Applicable Doc. 10 - yourIT Service Portal Quick Reference Guide.pdf
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- Attached to
- DF01--IAM Recompete Task Order (VA-24-00001896)
- Solicitation number
- 36C10B24Q0109
About this file
This document provides a quick reference guide for using the yourIT Service Portal. The guide outlines the key features and functions of the portal, including how to access and navigate the portal homepage and menu. It describes the search, favorites, profile, notifications, and ticket management capabilities. The guide also details how to submit IT requests and report incidents, track progress, and receive email updates on tickets. Knowledge articles and FAQs can be accessed through search or the self-help section. Users can get assistance through the AI chatbot Abel. Contact information is provided for the Enterprise Service Desk.
The related federal contract opportunity is a pre-solicitation notice for task order DF01-IAM Recompete (VA-24-00001896) to provide identity, credential and access management (IAM) services to the Department of Veterans Affairs Technology Acquisition Center Austin. The notice does not include pricing terms, response dates, or other salient details.
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Office of Information and Technology
FOR INTERNAL USE ONLY
yourIT Service Portal Quick Reference Guide
Welcome to the yourIT Service Portal! This guide provides a simple overview of its key features and functions, making your IT experience easier than ever.
Accessing the Portal
To access the yourIT Service Portal, simply click the yourIT icon on your computer's desktop. You can also use the direct link: https://yourit.va.gov/va
Effortless Navigation
The yourIT Service Portal homepage is your starting point for all things IT. Click the yourIT icon on the top left to return to the homepage from anywhere. Icons on the top right allow you to search, add favorites, view your profile, and access the portal menu.
Explore the Menu
Discover all portal offerings through the menu. Click a link to navigate to different areas.
https://yourit.va.gov/va
Search Made Simple
Find what you need – service catalog items, self-help articles, and existing tickets – with the search icon.
Favorites at your Fingertips
Access shortcuts to your favorite items and pages by clicking the heart icon.
View Information on your Profile
Click your user icon to view your profile details like email, phone numbers, manager, and team information.
Stay Informed of Major Incidents
Check the banner at the top for updates on service outages and major incidents.
Manage Your Tickets
Keep track of active tickets – incidents and requests – conveniently from the My Tickets section.
Approvals Made Easy
Don't forget to review and act on pending approvals. Quick action ensures your requests are processed promptly. You'll also receive email notifications for approvals.
Meet Abel, yourIT AI Chatbot
Need assistance? Abel, our AI chatbot, is here to help. Click the chat icon and type "help" to learn how Abel can assist you. Some examples are provided below:
- Report an Incident, cancel an incident
- Search self-help knowledge articles
- Find the proper request type
- Check the status of a ticket
- Find VA Facilities
- Password Reset
- Explore Frequently Asked Questions
- Look up an Acronym
- Type "Cancel" to start over.
- Type "Stop" to end the conversation.
- The chat times out after three minutes of inactivity.
Finding Self-Help Knowledge
There are several ways to find self-help articles on yourIT:
- Use the global search in the top right to search for solutions.
- Ask Abel to search for knowledge.
- Or explore the Menu and select "Self-Help Articles" under Learn More.
Submitting Requests and Issues
Submit IT requests and report issues on the homepage.
- A Request (RITM) is for products, services, or access.
- An Incident (INC) is for unexpected service interruptions.
Tracking Progress
Keep an eye on submitted tickets from the homepage.
- Open tickets appear in My Tickets.
- To see closed tickets, click "View All Tickets" and open the "Closed" tab.
Email Updates
Stay informed via email notifications for ticket updates and changes.
Cancelling Tickets
Cancel an Incident
Click the active incident on the homepage to open the Ticket Form. Options to cancel or reopen a ticket are located at the bottom under Actions.
View cancelled and resolved tickets by clicking View All Tickets at the yourIT Service
Portal home screen. Then open the “Closed” tab.
Cancel a Request
To cancel or reopen a Request it is recommended to call the Enterprise Service Desk at
(855) 673-4357 and let them know you would like to close a request.
More Information
- Knowledge Article: yourIT Service Portal User Guide KB0115483
- yourIT Service Portal Training Resources (sharepoint.com)
- Enterprise Service Desk Phone Number: (855) 673-4357
Thank you for using yourIT! Please be sure to leave us feedback about your experience in surveys that are emailed.
https://yourit.va.gov/va?id=kb_article_view_yourit&sysparm_article=KB0115483 https://dvagov.sharepoint.com/sites/OITSMO/OCM/SitePages/yourIT.aspx
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