If you encounter a situation where your device or a service isn't working as expected, is broken or unavailable, you can let us know via the 'Report an Issue' form available in the DTS Service Portal homepage.
Report an issue on behalf of yourself:
Access the DTS Service Portal and you will arrive at the homepage.
Under 'Quick links', select 'Report an issue'.
Complete the details and category fields on the form, making sure that you include a clear description of the problem and any relevant context or error messages, (you can also add attachments if useful). This will help us resolve the issue as quickly as possible.
Click on ‘Submit’.
Once submitted, your issue will be given an incident ticket number, (beginning with ‘INC’), and it will be allocated to the relevant team in DTS to investigate. You will receive confirmation of your submission via an email confirming the reference number.
You can then return to the DTS Service Portal homepage or close the Portal.
How can I track what's happening with my issue?
You will receive email notifications each time your ticket is updated however, you can also track it via ‘My Requests’ located at the top of the DTS Service Portal homepage.
A list of your submitted requests will be displayed. Select the issue you wish to track, and the activity record will appear, displaying progress and updates. You can post a comment or update at any time using the text box provided.
Re-opening an issue
In the event that you receive a notification advising that your issue has been successfully resolved, but you are still experiencing a problem, you ask for it to be re-opened by following the link provided in the email or, if you are in the Portal, clicking on the ‘Reopen’ button next to the incident.
Report an issue on behalf of someone else
If you need to report an issue for someone other than yourself, access the DTS Service Portal and select ‘Report an Issue’ using the same method as described above however, make sure you include the full name of the person who is experiencing the issue.
The incident will be created in the same way and both you and the person experiencing the issue will receive updates.