Submit a New Ivanti Ticket | SOP Knowledge Hub

Purpose

Explains how to submit a new Ivanti ticket with the required details for faster routing and resolution.

Before You Begin

Gather the affected user's name, email address, course or section code, relevant dates, and any screenshots that show the issue or request.

Step-by-Step Procedure

Open Ivanti and sign in with your organization credentials.
Select New Ticket.
Choose the request category that most closely matches the issue.
Enter a clear title that names the system, course, and action needed.
Describe the issue or request in complete sentences.
Add affected course, user, or system information.
Attach screenshots when available.
Set the priority based on business impact and urgency.
Submit the ticket.
Save the ticket number for reference.

Checklist

Open Ivanti and sign in with your organization credentials.
Select New Ticket.
Choose the request category that most closely matches the issue.
Enter a clear title that names the system, course, and action needed.
Describe the issue or request in complete sentences.
Add affected course, user, or system information.
Attach screenshots when available.
Set the priority based on business impact and urgency.
Submit the ticket.
Save the ticket number for reference.

Troubleshooting

If the request affects multiple courses, list each course code separately.
If the issue blocks student access or course launch, mark the priority as high and include the deadline.
If the user cannot provide screenshots, document the exact error text and where it appears.

Change History

Version 1.0 Jun 18, 2026 Instructional Technology
Initial SOP created.

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