As part of an effort to standardize and streamline how tickets are submitted to the IT helpdesk, a new ticketing system has been implemented. This will allow the IT department to better track, monitor and run reports on tickets submitted.

Users can access the new AMS IT Helpdesk Portal at https://support.myams.org 

This portal will offer a single location to submit tickets, view latest news and updates from the IT department, view common solutions, check ticket statuses and more. 

We encourage all users to submit tickets in one of a few ways:

  1. Submitting a ticket through email
    Perhaps the easiest way to submit a ticket is to send an email to support@ams.queensu.ca.
    This will log a ticket in our systems and we can respond through email.

     
  2. Submit a ticket through the ticket portal (this will be handy if you can’t access your AMS email account)
    AMS IT has developed an IT portal where you can go to log tickets, find solutions to common problems, etc. You can submit a ticket by going to https://support.myams.org and clicking on ‘New Support Ticket’ which will log a new ticket with our system.
     

You may also choose the “Login” button from the top right of the page to login with your AMS email account and password. This will allow you to view previously submitted tickets, attach notes, etc.
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  1. Submit a ticket through the MYAMS.org website
    You can submit a ticket through https://myams.org by scrolling to the bottom of the page and clicking on ‘IT Request Form’


     

Checking a ticket status

Communication on tickets will usually be performed through the email address that was used to submit the ticket. 

However, you may also login to the support portal to check the status. All AMS email accounts already have an account associated with them. You will just need to sign into your AMS email through the portal.

  • Please go to https://support.myams.org and choose the ‘Login’ option at the top of the page. This will bring you to the Office 365 login page if you are not already signed in. Once logged in you will see the following headings:
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Description automatically generated From here you can click on the “Tickets” heading to view any previously submitted tickets or add notes. You can also submit a new support ticket by clicking on “New Support Ticket”.

 

Old Systems

Effective upon receipt of this communication the old iTrack ticketing system will no longer be monitored.

Please update your internal manuals to reflective the changes above if required.

 

Thanks,

 

The AMS IT Department