Accessing the ITSM¶
This guide explains how to access the IT Service Management (ITSM) portal to submit support tickets, service requests, and more.
Prerequisites¶
Before proceeding, ensure:
- You have your account fully setup with MFA, access, and licensing
If you haven't completed account setup yet, please see Initial Account Setup first.
Accessing the ITSM Portal¶
The ITSM portal can be accessed at:
You can reach the portal in two ways:
- Outside the Enclave — Navigate directly to the URL above from any browser
- Inside the Enclave — Open Microsoft Edge within your Cloud PC; the SharePoint home page (default home page) includes a link to the ITSM portal
First-Time Login¶
Password Reset Required
The first time you access the ITSM portal, you will need to reset your password. The password reset email will come through immediately — no manual approval is needed.
Step 1: Navigate to the Portal¶
Go to stratuscyber.halopsa.com and select the option to reset your password.
Step 2: Enter Your Email¶
Use your CMMC Enclave email address when prompted. This must match the email associated with your enclave account.
Step 3: Check Your Email¶
The password reset email will arrive immediately. Follow the link in the email to set your new password.
Logging In¶
After completing your password reset, log in to the portal at stratuscyber.halopsa.com using your CMMC Enclave email address and the password you set during the reset process.
What You Can Do in the ITSM¶
| Feature | Description |
|---|---|
| Service Requests | Submit requests for access, changes, or new resources |
| User Access Requests (UARs) | Request access to specific systems or resources within the enclave |
| Knowledge Base | Browse articles for guidance, FAQs, and troubleshooting |
| Reports | View reports that have been requested, such as system inventory |
| Incidents | Report something that is broken or not working as expected |
Submitting a Ticket¶
Step 1: Select a Request Type¶
Choose the appropriate category for your request:
| Category | Use When |
|---|---|
| Incident | Something is broken or not working as expected |
| Service Request | You need access, a change, or a new resource |
| General Inquiry | You have a question that doesn't fit the above |
Step 2: Fill Out the Request¶
Provide as much detail as possible, including:
- A clear description of the issue or request
- Steps to reproduce (for incidents)
- Any relevant screenshots or error messages
Step 3: Submit and Track¶
After submitting, you'll receive a ticket number for tracking. You can check the status of your ticket at any time from the ITSM portal dashboard.
Response Times
Tickets are triaged and responded to based on priority. For urgent issues affecting your ability to work, indicate this in your submission.