Send ITS a Ticket

Owned by Justin Fleming, created
Last updated: Oct 09, 2023
2 min read

In order to best contact ITS for technical assistance with either a problem or a request, you should send us a work ticket via the Atlassian Jira ticketing system.

The benefits of sending a ticket instead of calling or emailing ITS are numerous, including (but not limited to):

  • You reach all ITS team members, in case one or more individual team members is either out of the office or presently unable to assist

  • ITS can document our work, so that we can better assist you and other community members in the future

  • ITS team members can track their time

Note: the first method requires logging into your NCSSM account, whereas the second and third options can be used from any email account.

Please use the following instructions to send ITS a ticket: 

Ticket option 1: Employee Portal or Blackbaud SIS

  1. Access:

    1. The Employee Portal at Employee Portal | North Carolina School of Science and Mathematics

    2. Blackbaud SIS using these instructions: Signing into Blackbaud SIS

  2. From the bookmarks list, select ITS Helpdesk

  3. From the portal, select the category of your request. You may also use the search field at the top of the page to search for articles from the ITS Wiki and, in the event you do not find a relevant article, you can choose to submit a new request from there as well

  4. Fill out the form, making sure to fill out of the required details and provide a detailed description of your problem or request under the Description field. Also be sure to include your email address

Ticket option 2: Direct

  1. Navigate directly to ithelp.ncssm.edu

  2. Select the category of your request. You may also use the search field at the top of the page to search for articles from the ITS Wiki and, in the event you do not find a relevant article, you can choose to submit a new request

  3. Fill out the form, making sure to fill out of the required details and provide a detailed description of your problem or request under the Description field. Also be sure to include your email address

Ticket option 3: Email

  1. From your email account (either NCSSM or non-NCSSM), send an email containing a detailed description of your problem or request to ithelp@ncssm.edu

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