Overview
When you submit a request or email to DTS, a support ticket is created. Since you are the ticket's requester, any replies from DTS or updates to the ticket are emailed to you as well as visible in the DTS support portal, which you can sign into with your USC NetID credentials.
Follow the guide below if other people also need to receive updates to your ticket. For instance, you might want to include departmental support staff on a ticket about a shared office resource.
Sending email notifications to additional people ("watchers")
You can add someone else as a "watcher" to your support ticket. This ensures that they receive email notifications when your ticket is updated. They do not have to have an @usc.edu email address to be a watcher:
- Open the email you received when the ticket was created, and click the link in the email to open your ticket.
- Click Add people (top right on the page).
- Under Add as a ticket watcher, type the email addresses you want to add. Make sure to type a comma after each email address, even if you are only typing one email address. Then, click OK.
Granting ticket access to additional people (must be affiliated with Dornsife)
A less common option is to grant ticket access to someone: when you do this, the person will be able to access your ticket directly as well as add their own notes to it. The person must be a member of USC Dornsife (e.g. faculty, staff, affiliates):
- Open the email you received when the ticket was created, and click the link in the email to open your ticket.
- Click Add people (top right on the page).
- Under Add people, type the names or email addresses you want to add, and select them from the dropdown. You can also optionally select the checkbox Also send Email notifications. Then, click OK.
How the added person can view your ticket
Once the person has been added to your ticket, they can follow these instructions to view the ticket or add notes to it:
- Go to https://dtssupport.usc.edu/support/tickets.
- Click All Tickets and select Shared with Me from the dropdown.
Contributor(s): Richard Herrera, Chris Huntley.