How to Search IT Up - Document Version
Search IT Up is your gateway to IT services at Trent University. This self-service hub is designed to help you find answers and solutions to IT questions quickly and easily. The self-service hub is designed to provide the following functionality to you:
- Search answers – The search functionality is designed to help you find answers to IT questions and queries without the need to open a ticket.
- Ticket tracking – Track the status and see the comments associated with tickets you have submitted.
- Browse services – Ultimately designed to replace the articles on the IT website, you can use the self-service hub to browse the services and tools available from the IT department at Trent University.
How to access Search IT Up (the self-service hub)
Search IT Up is accessible through your myTrent login and is available for students, staff, faculty, alumni, and retirees/emeritus.
To access Search IT Up:
- Login to myTrent
- Click the services option from the top menu bar.
- Scroll to IT services, select self-service hub.
Searching for answers
After logging into the self-service hub, click on the search bar and enter a search term to locate a knowledge item. Knowledge items are answers to IT questions and are used by our technical support team to answer questions submitted via tickets. That means you have access to the same database of answers as the IT service desk.
Enter your search term and click the search button (or press enter on your keyboard)
When you enter a search term, the results will be drawn from several sources including the IT knowledgebase, and previous tickets you’ve submitted. Click on a knowledge item to view potential solutions to your query.
Checking the status of your tickets
You can check the status and see updates on tickets you’ve submitted to the IT team in the self-service hub. From the main menu select "My Tickets"
Click a ticket to review your original request. You can also see comments made by the IT team members working on your ticket, view the status of your ticket, close your ticket (if your issue has been resolved) or share the ticket with others who may be affected.
News and outage information
IT news and important information, as well as service outages, will be displayed on the self-service hub. Check out the links along the left side of the page to review news items. In the event of a service disruption, a new item will appear above news indicating a major incident. Click any major incident to say, “I’m affected” and get a notification when the disruption has been resolved.
Browsing for services and information
The links on the front page of the self-service hub are service categories for the various types of services that the IT department offers members of the Trent community. Click on any of the categories to view the services enclosed. Clicking on a service will show you knowledge items associated with the service and allow you to submit forms for common requests.
- Professor Emeriti
- Computing & Printing