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Submitter ticket workflows

Submitters typically arrive at My Requests whether they enter through the portal or district single sign-on.

My Requests

  • Shows outstanding requests and prior resolved or closed tickets.
  • Provides a single status location even when a ticket was originally created by email.
  • Displays the original subject and description, technician replies, assignment and coverage events, and a chronological activity timeline.
  • Accepts portal replies while also supporting replies within the ticket’s email thread.
  • Can collect submitter feedback after resolution or closure.

Create a request with Lumen

  • Open Submit a Ticket.
  • Describe the issue in the Lumen IT assistant and select Get Help.
  • Try the recommended troubleshooting. Continue the conversation when the first steps do not resolve the issue.
  • Select Add details to ticket. Lumen summarizes the conversation and inserts useful context into the ticket body.
  • Review the generated description rather than assuming it is complete.
  • Confirm category and school, enter the room or location, attach supporting screenshots, and submit.
  • Return to My Requests to confirm creation and follow progress.

School and identity mapping

The playlist describes school assignment through mapped Entra ID or Google Workspace groups. The form can still be changed for staff who work across buildings or when the request concerns a different site.

Self-service before submission

Submitters can search the Knowledge Base directly or move between the Knowledge Base and Lumen. This creates multiple opportunities to solve a common issue without opening a ticket while keeping ticket submission available when human support is needed.

Video 2: SupportStudioK12: Getting Started with User Submissions — Watch on YouTube