Only the individual that created the service ticket (the Requester) can view their service ticket in the U of A Service Portal. If a Requester wishes to include another individual in their service ticket communications they may choose to add a Ticket Watcher using the "Share" function.  A Ticket Watcher will not be able to access the service ticket in the Service Portal, but they will receive email notifications each time the ticket is updated. The email notifications can be viewed and replied to directly from their email inbox. 

To add a Ticket Watcher to your service ticket please follow the instructions below. 

1.	In the U of A Service Portal, navigate to the Service Portal ticket that you wish to share. Click the Share button located in the top right corner.
2.	The Share dialogue window will be displayed.
3.	Input the desired email address and hit the tab or enter key on your keyboard to submit the Ticket Watcher information, the submitted email address will now be displayed below the text box. Note: If you are adding an individual with a U of A  email address as a Ticket Watcher you must add their primary CCID email address, do not use U of A alias email addresses.
4.	Click the OK button to finalize the Ticket Watcher assignment.
5.	The Ticket Watcher will now receive email notifications each time the service ticket is responded to or resolved. A sample email notification is shown below. Note: Ticket Watchers must use the "Reply" function in the email directly to add a response to the service ticket. The reply must be sent from the Ticket Watcher CCID email address, replies made from an alias email account will not be delivered. The ticket link located at the bottom of the email is only accessible to the service ticket Requester.
6.	Requesters may remove a Ticket Watcher at any time. To remove a Ticket Watcher, click the Share button to launch the Share dialogue box (refer to steps 1 and 2 above).
7.	Once the Share dialogue box has been opened, click the X button next to the Ticket Watcher that you wish to remove. Click OK to finalize the removal.
8.	The Ticket Watcher status is now removed and the individual will no longer receive updated relating to the service ticket.

Ticket Watchers that encounter any errors when replying to the service ticket notification email are advised to call the Staff Service Centre at 780-492-8000 to have a Staff Service Centre Advisor add a reply to the ticket on their behalf.

Note: Service Portal users with "Agent" access may encounter a slightly different interface when using the "Share" function. If you are an Agent user and require assistance with the "Share" function please contact the Staff Service Centre.