Using the IT Service Portal (How-to)

From the landing page of the IT Service Portal you can explore the services ITS offers, find articles guiding you through technology tasks, and view ITS News and Announcements.

The site is divided into two main parts: the service catalog and the knowledge base.

  • The service catalog is the listing of all of the services offered to campus by ITS.
  • The knowledge base consists of how-to guides to walk you through completing tasks like connecting to the wireless network or downloading software.

You can browse the system without logging in, but you'll have to log in with your Drake email address and password to make requests or to check on the status of open requests.


The Service Catalog

1. Services

When you need assistance from ITS, first find the related service. You can explore services through any of the following methods:

  1. Clicking Request Assistance.
  2. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both by clicking on the down arrow).
  3. Visiting the Services page.

How to locate services

2. Service Categories

  1. Services are organized into categories and subcategories. You can also browse for services by name alphabetically.

Service Categories

A-Z Services Listing

3. Requesting a Service (or Submitting a Ticket)

Once you find the service you need, click the button labeled Report Issue or Request Service and you'll be prompted to log in (if you aren't already logged in) in order to submit your ticket. By logging in, the system knows who you are and has all your contact information, so you won't need to enter it. Most categories have two options: issue or request. Use issue when something was working and it's now broken. Use request to gain or change access to a system.

You'll receive an email from the TeamDynamix system once you submit your ticket. You can communicate with the ITS staff member(s) working on your ticket by either replying directly to the email, or by logging into the system and checking the Ticket Requests section.

Service PageCalling/Phone Issue Form

4. Frequently Used Services

Have a service you use all the time? Click the Add to Favorites button to add it to the My Favorites section. This is similar to saving a bookmark in a browser. You'll only see the option to favorite services when you're logged into the system. You can also remove services from the My Favorites section at any time.

Add to Favorites

My Favorite Services

5. Sharing Services

Have a colleague who needs to place a similar request? Click the Share button to email the service link to them. You must be logged into the system to share a service.

Share Service

6. Checking on Open Requests

  1. To access your Open Requests, click on the My Open Requests button. NOTE: You'll only see the option to share services when you're logged into the system.
  2. Once you log in, you'll see a screen like the one below showing all your open requests.

My Open Requests button image

Open Ticket Requests screen

The Knowledge Base

1. Knowledge Base articles

When you want to find how-to guides on using technology on campus, you can browse the knowledge base articles through any of the following methods:

  1. Clicking Find Answers.
  2. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both by clicking on the down arrow).
  3. Visiting the Knowledge Base page.

Finding Knowledge Base Articles

2. Knowledge Base Categories

  1. Knowledge base articles are organized into categories and subcategories.

Knowledge Base Categories

3. Sharing Knowledge Base Articles

Have a colleague who needs the same information? Click the Share button to email the article link to them. NOTE: You'll only see the option to share articles when you're logged into the system.

Share a Knowledge Base Article

4. Frequently Consulted Articles

Have an article you reference all the time? Click the Add to Favorites button to add it to the My Favorites section. You'll only see the option to favorite articles when you're logged into the system. You can also remove articles from the My Favorites section at any time.

Add to Favorites button

5. Rating Knowledge Base Articles

Found the article especially helpful? Or unhelpful? Let us know by logging in and providing feedback.

Rating a Knowledge Base Article

Details

Article ID: 30648
Created
Mon 5/22/17 1:45 PM
Modified
Mon 7/18/22 3:58 PM