This article provides guidance on how to submit, view, and edit HROE service requests (tickets) using the HROE Service Portal. It explains the process of submitting a ticket through the Service Catalog, and how users will receive email notifications about the status of their tickets. It also details how to view tickets by logging into the portal, and the various actions users can take to edit their service requests (tickets), such as adding alerts, comments, attachments, or withdrawing the request.
You can use the Service Catalog to submit a ticket to request service or get help. See How to Use the Service Catalog to Request Service for more information.
You will receive an email from hrtickets@tamu.edu when you submit a service request (ticket) and when your ticket's status is updated or resolved. You can communicate with Human Resources & Organizational Effectiveness by replying to the email or going to the HROE Service Portal and adding a comment in the ticket.
You can view your tickets on the Ticket Request page in the HROE Service Portal. Access the Ticket Request page by clicking the “Log In For Progress” button on the HROE Service Portal homepage. You may be asked to sign in with your NetID and password.
*If you are already signed in, you can also click “Services” in the maroon navigation bar and then click “Ticket Requests” in the gray menu bar.
Tickets with a status of New, In Process or On Hold will be displayed; click on the ticket title to open the ticket. To include Completed and Canceled tickets, click on the Status Class drop down menu and check “Select all.”
There are several actions you can take when viewing a ticket:
- Click Add an Alert to be alerted when the ticket is resolved, due, in process, overdue or when all tasks are complete.
- Click Comment to add a comment to the ticket. *When adding a comment through the portal, be sure to click the people icon above the comment field. This will notify everyone involved with the ticket that you have made a comment!
- Click Add an Attachment to attach a file to the ticket.
- Click Withdraw the Request to withdraw the ticket if you no longer need assistance and the ticket is not already completed.