Updated:
2026-07-29
Sites:
DoIT Help Desk, DoIT Staff, WiscIT - Wisconsin IT Service Manager