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OrderIT Help & Troubleshooting

This page includes information about how to get help with your bill from University IT, how to recognize and correct authority and access issues in OrderIT, and troubleshooting information for common tasks in the OrderIT program.

Recommended browsers

Problems with OrderIT and the Chrome web browser have been reported. See Browser Recommendations for a list of supported browsers.

Billing dates

The billing cycle is the first through the last day of the month.  The billing reports are made available around the 7th after the last completed month.  For more information, refer to How to Run Service Billing Reports Using BI or How to View Billing Details Using UIT Billing Dashboard.

Questions about charges

Submit a help ticket for questions regarding your University IT bill. Complete all required fields in the ticket form and provide any other information that will help UIT staff to understand the issue.

Change billing accounts

If the PTA or Cost Center has changed for one or some of your services, complete and submit the Change form for that service to update your billing account.  For more information, refer to How to Update a Billing Account.

If you need a Global PTA change, submit a help ticket. In the request, include the old and the new billing accounts.

Help with OrderIT site access

The following issues are often caused by incorrect authority and access privileges:

  • Denial of access in the new OrderIT site
  • Missing accounts when running the Billing Report
  • Missing order form in the left column of the new OrderIT
  • PTA shows invalid when it should be valid

If you suspect an access issue, submit a help ticket so that we can update your authority. Include your SUNet ID, the accounts (such as PTAs, orgs, or Cost Centers) you expect to charge, which forms or menu items are missing, and any error messages. An update can take up to 24 hours to be reflected in the system after it is entered.

Help with an order form

If you can't fill out a form or submit an order because the screen is frozen, make sure that you have made a selection for each search result. When you search in the new OrderIT, the drop-down box appears empty after the search completes. Even if the search returned only one result, you must click the drop-down arrow and select the search result before you are allowed to enter any information into the form or submit the order.

To select a search result:

  1. After searching for the item you want to change, click the drop-down arrow in the empty unmarked field and select the search result. (The unmarked field will briefly show a "loading" message during the search.) The form becomes editable after you make your selection.

  2. Click the drop-down arrow in the empty unmarked field and select the search result.

  3. The form is now unlocked. Enter the desired information.

Help completing a form

Need help filling out a form? In each section, hover your cursor over the text next to the blue question mark to get help text for that section of the form. Make sure to hover over the text next to the question mark, not over the blue question mark itself.

Select the correct quad and building service location

When your order requires a service location, the form will prompt you to search by building name or by quad and building.

You can enter a partial or the full building name in the search field and then choose the building from the search result. For example, the building "Environment & Energy Building (Y2E2)" can be found by searching for "Energy" or "Y2E2." Alternatively, you can search by quad and building. For example, a search for "14-200" results in the building "Forsythe Hall." No matter which search method you use, you must select the search result from the drop-down list, even if the search returns only one quad-building combination.

Additional resources

Last modified March 24, 2021