User guide
This guide describes the main steps and features of the helpdesk ticket system.
Process overview
- Submit a new ticket (login required)
- Check ticket status (no login required)
- Add a comment (via link from email)
How to submit a ticket
To submit a new ticket, you must be signed in with your university email (LDAP or local account).
- From the homepage, click "Submit ticket".
- Log in if you are not already signed in.
- Fill in title, description, category, and priority.
- Verify your contact details (name, email, phone, room, position).
- Optionally attach up to 5 files (max 10 MB each) and click "Submit ticket".
Form fields
- Title – brief description of the issue
- Description – detailed description: when the issue appeared, what steps you have taken
- Category – type of issue (hardware, software, network, etc.)
- Priority – low, medium, high, or urgent
- Attachments – up to 5 files, max 10 MB each. Allowed: jpg, png, pdf, doc, docx, xls, xlsx, txt, zip, rar
When signing in with university email (AD/LDAP), phone, room, and position may be filled automatically.
How to check status
You can check ticket status without logging in.
- From the homepage, select "Check ticket status" or go to that page directly.
- Enter the ticket number or paste the full link from your confirmation email.
The number has the format: digits-hex (e.g. 1710585600-3FA9C7E1). You find it in the email after submission.
Checking status does not require login. To add a comment, however, you must open the ticket via the link from the email.
Adding a comment
If you want to add information or reply to your ticket, use the tracking link from the confirmation email.
Only the link from the email lets you add comments. If you open the ticket with just the number, you will see status and replies only.
Ticket statuses
- Open – ticket registered, waiting for processing
- In progress – staff has taken the ticket and is working on it
Frequently asked questions
Where do I find the ticket number?
After submission you receive a confirmation email. It contains the number (e.g. 1710585600-3FA9C7E1) and a tracking link.
Do I receive email notifications?
Yes. You get a confirmation email on submission. When staff replies or takes the ticket, you also receive an email.
What files can I attach?
Up to 5 files, max 10 MB each. Allowed formats: jpg, png, gif, pdf, doc, docx, xls, xlsx, txt, zip, rar.