UBIT Help Center Online Self-Service Guide

• Any current UB student, faculty or staff can use the UBIT Help Center Online.
• UB alumni, former students and retirees will not be able to use the UBIT Help Center Online, and should contact the UBIT Help Center instead.

Is an IT service not working? Learn how to report it and get help.

1. Log into the UBIT Help Center Online with your UBITName and password. Provide two-step verification if necessary.
2. Choose from the Common Tickets, or click the Get Help with a Problem icon if you don't see your problem listed.
3. Get Help with a Problem 
4. In the Choose a Category drop-down menu, select the category that best describes your issue (or choose "Other or Not Known"). If you selected a Common Ticket, this field will be filled in.
5. Provide the Building and Room Number, if applicable.
   
6. In the Description text box, provide as much information as you can that will help us assist you. This might include:
   
   • Alternate contact info
   • Your location (if not described in Building and Room Number)
     
   • The type of device you are using
   • What you are trying to do
   • The exact text of any error messages you are receiving
7. Add screenshots if applicable
8. In the bottom left, click the Submit button.

You will receive a confirmation email at your @buffalo.edu address.

Learn how to request a service by filling out a Web form.

1. Log into the UBIT Help Center Online with your UBITName and password. Provide two-step verification if necessary.
2. Click the service you need if it is listed in the Common Service Requests, or use the search box ("Describe your issue") to find the relevant form. 
3. If you don't see the service you need listed, click the Request a Service icon at left.
4. Select the type of service, or Other or Not Known.
5. Complete the fields with information about your request.
6. Click Submit.

You will receive a confirmation email of your service request at your @buffalo.edu address.

You can view a list of all of the problems and requests ("tickets") associated with your UBITName (called Client ID in the UBIT Help Center).

1. Log into the UBIT Help Center with your UBITName and password.
2. Select View in My Activity.
3. Click the Ticket Number.
4. A new window opens up for the selected ticket. From here, you may:
   
   • Add an attachment, such as a screenshot to help IT staff understand your problem or request: In the Add Attachments and Notes section, click Browse. Navigate to the location of the file you want to share from your computer, select it, click Open and then Add (5 MB file maximum).
     
   • Click the Notes tab to add a note for the ticket or service request.
5. In the lower left, click the Submit button.

When you open a ticket with the UBIT Help Center Online, or when updates are made to your ticket, you will receive an email confirmation at your @buffalo.edu email address. If you choose to reply to this email to communicate with UBIT staff, please be sure to leave the subject line intact. If you delete or change the subject line, your information will not be added to your ticket.

If you have frequent requests or issues, you can use previous tickets as a template and create new tickets.

• Log into the UBIT Help Center Online with your UBITName and password.
• Select View in My Activity at left.
• Click the Ticket Number.
• Click the Copy button.
• Change any relevant information.
• Click the Submit button.

The information the UBIT Help Center Online uses to display your name, email address, office location and phone number (for faculty and staff) is updated nightly to match the UB Online Directory. If your information is incorrect and needs to be updated, please contact the appropriate UB administrative office. If you would like us to contact you at an alternate phone number or email address, please indicate that in the Describe your issue field.