Description
The Self-Service Portal includes a comprehensive IT Knowledge Base with helpful break/fix, informational, and How To: articles that visually and textually document various technology processes across the University. The Knowledge Base also contains supplemental information that expands and elaborates upon Duquesne's service offerings.
By using the Knowledge Base, you will often be able to save time by finding the information that you need to resolve your issue independently. This article explains how you can search the Self-Service Knowledge Base to find articles. You can reach the Knowledge Base by going to the Knowledge Base ribbon at the top of the Self-Service portal.
Steps
By Category
The IT Self-Service Knowledge Base is divided into categories, grouping together related services so that they can be more easily located. These categories are organized hierarchically, with the type of service at the top and technologies and functions nesting below them.
For example, to find information about connecting to DuqNet, you would navigate to the Network & Broadcasting category, and then scroll through the list of articles to find How To: Connect a Computer to DuqNet Wi-Fi (Mac & Windows).
By Keyword Search
The IT Self-Service Knowledge Base is also searchable via keywords. Located conveniently at the top of any page on the Self-Service Portal is a search prompt:
After entering a keyword or set of keywords relating to the service you are looking for in to this prompt, you will be presented with a list of all Services and Knowledge Base articles relating to your keyword. You can click the Globe icon on the left-hand side of the search bar to restrict your search further.
By selecting Knowledge Base your search query will only list results from the IT Knowledge Base.
For example, if you need to find information about Duo, you can type "Duo" in the "Search the client portal" field. Then, clicking the Globe icon to the left, you can narrow the results down to Knowledge Base articles. Click the spyglass to search, and you will be presented with a list of all Knowledge Base articles about Duo, such as how to enroll, what Duo is, and how to add new devices to Duo.