Process for Submitting Tickets

Modified on Thu, 09 Nov 2023 at 10:53 AM

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 

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 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
    This will log a ticket in our systems and we can respond through email.

  3. Submit a ticket through the website
    You can submit a ticket through 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.

  • Please go to 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 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.




The AMS IT Department

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