Submit a Support Ticket

We ask that all existing customers please use the MN IT Service Center  to submit requests for help or other assistance. There are always MNIT Enterprise Web Team staff monitoring the ticketing system, which ensures your requests won't get lost when team members are on vacation or out sick.

The steps below walk you through the process for submitting tickets through the Service Center.

  1. Go to the MN IT Service Center .

  2. In the search bar near the top of the screen, labeled Hello, how can we hep? , click into that box and type the word "website".  As you type, new options will become available, presenting a list of recently viewed options as well as suggested options.  

    screenshot of the search box in the MN IT Service Center

  3. Depending upon the nature of your request, you'll select either "Website Service Request" or "Website Break/Fix".  Please use the following to help determine the nature of your request:

    Website Service Request

    For the vast majority of requests, you will select this option — for situations where you're having troubles with something you're working on, if you are having difficulty logging into Tridion or need a password reset, if you need a quote or estimate for work, or if you've made a change to your website and it's no longer working or behaving as you might expect.

    screenshot of a website service request

    Website Break/Fix

    Select this option in more severe situations,  where your website is entirely down, where the content management system or your website is loading slowly, are experiencing issues with the publishing queue, or are experiencing performance issues that can be corroborated by other users' experiences. 

    screenshot of a website break/fix



  4. Choose the ticketing option that suits your situation best, following the the appropriate instructions below:


Website Service Request

  1. Who is this request for and What agency or organization is this request for  will generally be pre-populated.  If you are submitting this on behalf of someone else, please update these fields accordingly.
  2. Indicate the urgency of this request . Generally you will select "low" for day-to-day requests.  Use your best judgment when selecting "Medium" and do not let poor planning influence urgency level.  "High" urgency should be reserved for extreme, and issues where the reach and impact is both high and wide.
  3. Type of Request . For Tridion requests you'll typically select "Dynamic website", and for requests concerning your static website (not Tridion) you'll select "Static".  If you're requesting a configuration change about your website, such as a change of URL, changes in permissions, or other similar types of requests you may wish to select "Configuration".  Your choice here may result in additional fields displayed.  For "Configuration" you will be asked if it's for a static or dynamic (Tridion) website; for "New Domain" you'll be asked if it's a new mn.gov subdomain (site.mn.gov) or a .gov domain (yoursite.gov).
  4. What is the full URL?  Enter the relevant URL for your request.  More often that is the page or section of your website that pertains to your request.
  5. What is your request?   Finally enter the details of your request.  There is also an area to provide attachments to further explain your request.
screenshot of the Website Service Request form

Website Issue

  1. Who is this request for and What agency or organization is this request for will generally be pre-populated.  If you are submitting this on behalf of someone else, please update these fields accordingly.
  2. Type of Issue.   Your options are clear — please indicate if it's a performance issue (website's loading slowly) or the website is unavailable (down).  Please take a moment to check how the site behaves both on and off VPN, and ask a colleague to confirm if they are experiencing the same or similar issues.
  3. What is the URL? Enter the relevant URL that you're reporting.
  4. Provide a detailed description - attach screenshots below.   Finally enter the details of the performance issue or outage that you're reporting.  There is also an area to provide attachments and screenshots to further explain your report.
screenshot of the website break/fix form

  1. Click the blue Submit Request button in the upper right corner of the screen.  If viewing on a mobile device or a narrower viewport, the submit button may appear beneath the form.

If the steps above have been completed as described, your ticket will submit and be automatically routed to our team.