Services Portal: Submit a Request

Issue

• How do I submit a ticket?
• I need to request help from CTS
• I can’t find the right service to submit my request
• Where do I go to request a service?
• How do I report a problem with a service form?

Environment

• Duquesne University Self-Service Portal (TeamDynamix)

Resolution

Every request starts by finding the right service, which routes your ticket to the team that handles it. You can find a service by browsing categories or by searching.

Find a Service by Category

The Service Catalog groups related services into categories, with the type of service at the top and specific technologies and functions nested below.

1. Go to the IT Self-Service Catalog.
2. Select the category that best matches your request.
3. Continue into the sub-category that fits your need.
4. Select the service to open its Service page.
5. On the right-hand side of the Service page, select the service option that matches your request to open its form.

Example: To request a departmental printer installation, go to Information Technology > Printing & Related Services > Printing (Departmental), then select Request Printer Set Up on the right-hand side.

Find a Service by Keyword Search

1. Go to the IT Self-Service Catalog, or any page on the Service Portal.
2. Enter one or more keywords in the search bar at the top of the page.
3. (Optional) To show only services and hide Knowledge Base articles, select the Globe icon on the left side of the search bar, then select Service Catalog.
4. Press Enter.
5. Select the matching service from the results to open its Service page.
6. On the right-hand side of the Service page, select the service option that matches your request to open its form.

Example: To report a printer problem, search Printer Issue, filter to Service Catalog, and press Enter. Select Report a printer issue, then select Report printer issue on the right-hand side.

Submit the Request

1. Review the Service page. It lists what the service is, who can use it, any requirements, service options, cost, and related services and Knowledge Base articles.
2. Select a service option to open the request form.
3. Complete the form with all required information, plus any details that will help the team resolve your request.
4. Submit the form.

Tip: If you run into a problem with a service form or see room for improvement, use the Report an Issue option on the service to submit a ticket about the service offering itself.