How to submit a ticket on the IT Support Portal

Submitting a ticket on the IT Support Portal is the best way to ensure that your request is seen and responded to in a timely fashion.

Video guides

Logging in

To ensure that you're seeing the most relevant information for you, check if you see a "Login" link or button at the top right of the page you're currently viewing. If yes, click Login to proceed through the Microsoft sign in screen. If you're already using your web browser for a different New England Law | Boston application, such as your mail or Canvas, then you may not have to enter your password again.

Appearance of the Login link on the Support Portal home page

Appearance of the Login button on pages such as the knowledgebase and service catalog

Submitting a ticket

On the IT Support Portal, you'll see a few different options for creating a ticket.

Report an issue

Tip: Even if you can't login to your nesl.edu account at the moment, you can still submit a ticket using the "Report an issue" button on the Support Portal home page.

Open the new ticket form: Click "Report an issue" on the portal home page or from the "+ New" menu when you're logged in.
Enter your email address in the Requester field.
- If you haven't submitted a ticket before, you may also be prompted to enter your name.
- If you're currently unable to access your nesl.edu email account, please also include an alternate contact method (such as a personal email address or phone number).
For Subject, enter a summary of what you need help with.
- The Support Portal will suggest guides that may be relevant after you enter a subject.
Under "Incident Type" will be a dropdown menu. Choose an option from the dropdown.
- If an additional dropdown for Item appears under the Incident Type dropdown, choose an option from the Item dropdown as well.
In the Descriptionbox, please enter additional details to help our staff assist you. Suggestions include:
- More information about what help you need.
- Any steps you've tried already.
- The text or a screenshot of any error messages you're encountering.
- Details about the device you've tried on (ie, mobile device or computer, iOS or Android, Mac or Windows, etc.)
If prompted, please check the box to confirm you're not a robot.
Click Submit.

Request a service

Tip: The option to Request a Service or view the Service Catalog will only be visible when you're logged in.

Open the Service Catalog: Click "Request a service" on the portal home page or from the "+ New" menu when you're logged in.
Choose the service that best matches the assistance that you need.
- Services are routine or expected requests for information or support. The service items listed for you in the Service catalog represent the most common requests we've seen so far.
- If the service you need is not already listed here, please choose the best match, or use the Report an incident form and let us know you couldn't find a match.
- We continue to add new service items based on ticket patterns and support needs for our community.
Different service items request different information in order to submit a ticket. Fill in the required and optional fields to the best of your abilities.
- The information we request will help us to meet your needs in a timely fashion.
Click Place Request.

Example: The form to request access to your Microsoft 365 account from outside the US is pictured below. Submitting the information in this request will allow our staff to ensure your continued access your email and OneDrive files while traveling internationally.

This example form includes three required fields: destination, start and end dates. An optional field for additional comments is also included.

After submitting a ticket

On the backend, the Support Portal will use the details you provided when submitting your ticket to automatically assign your ticket to the staff who can best assist you.

Updates and replies from our IT staff will be visible both in the Support Portal and through email. Email updates to your tickets will come from a generic "New England Law | Boston" account, but should contain a signature or name in the text of the reply identifying which staff member is replying.

You can provide updates or reply to IT staff questions by:

Replying to the email from the ticketing system.
Logging into the IT Support Portal and viewing your tickets.