91��

HRSC Support Portal FAQ

��

��

Support Portal Functionality

How do I make a new ticket request?

You can send an email directly to HRSC@colorado.edu
You can “Create a New Case” in the HRSC Support Portal

How do I add an attachment after the ticket is in progress?

You can respond to an automated case creation email with an attachment in Outlook
Using the HRSC Support Portal:
- Open the case needing the attachment
- Select “Files”
- Use the “Upload File to Case” button to add the attachment to the case

My coordinator has updated an attachment on one of my tickets. How can I view it?

In the HRSC Support Portal, open the case and select the “Files” tab
- From here, you should be able to view selected attachments related to your case

How can I tell the progress made on my request?

View the ticket status in “My Cases”
View the ticket status in “My Pending HRSC Cases” to get additional information on why a ticket may be in a pending status
View additional notes or attachments in progress added by the Coordinator

Can I see all the tickets for my department/org?

You will only be able to view cases on which you are the Requestor or if you are granted Portal Access to a case

Support Portal Communication

Can I see my Email communications on the ticket in my Support Portal?

Yes, you should be able to see any pertinent email communication or notes in the “Case Notes” section of individual cases

Can I cc someone on a comment that I send?

New notes sent through the portal will sent to the HRSC Coordinator working on your case and may be visible after submission. If a case note needs to be hidden from the portal, please let your Coordinator know

I responded to the ticket, but it is still showing as "requiring department response." Do I need to resend my email?

Case statuses, including the pending status, are all set manually. Your Coordinator may be working on other tasks and will update your case soon.

HRSC Process

Do I have to use the Support Portal?

At this time, the HRSC Support Portal is a supplemental tool. You are also able to communicate requests by emailing hrsc@colorado.edu directly.

My Case is in "Pending" status - what does that mean?

When a case is put into a “Pending” status, this means we are unable to continue work on a request without further action. You can learn more about why a ticket may be in “Pending” status by viewing “My Pending HRSC Cases” to be able to view the “Pending Reason”.