HEAT Self Service Portal

ANR employees are able to create and monitor technology support Incidents using the HEAT Self Service Portal. Upon logging into HEAT using your ANR username and password, you will be able to:

  • Create a new Incident requesting assistance with a technology issue you are experiencing.
  • Review the status and updates for active Incidents including those reported by phone or email.
  • Add additional information to an active Incident including attachments or notes.
  • Review information for recently resolved Incidents.

You will receive email notifications from the ANRTS Service Desk throughout the process of resolving an Incident enabling you to track the progress of your technology support Incident.

IMPORTANT NOTE: If for some reason you need further assistance regarding a closed Incident, please do not reply to the email notifying you that the incident was resolved. Instead, please contact the ANRTS Service Desk directly by email at support@anr.msu.edu or by phone at (517) 355-3776.

 

Creating an Incident in HEAT Self Service

  1. Select Report an Issue.
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  2. Enter a short explanation of the issue in the Summary field.
  3. Enter a more in depth description of the issue, any troubleshooting you attempted, contact information, etc. in the Description field.
  4. If necessary, attach any screenshots, request forms, documents, etc. by selecting Attach File and following the prompts for your operating system.
  5. Select Save Incident.
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  6. Your Incident has now been recorded.

 

Viewing and Updating Open Incidents in HEAT Self Service

  1. Double click on the Incident you wish to view in the My Open Incidents Window to view or add any notes or attachments to an open incident.
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  2. Scroll down to review all Technician Notes, Attachments, and Activity History entered.
  3. If necessary, add any attachments by selecting Browse... and following the prompts for your operating system.
  4. If necessary, enter any new information for the Incident in the New Notes section.
  5. Select Save.
  6. An email will now be sent to the ANRTS Service Desk notifying them of updates to the Incident.031616-viewing-incident

 

Reviewing Recently Closed/Resolved Incidents

Double click on the Incident you wish to view in the My Resolved Incidents Window to view all notes and emails related to an incident that has been closed or resolved.

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If for some reason you need further assistance regarding a closed Incident, please do not reply to the email notifying you that the incident was resolved. Instead, please contact the ANRTS Service Desk directly by email at support@anr.msu.edu or by phone at (517) 355-3776.