Navigate TigerTracks

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Description

TigerTracks includes a comprehensive knowledge base with a searchable collection of self-service articles, a ticketing system for reporting issues or requesting services, and up-to-date information on outages, system updates, and more.

Note: Please sign in with your ISU Username and Password to access all articles and services.

Details

How do I Search for Information or Services?

You have the option to search for information in TigerTracks using one of the two options below.

Note: Please sign in (top right) to access all articles and request forms.

Search the client portal (top right)

Type a search term in the Search the client portal field, then select the magnifying glass. (top right)
- Note: Use the dropdown (left of the Search the client portal field) to refine your search by selecting either the Service Catalog, which displays a list of available services, or the Knowledge Base, which provides access to a database of self-help articles.

Search for IT Answers under Technology Resources (left side)

Type a search term in the Search for IT Answers field nested within Technology Resources and select the magnifying glass. (left side)
- Note: Select the dropdown (left of the Search for IT Answers field) to narrow your search by service catalog (a list of requestable services) or by the knowledge base, a database of self-help articles.

How do I Reset My Password?

Your ISU password is the key to accessing various secure university resources, including MyISU, TigerNet, eduroam, the University VPN, and more.

Click the Reset My ISU Password button (left side)
- You will be redirected to the ISU Password Reset Portal. Click Next when ready.
Type your ISU Username and then click Submit
Select an option to verify your identity with PIN two-step verification
- Note: If no option is given for two-step verification or if PIN is sent to an incorrect email or phone number, contact the IT Service Desk here
Enter the PIN, then click Verify
- Active Students, Faculty, and Staff will need a Duo verification after PIN verification.
Enter the new password and click Reset Password when finished.

Notes:

Go to the Password Help & Reset article for detailed information about resetting your password.
Go to Forgotten User ID to recover your ISU User ID.

How do I Submit a Request?

The Submit a Request button (left side) directs you to common access, service, and network forms, including frequently used forms, service and assistance forms, and software requests.

Click the Submit A Request button (left side)
Select a category drop-down to find your access, service, or network form.

If you are unable to find your access, service, or network form, you can search for it.

How do I find IT Self-Help Answers?

TigerTracks provides numerous IT-related self-help articles to resolve issues quickly and independently.

Click the Popular Self-Help IT Solutions button (left side)
- Note: This takes you to a list of self-help articles sorted by popularity.

If you cannot find the information you need, you can search for an article from this screen using the instructions below.

Type a search term in the popular articles field and select the magnifying glass. (top)
- Note: Select the dropdown (left of the popular articles field) to narrow your search by service catalog (a list of requestable services) or by the knowledge base (a database of self-help articles).

How can I check the status of my Service Request Tickets?

TigerTracks provides numerous IT-related self-help articles to resolve issues quickly and independently.

Click the Check My Tickets button (left side)
- Note: It takes a minute to load, but the system will populate with your requests.

Can I Get Online IT Support?

ISU has online support available Monday through Friday from 9:00 AM to 5:00 PM.

Click the Click to Chat button (left side)
Please enter your name:
Click Submit (blue button)
IT Support will contact you as soon as they are available.

Where can I find IT Announcements & Updates?

Important IT announcements and information can be found on the Home page of TigerTracks under the IT Announcements section (middle).

Where can I find IT System Outages or Disruptions?

For ease of use, IT system outages or disruptions can be found in two locations within TigerTracks.

Home Page (bottom center)
1. Click the IT System Outages or Disruptions button (bottom center)
  - Note: Please submit a Network Problem Request or contact the IT Service Desk for unlisted wired network issues.
IT Alerts Tab
1. Click the IT Alerts Tab (top, grey tabs)
2. Click the IT System Outages or Disruptions button (top right)

The IT Alerts Tab includes the IT Maintenance Calendar on the left, which shows any planned outages, and the IT Standard Maintenance Calendar, along with the procedure for Emergency IT Maintenance on the right.

Note: If you have difficulty viewing the IT Maintenance Calendar in TigerTracks, or want to add it to your Google calendar list.
1. Click the View the IT Maintenance Calendar button (lower left).
2. Click Add

Can I Find Information Sorted By My Classification?

Yes, the Faculty & Staff IT Help and the Student IT Help tabs (top, grey) contain the most used articles, sorted by classification, that you might need while on campus.

What is the Services Tab?

When you click on the Services tab, you will be directed to services like access requests, network forms, and more, categorized by type.

If you are unable to find your access, service, or network form, you can search for it.
- Note: You can find instructions for search features at the top of this article

What is the Knowledge Base?

When you click on the Knowledge Base tab, you will be directed to IT Self-Help articles, information, FAQs, and more categorized by type.

If you are unable to find the information you would like, you can search for it.
- Note: You can find instructions for search features at the top of this article

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