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. Submit a ticket through the ticket portal (this is our preferred method and 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 ‘Submit a Ticket’ in the top right, which will log a new ticket with our system. We can then reply through the email that the ticket was submitted through.
   
   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.
   
   
   
2. Submitting a ticket through email
   You may also send an email to support@ams.queensu.ca.
   This will log a ticket in our systems and we can respond through email.
   
   
3. Submit a ticket through the MYAMS.org website
   You can submit a ticket through https://myams.org by hovering over "Employees" from the top right menu and choosing "IT Request Form" from the list of dropdown options.
   
   
    

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.

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