Objective
Did you know you can do more than just submit tickets within Atlas? You can also view and interact with all your tickets, check their status, and even communicate back and forth with the people working on them. No emails required! This article is a guide on how to interact with tickets in Atlas once you have submitted them.
See All Your Tickets
Atlas keeps track of all the tickets you create. If you need to access one of your tickets, whether it is currently open or already closed, you can find it by clicking the Services link in the gray navigation bar at the top of the page and then clicking Ticket Requests.
If you haven't already, you will need to sign into Atlas in order to see this option. You can do so by clicking the Sign In link at the top-right of the page, to the right of the search bar.
On a mobile device, you can sign in and access these navigation links by clicking the Menu icon next to the words “Atlas Portal” at the top of the page.
Your Ticket Requests list will show you all your tickets. From here you can see the Ticket ID, the Status, and various other fields. Click on a Ticket’s title to open the ticket.
Interacting With Tickets
If you open a ticket from your Ticket Requests list, you will see a more detailed overview of the information on the ticket. Underneath the Ticket Title, you will see the Ticket ID and two buttons: one to Withdraw the ticket and another to Add a New Attachment. To the right of the Ticket Title is the Ticket Status.
You can see the Ticket Requestor and attachments along the right side (or at the bottom on a mobile device).
You cannot edit a ticket’s details once you submit it. If you need to add or modify information on the ticket, send us a comment using the instructions in the next section.
Communicating With Us
One of the best parts of Atlas is the ability to communicate directly with the team working on your ticket. This is accomplished through the ticket’s Feed, which you can find below the ticket’s description.
When you first create a ticket, the Feed will be empty. Tickets created through Atlas are automatically assigned to the correct internal team. As with email, these tickets arrive in a queue and may not be noticed immediately. If you need urgent assistance, consider calling the relevant department instead.
Viewing Comments
When the team working on your ticket has an update for you, they will leave a comment on the ticket. You will get an email notification to your UTD email letting you know a comment has been added. If you open your ticket in Atlas, you will see this message below:
Replying to a Comment
To reply to a comment, click the orange Comment button below the comment you want to reply to. The person you are replying to will receive an email notification, as will any other individuals they chose to notify on their comment.
If you receive an email notification that a comment has been left on a ticket, you can also reply to the comment by replying to that email.
Sending Your Comment
To send your comment on your ticket, for example, to ask for a status update or send additional information, click the green Comment button at the top of the feed. Two fields will appear: one to select Who to Notify and one to enter your Comment. To ensure everyone gets notified, click the Blue People icon on the right side of the notify box. That will populate the notify box with all the users associated with the ticket as well as the team working on it.
You can also send a comment by replying to the email notification you received when your ticket was created.
Video Training
Below is a recording of a live training OIT conducted on utilizing the Atlas service catalog and knowledge base. Click here to watch how to manage your Atlas tickets.