To submit an IT ticket, please follow these steps:

Step 1: Navigate to the Helpdesk Portal at https://helpdesk.ilac.com/new/.

 

Step 2: Select the appropriate category based on your issue. Choose "IT Helpdesk" for IT-related problems or "Facilities" for non-IT issues.

 

Step 3: Specify the building address.

   

 

Step 4: Select the location type. For classroom-related requests, choose "Classroom." For other requests, select "Admin Office" or "Other." If you selected "Classroom" as the location type, enter the classroom number.

  

 

Step 5: Select the type of IT request from the available options.

     

 

Step 6: Provide a brief subject and a detailed message describing your request or issue.

 

 

Step 7: If needed, you can cc an email address for additional recipients or request approval from your manager.

 

Step 8: Attach any necessary files, such as screenshots, images, or documents.

 

 

Step 9: Select the priority level based on the urgency of your request:

Low: Non-urgent tickets

Medium: Day-to-day urgency

High: Urgent resolution required

Critical: Incidents affecting business-critical applications

Maintenance: Tickets related to network, computers, printers, or projectors requiring maintenance support

 

 

Step 10: Enter your contact details, including your full name, email address, and phone number.

 

 

Step 11: After filling out all required information, complete the "I'm not a robot" verification and click the "Create Ticket" button. You'll receive an auto-reply confirmation message once your ticket is submitted successfully.