When contacting Information Resources & Technology, you will either receive a REQ (Request) or an INC (Incident). The information below explains the difference between requests and incidents, and how to view them for updates and to add notes.
What is a Request
What is a Request:
A request is submitted by a user for some type of new service, software or hardware request. Requests generally refer to something the user wants and/or needs but does not already have, such as a laptop, email resource or Confluence site.
The REQ number is generated when the request is submitted via ITAP or the IRT Support Portal. You will receive an email confirming your request and follow-up emails when the request is approved/completed. The subject line of each email will also include the REQ number.
What is an Incident:
When you contact the Technology Support Center, an incident or INC is created for your issue or question. The incident is automatically created when you email support@rowan.edu or access the IRT Support Portal at https://support.rowan.edu and use the Report an Issue or Ask a Question options:
When calling the Technology Support Center at 856-256-4400, the technician will create an incident on your behalf. With each method, you will receive an email confirming your question or issue has been submitted and will receive follow-up emails until resolved. Each email will include the INC number in the subject line along with a short description of the issue.
View the Status of Requests
To view the status of your requests or incidents, please go to the IRT Service Portal at https://support.rowan.edu.
There are quick links provided at the top of the screen:
Click "My Requests" to view your requests.
To add a note to a request, please click on the applicable REQ and type your note in the section at the top of the page and press Send:
NOTE: Pressing your enter key will not send the message. You must click on the Send button.
View the Status of Incidents
To view the status of your incidents, please go to the IRT Service Portal at https://support.rowan.edu.
There are quick links provided at the top of the screen. Click "My Incidents" to view your incidents:
To add a note to the incident, please click on the applicable INC number and type your note in the section at the top of the page and press Send:
NOTE: Pressing your enter key will not send the message. You must click on the Send button.