SysAid Self-Service Portal

There are two ways to access the Portal:

1 – Through a Service Desk E-Mail notification.

• Select the ticket number (#123456).
• In the window that opens, enter your UMB email address into the address field.
• Click Login.

2 – Go to https://umd.sysaidit.com/.

• In the window that opens, enter your UMB email address into the address field.
• Click Login.

The navigation bar provides options to search for items and submit an incident or request. 

The Service Catalog provides access to systems/support pages for common topics such at Quantum One, UMID, Duo, etc.  In addition, a new incident or request can be submitted.

Any previous tickets you’ve submitted will appear here.  You can view statuses, notes, updates and solutions for incidents/requests you’ve submitted.  You also have the ability to add additional notes for the IT staff, and you can even close your own ticket if you are able to resolve it on your own. 

The My Tickets tab displays open tickets that have been submitted and closed tickets can be viewed under the Recently Closed tab. 

Viewing a Ticket

• The Description box displays the information the Help Desk Technician entered.
• Messages/ Notes/ Attachments tabs allows the customer to view these items as they are added.
• Customers have the ability to add a new note using the button to the upper right hand corner of the screen or from the Notes tab.
• Customers can close a ticket using the button to the upper right hand corner of the screen if they resolve the issue themselves. 

Add a Note

Once Add Note is selected, the following window will appear.  Enter the information as necessary and click Submit note. Once added, the Help Desk technician will be notified and will be able to view the note. 

Add/View an Attachment

The Attachments tab allows the customer to add an attachment (any documentation relevant to the issue) and view attachments added by the technician (often instructions, support documentation).  

• The Select Attachments area is where attachments can be added.
• Files already attached will appear below.  Once selected, the file will be downloaded to the customers computer where it can be opened. 

An incident is a problem that you need help solving and a request is for something that you need IT to do for you, but isn’t a problem.  Both submissions are submitted and processed the same way.  To submit a new incident/ request, click on the Submit an Incident or Submit a Request button.  The form for both is the same. 

• Title and Description are required.

The following fields are optional: 

• CC - additional users can be added to the incident.
• Main Asset - if you have assets associated with your account, if it's listed in the dropdown field, you may select it if applicable to your request.
• Category - if listed, the application the issue is in reference to can be selected.
• Attachments - allows you to add any pertinent attachments - screen shots of the issue, etc. 

Once the appropriate information is entered, click Submit.