How to Check Your Ticket Status in Services Portal

Overview

After submitting a support ticket through the Services Portal, you can track its progress and view updates at any time. Monitoring your ticket status helps you stay informed about the resolution process, estimated completion times, and any actions required from you. This article provides step-by-step instructions for checking the status of your support tickets and understanding what different status indicators mean.

Instructions

Common Ticket Statuses:

  • New: Your ticket has been submitted and is awaiting assignment to a support technician
  • In Progress: A technician is actively working on resolving your issue
  • Resolved: The issue has been addressed and the ticket is closed
  • Cancelled: The ticket was closed without resolution (duplicate, submitted in error, or no longer needed)

How to Check Ticket Status Through Services Portal:

1. Go to https://my.westcliff.edu/ and sign in to your My.Westcliff (Okta) account
2. Click on the Services Portal icon
3. Once on the Services Portal homepage, locate the Services tab
4. Locate the Ticket Requests (image below)​​​​​​​

Uploaded Image (Thumbnail)
5. Your tickets will be displayed in a list showing:

  • Ticket ID
  • Title
  • Service
  • Status
  • Created Date
  • Modified Date

6. Click on the ticket title to view complete details
7. In the detailed view, you can see:

  • Full description of your original request
  • All communication history between you and support staff
  • Attached files and screenshots
  • Status updates and resolution notes

How to Filter and Search Your Tickets

  1. From the Ticket Requests page, use the filter options at the top of the list
  2. Filter by status (e.g., show only "In Progress" or "New" tickets)
  3. Use the search box to find specific tickets by entering keywords or ticket numbers
  4. Apply date ranges to view tickets from specific time periods

Notes

  • Ticket IDs are unique identifiers - reference them in all communications with the support team
  • You will receive email notifications at your Westcliff email address for all ticket updates
  • Tickets marked "Resolved" will automatically close after 3 days if you don't respond
  • If your issue is not fully resolved when a ticket is closed, you can reopen it by replying to the notification email or commenting on the ticket
  • All ticket communications are logged and visible to both you and support staff
  • Keep email notifications from Services Portal in a dedicated folder for easy reference
  • If you haven't received a response within the expected timeframe, you can add a comment to bump the ticket
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