How To: Comment On/Update a Service Request or Reply to a Service Request by Email

You can comment on or update your service request(s) in the MUHCHR Client Portal or by responding to tickets via notification emails.

• Commenting on a service request
• Replying to a service request Email
• How do I update a service request? (Technicians only)

1. Sign into the MUHCHR Client Portal using your credentials.
2. From the Home page, find the 'View My Requests' button, then find the service request you wish to update. For help, view the Check the Status of Your Request article.
3. Below the ticket description, click Comment.
4. This will expand the Feed section to allow you to add a comment.
5. Type your comment and then click on the Notification field. Select the person (or people) you wish to notify. To notify the technician working your ticket, select the person whose name is followed by the word 'responsible.'
6. Click Save. The person you selected will be notified that you have left a comment and the comment will display in your ticket's feed.

You can reply directly to request email notifications received from new requests, request comments or updates.

If you are the request creator you can use the TDClient link at the bottom of the email to view the request Comment Feed, including who was notified. Only Public comments will show in this feed. If you do not see the information you received in the email in the Comment Feed section of your request, the comment is set to Private (only visible to IT service desk staff). If you responded to an email and do not see your information, most likely the original comment was Private.

You can only reply to the emails within 60 days of your request's created date.  This setting cannot be changed.

1. Find the email sent from MUHC HR TDX Notify <noreply-muhchrtdxnotify@umsystem.edu>. If you have multiple requests open, check the subject line to make sure the email is in regards to the correct request.
2. Click Reply. 

Note: The return email address this should read muhchrtdxreply@health.missouri.edu. Please do NOT change or alter this address. Please do NOT delete any of the original email content. The email contains a code that is required for your response to process into the request correctly.  If you delete this code, your response cannot be processed and will be discarded by the system.

3. Type your comment at the top of the email. Do not add text below the header of the original email (i.e., anywhere in the blue fields of the request text).
4. Click Send. Your comment will post in the request and send an email notification to all parties included in the original message.

If you are an IT staff member, you can also update the ticket from the Home page.

1. Sign in to the MUHC HR Technician Portal using your credentials.
2. From the Home page, find the ticket you wish to update. For help, view the Check the Status of Your Ticket article.
3. Below the ticket description, click Update.
4. This will bring up a new screen. From this screen, you can add a comment, change the enhancement request category or change the type of enhancement. Most often, the last two fields will not need to be updated. Those fields are determined when the ticket is created.
5. If you leave a comment, click on the Notification field and select the person responsible for the ticket. This will be noted by the word "Responsible" after the name.
6. After you make your updates, click Save. The person responsible for your ticket will be notified that you have left a comment and the comment will display in your ticket's feed.