SpiderTechNet Ticket System: How to view, update, and cancel tickets in self-service

Overview

Information Services, Telecom/Media Support (TMSS / Classroom Support), and Workday Support utilize a ticket system to document and track work such as project requests, break/fix incidents, service requests, outages and more. After a ticket is created in self-service or by a technician the affected user is able to view, update, and withdraw them if needed.

Active university students, staff, and faculty are able to access self-service.

Details / Instructions

  1. Visit https://spidertechnet.richmond.edu from any web browser.
  2. Left-Click "Information Services" or "Work Support".
  3. Left-Click "My Tickets" on the right-hand side of the page.
  4. Login (if prompted) with SSO (net id + password).
  5. Left-Click the hyperlink in the "Title" column of the ticket you would like to view.
  6. Choose from the following options:
  • Withdraw Request; this immediately closes the ticket and no further action will be taken.
  • Add Attachment
  • Add Alert; If you would like to be notified by email when the ticket changes status.
  • Comment; This will add an entry into the ticket that anyone who views the ticket can see.

If you are using a computer that is accessible to others please log out of the ticket system by clicking your name in the top right corner near the search bar and left-clicking "Sign Out" when you are completed. 

Note: This does not log out of your computer or any other application, only the ticket system self-service page.

If you have any questions or need assistance checking the status of a ticket or are unable to login to the ticket system please contact help desk at 804-287-6400 or helpdesk@richmond.edu

See Also

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