Checking the Status of Your Ticket

Overview 
 You can check the status of any ticket you have raised at any time via the helpdesk portal. 
 
 Viewing Your Tickets 
 
 Go to helpdesk.pbr.org.au and sign in 
 Click My Tickets at the top of the page 
 You will see all your open and recently closed tickets 
 Click on a ticket to see the full thread, including IT's responses and any updates 
 
 
 Ticket Statuses 
 
 Status Meaning 
 Open Your ticket has been received and is waiting for IT to pick up 
 In Progress An IT team member is actively working on your request 
 On Hold We are waiting for something — either your response, a vendor, or a scheduled change window 
 Closed The issue has been resolved 
 
 
 Adding Information to an Existing Ticket 
 Simply reply to the email notification you received when the ticket was raised. Your reply will be added to the ticket automatically. 
 Alternatively, open the ticket in the portal and post a comment directly. 
 
 Reopening a Closed Ticket 
 If an issue comes back after being closed, reply to the closure email within 7 days and the ticket will be reopened automatically. After 7 days, please raise a new ticket and reference the old ticket number.