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ITS Request System

The ITS Request System gives faculty, staff and students the option of entering requests online. To view the system, go to https://itsrequest.uncw.edu.

FAQs

1. Can I still contact the Technology Assistance Center (TAC) if I have a problem?
   
   
   • Yes. You may still call, visit or email the TAC if you have an issue / problem / request. This system is simply an alternate way of entering a request, and it gathers data which may eliminate the need for callbacks from the TAC or ongoing emails with TAC staff.
2. What's new with this system?
   
   
   • The user-friendly system has drop-down menus and prompts which help you fill out everything you need for your requests, and it uses the information entered to expedite your ticket to the appropriate technical resource.
   • The system gathers important data which may eliminate the need for callbacks or ongoing emails.
   • A new feature provides a user-friendly way to enter “access requests” (for access to a system, such as the Sammy file server, SharePoint, etc.) and get the requests approved via an automated process.
   • You may log in and easily view the status of your tickets.
3. How do I enter an incident or service request?
   
   
   • Go to https://itsrequest.uncw.edu
     • Choose Incident Form, if something is broken (ex: printer not working, email issues). There is a drop-down menu to help you choose.
     • Choose General Service Request to request something new or a change to something already in existence (ex: new SharePoint site, install a new monitor). There is a drop-down menu to help you choose.
     • Choose Access Request for access to a system (ex: Sammy or Timmy file server, SharePoint).
   • Follow the user-friendly prompts!
4. How will I know the system received my request?
   
   
   • You will receive an email from ITSrequest@uncw.edu with complete details about your request. After the ticket has been resolved, you will also receive an email asking if your incident has been resolved to your satisfaction.
5. I have some tickets in the old system (Remedy) waiting for resolution. Where will they go?
   
   
   • Your current/active tickets will be imported into the new ITS Request system. You will receive emails from ITSrequest@uncw.edu alerting you of this fact and telling you how to access your incidents/service requests in the new system.
6. What about my projects/project requests? Will they be in this system?
   
   
   • No, your projects will remain in the Remedy project request system, and project requests will continue to be entered in Remedy.

Questions? Contact the TAC at 962-4357 or tac@uncw.edu.