Body
Description
To get your request to the team that handles it, the first step is finding the right service. Submitting a ticket in Self-Service is simple. This article will explain how to find a service in Self-Service, and how to submit a support ticket on that service.
Searching the Service Catalog
By Category
The IT Self-Service Catalog 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 submit a request to have a departmental printer installed, begin with the Information Technology category. From there, continue to Printing & Related Services. Under this category, there will be an option: Printing (Departmental). This is the Service page. Listed on the right-hand side of this page are Service options. You will click Request Printer Set Up to access the service form for this request.
By Keyword Search
The IT Self-Service Catalog is also searchable via keywords. Located conveniently at the top of any page on the 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 Service Catalog, your search query will only list results containing Services offered by the University.
For example, if you need to submit a service request about a printer issue, you can type Printer Issue into the search prompt, select Service Catalog with the Globe dropdown, and press Enter. The first result on the search form for this query will be Report a printer issue. Click this to be directed to the Service Page, and click Report printer issue on the right-hand side to access the service form for this request.
Submitting a Service Request
Every service page will give a brief explanation of what a Duquesne University service is, any requirements for how to use that service, who is able to use a service, a list of service options, the cost of a service, and a list of related services and Knowledge Base articles pertaining to that service.
After accessing a service option, you are presented with a form containing all information that is necessary or helpful for servicing this request. If you encounter any problems or see room for improvement, you can use the Report an Issue option to submit a ticket pertaining to a service offering.