Ithelp Guide

How to create an IThelp request

In a Web browser go to http://ithelp.yorku.ca/.
Log in with your Passport York username and password.
Click on the “Create a New Request” button.
Click on the triangle button to the right of the “Summary*+” heading and select the option that best describes your request.
In the “Notes” section write a description of the request that you are making.

Optional: Adding attachment

If you want to add an attachment file or picture to your request click on the "Add Attachment" button.

Type a brief description of what you are adding in the “Summary*” field. Type in additional notes, if applicable.

Click on the “Add” button and type the URL in the “Attachment” field or click on “Browse” button to select your file or picture.

Click “OK”. Click on “Save” to complete adding the attachment.

When you are ready to submit your request click the “Save” button in the bottom left corner.
A pop-up will appear indicating that you must click on the refresh button to retrieve the Request ID.
Click OK, then click on the “Refresh” button or press F5. Note: You must click refresh or your request will not be generated.
Once your request has been generated you will see an incident number (e.g. INC00000003821) under the “Request ID” column.

How to update an existing IThelp request

In a Web browser go to http://ithelp.yorku.ca/.
Log in with your Passport York username and password.
Any previous requests you have made will appear in the “My Requests” box in the middle of the page.
First note the status of the request displayed under the “Status” column.
If the status of the request you want to add information to is “Completed” then you must first reopen the request.
- Click on the request so that it is highlighted and then click on the “Reopen” button under “My Requests”.
- You will be prompted to click the “Yes” button for confirmation. Notice that your request’s status will be updated to “In Progress”.
If the status of the request is “New” or “In Progress” or “Staged” you can add information to the request by double clicking on it.
If the status of your request is “Closed” or “Cancelled” you cannot update the ticket, you must create a new one instead.
On the following page click on the “Work Info” tab, then click the “Add Work Info” button.
Type in a brief description in the “Summary*” field. Type in additional information in the “Notes” field.
Once you are done adding information click on the “Save” button.
The “Summary” you entered will appear within the “Work Info History” box. Click “Close”.