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For employees

Reporting incidents and requesting services

Report an incident or submit a service request through the catalog.

There are two ways to create a ticket from the Portal: Get help for problems or general needs, and the Service catalog for services whose forms the IT team has already prepared.

Choosing the right way

  • Use Get help when something isn't working, or when what you need isn't in the catalog.
  • Use the Service catalog when the service you need is listed there, for example a replacement laptop or application access. The catalog form asks for what the IT team needs to know, and the request goes straight to the team that fulfills it.

Get help

  1. On Home, choose Get help. The same button is also on the My tickets page.
  2. Under Kind of help, choose one:
    • Something's broken: something isn't working or shows an error. The ticket is recorded as an incident.
    • I need something: access, a device, or a new service. The ticket is recorded as a service request.
  3. Fill in Short title, for example "Can't log in to email". This field is required.
  4. Under Tell us the details, describe what happened, since when, and what you have already tried.
  5. If a company device is registered in your name, choose the device with the problem under Related device (optional). See My assets.
  6. Choose How urgent is it?: Not urgent, Normal, Urgent, or Very urgent — work is stopped. The initial choice is Normal.
  7. Choose Submit.

RANCAQ shows the new ticket number, for example INC-2026-000123, and then opens that ticket's page.

The urgency you choose helps determine the ticket's priority. The IT team can adjust it after assessing the impact. See Core concepts.

Requesting through the Service catalog

  1. Choose Service catalog in the top menu or on Home.
  2. Search for a service with the search box, or choose a category to filter the list.
  3. Choose the service you need. The service page shows its description and form.
  4. Fill in the form. Fields can be text, numbers, dates, choices, yes or no, a user's name, or a site. Required fields must be filled in before the request can be submitted.
  5. If the request relates to a device in your name (for example a laptop that needs an application installed), choose it under Related device (optional). This is not a new device you are requesting.
  6. Choose Submit request.

RANCAQ shows a message such as Request REQ-2026-000045 submitted. and then opens the ticket page. The ticket title uses the service name, and your form answers appear in the Your request answers card.

If the service has no additional fields, the page shows No additional fields — just submit your request.

If the form changes

An admin may update a form while you are filling it in. When that happens, the message Form updated by an admin appears. Choose Load latest form. Entries that are still relevant are kept; check them again and resubmit.

Attachments

The Get help form and catalog forms have no place for attachments. To attach a screenshot or file:

  1. Submit the ticket first.
  2. On the ticket page, in the Conversation section, choose Write a reply….
  3. Write a short note, then choose Attach file…. Each file can be at most 10 MB.
  4. Choose Send reply.

A reply must contain text. Attachments cannot be sent without text.

Approval

Some catalog services need approval before they are processed. The page for such a service shows a note like This request requires approval (2 steps) before it's processed., with the number of steps set by an admin.

After you submit the request:

  1. The ticket status becomes Awaiting approval.
  2. The Approval progress card on the ticket page shows each step, who the approvers are, and the decisions made so far. A later step shows Waiting on the previous step until the earlier step is finished.
  3. When all steps are approved, the status changes to Being processed and the IT team starts fulfilling the request.
  4. When a step is rejected, the status becomes Rejected. The rejection reason appears in the Approval progress card, next to the approver's name.

While the status is still Submitted or Awaiting approval, you can cancel the request. How to do that is in Following your tickets.

If you are assigned as an approver yourself, see Approvals.