Using the Drake University Head Start IT and Maintenance Service Portal (How-to)
From the landing page of the Drake University Head Start Service Portal, you can submit a ticket for a technology or maintenance request and find instructions (“cheat sheets”) to guide you through technology tasks by clicking the red “Submit a Head Start Ticket” button on the right side of the page.
The blue “Search for Drake Services/Resources” button will direct you to the Drake University ITS TeamDynamix system. You will use this to request assistance with your Drake account, explore the services that ITS offers, or find articles from ITS on issues related to your Drake account.
The site is divided into two main parts: the Service Catalog and the Knowledge Base. The Service Catalog is where you will go to submit a ticket. The Knowledge Base consists of how-to guides to walk you through completing tasks like adding a network printer, installing updates on your Drake-issued laptop, iPhone, or iPad, and installing apps on an iPad or iPhone from the Self Service app. You can browse the system without logging in, but you must log in with your Drake email address and password to create tickets or check on the status of open requests.
The Service Catalog
Services
To create a ticket request for a technology issue or maintenance request, you will need to go to the Service Catalog. You can access the Service Catalog by:
1) Clicking the red “Submit a Head Start Ticket” button, or
2) Clicking the “Services” heading from the landing page (https://service.drake.edu/headstart).
Creating a Technology or Maintenance Ticket Request
- From the Services page, choose the type of ticket you wish to submit.
2. Click “Create Ticket”. Complete all required fields and click “Submit”.
Checking on Open Ticket Requests
- To access your Open Requests, visit the Services page (https://drake.teamdynamix.com/TDClient/3039/HSPortal/Requests/ServiceCatalog) and sign in using your Drake email address or Banner ID and your Drake password.
Once you sign in, you will see a heading at the top of the page titled “Ticket Requests”. Click Ticket Requests to see your open tickets.
- Once you log in, you'll see a screen like the one below showing all of your open requests.
The Knowledge Base
Head Start Knowledge Base articles
Because Head Start technology is typically not connected to the Drake University network and all of our devices are configured for off-campus use, Head Start has its own Knowledge Base in the TeamDynamix system. To access the Head Start Knowledge Base, click the “Knowledge Base” link at the top of the Head Start TeamDynamix page.
Drake ITS Knowledge Base articles
When you want to find how-to guides on using technology on campus, you can browse the Drake University ITS knowledge base articles through any of the following methods:
- Clicking Find Answers.
- 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).
- Visiting the Knowledge Base page.
Drake University ITS Knowledge Base Categories
- Knowledge base articles are organized into categories and in some cases, subcategories.
Sharing Articles
Have a colleague who needs the same information? Click the Share button to email the article link to them. You will only see the option to share articles when you're logged into the system.
Frequently Consulted Articles
Have an article that you reference all the time? Click the Add to Favorites button to add it to the My Favorite section. You will only see the option to favorite articles when you're logged into the system. You can also remove articles from the My Favorite section if you change your mind or your role changes.
Rating Knowledge Base Articles
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