ITS Tech Tips - July 2023 – ITS Service Portal

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When members of the CSU Channel Islands community need support with technology, they can rely on the Information Technology Services (ITS) Department to get the help that they need. We strongly encourage communication from end users so that we may best fulfil their needs.

Requesting Help from ITS

There are multiple ways to get ITS assistance. Firstly, users may visit the Solution Center Service Desk in Broome Library 1350 during business hours Monday through Friday for in-person assistance. The Solution Center may also be reached by phone at 805-437-8552 during business hours. Finally, tickets may be submitted using the ITS Service Portal to request assistance with technological needs.

Accessing the ITS Service Portal

The ITS Client Portal can be accessed by students, staff, and faculty by clicking the ITS Solution Center tile in myCI. The ITS Service Portal may also be accessed by guests or CSUCI users using the direct short link at If users do not have access to a laptop or desktop computer, the ITS Client Portal may also be accessed using mobile browsers on tablets or smartphones.

ITS Solution Center tile in myCI

Once the Service Portal has been accessed, users may browse the Knowledge Base by clicking the “Find Answers” button, access the Service Catalog by clicking the “Request Service” button, or view tickets that they have already submitted by clicking the “View Your Tickets” button. Let us briefly explore each of these links and the functions thereof that can be used to request IT assistance that you need.

Browsing the Knowledge Base

Browsing to ITS Knowledge Base

The Knowledge Base is where users can learn more about the services ITS offers and find solutions for commonly occurring technical issues. The Knowledge Base contains a library of articles that are categorized to assist with navigation. For instance, information regarding Webmail can be found under the Email, Calendars, and File Sharing category. Information about using VoIP phones and voicemail on campus phones can be found under the Telephone & Voicemail category. We encourage you to browse the Knowledge Base for general information about the services that you may need to help you carry out your daily operations.

Submitting ITS Requests

When further help is needed, you may submit ITS tickets using the ITS Service Catalog. Like the Knowledge Base, services and service offerings are categorized. For example, a user requesting assistance with connecting their devices to campus Wi-Fi would find the service that they are looking for under the Network and Connectivity category. For assistance with installing software, a ticket would be submitted under the Hardware, Software, Printing and Digital Signage Category, specifically under the Software subcategory.

Requestors may also use the search bar at the top of any page in the ITS Service Portal to easily search for articles or services related to their query. To narrow your search by category, use the “Search” link to run an advanced search.

Searching the ITS Service Portal

Finding Your Tickets

If you have already submitted an ITS ticket and want to obtain or provide an update, select “View Your Tickets” to access the Ticket Requests page. On this page, you will find a list of tickets that you have submitted (or those created on your behalf by the Solution Center). Using the Status filter, you may focus your search on tickets that are actively being worked on by ITS or refer back to closed tickets.