University Housing StarRez Support

Best Practices for Submitting Tickets

When submitting a ticket to University Housing StarRez Support, best practice is to include the following details to expedite the review and resolution:

1. Brief summary of the issue
2. Product(s) affected (eg. StarRez Web, PortalX, Windows Client, etc…)
3. An example to use for testing (eg. EntryID, TransactionID, SecurityUserID, etc..)
4. Replication Steps / What you’ve already tried to resolve the issue
5. Scope of impact (eg. how many people are affected, what operations the issue is impeding)
6. Urgency of the issue, including any deadlines and the impact of the issue
7. Attachments: Files can be attached to a ticket to help provide all relevant information.
   1.  When submitting screen shots, please include the full screen.
   2.  Title all files with an accurate description before attaching to the ticket.
   3.  When submitting multiple screen shots, users can copy & paste them into a Word document with descriptions to reduce the number of attachments.