OIT plans to deploy a customer self service interface Fall 2007.
This will provide our customers the ability to request support using an online
submission process. This interface will also provide our customers the ability
to check on the status of their request, close their request, or reopen closed requests.
This online interface will utilize Authserv for authentication.
What are the Supported Browsers for OIT Self Service?
The supported browsers are Internet Explorer 6.x and Firefox 1.x however currently there is a known issue with Internet Explorer and initial page load.
Can I use the browser navigation buttons instead of the internal application buttons?
Navigating the self service screens should be accomplished using the internal navigation buttons for the application and not the navigation options with the browser. Failure to use these internal buttons can cause the application to produce errors.
To determine the status of your request, login to self service and select the option of request you want to look for (open or closed). Then select “Find a Request”. A screen appears with a list of the open or closed service requests entered under your UA user id. The status of each job is in the last column of each entry. For open requests, the status is either Open-Idle (request is assigned to the OIT Support Center) or Open- Linked (requests is assigned to a 2nd-line OIT department).
Should I submit a crucial or high priority request through self service?
No. Crucial or high priority requests need immediate attention. The best way to get this immediate attention is to call the OIT Support Center at 450-8300 or 1-800-478-8226.
Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select “Search” button at the bottom of the screen. The screen appears with all open service requests entered under your University of Alaska user name. The status of each job is in the last column of each entry. For open requests, the status is either Open-Idle (request is assigned to the OIT Support Center) or Open- Linked (requests is assigned to a 2nd-line OIT department.
Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Closed” and select “Search” button at the bottom of the screen. The screen appears with all closed service requests entered under your University of Alaska user name.
Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select the search button at the bottom of the screen. A screen appears with all open service requests entered under your University of Alaska user name. Locate the request you want to update and open it by selecting the service request number in the first column. Once the request is opened, enter your updates in the customer updates section and select submit at the bottom of the screen.
Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “closed” and select the search button at the bottom of the screen. A screen appears with all closed service requests entered under your University of Alaska user name. Locate the request you want to reopen and open it by selecting the service request number in the first column. Once the request is opened, select resubmit at the bottom of the screen. On the next screen provide the reason(s) why you are reopening the request in the description field and then select submit at the bottom of the screen.
Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select the search button at the bottom of the screen. A screen appears with all open service requests entered under your University of Alaska user name. Locate the request you want to close and open it by selecting the service request number in the first column. On the next screen select the close this req button at the bottom of the screen, indicate why you are closing the request, and then select the submit button at the bottom of the screen.
What should I put in the description of my request?
Your request description should include all pertinent information concerning your technology request. Examples include the operating system (Windows XP, MacOSX) computer/machine name, and specific error message or problem you are having.
Where does self service pull my contact information from?
OIT Self Service displays your contact information directly from the UA Enterprise Directory (Edir). If your information is incorrect, you will need to login to Edir to correct it.
On April 1, 2006, we switched HP ServiceCenter to the UA Username. Any request you have opened with us before that day will not be available through SelfService.
On the screen
After you click “Submit”, you will be taken to a screen where at the top left part there is a Unique ID. The value in the Unique ID filed is the service request number.
Email notification
You will receive the following email notification:
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From: Peregrine Service Center Account
Date: March 30, 2007 2:25:08 PM AKDT
To: ‘your email address’
Subject: UA ServiceCenter: Request # CALL168757 has been opened
ServiceCenter Operator: “Support Center Analyst who is assigned your request”
UA ServiceCenter: Request # CALL168757 has been opened
Reported Symptom: “A brief description of your problem”
Hello, this is to confirm that a support center analyst has acknowledged your reported issue and has entered it into our tracking software. Your request number should be retained for reference purposes. Support center analysts and OIT will help resolve this issue as quickly as possible and your patience is greatly appreciated.
Please do not respond to this email. Should there be any further questions or queries, please contact the OIT Support Center and refrence the request number.
OIT Support Center (907) 450-8300 or 1-800478-8226
Email: helpdesk@alaska.edu
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Level Two Support is a 2nd-line OIT department the Support Center has escalated your request to. This department is responsible for resolution or escalation to Level Three Support, in most cases an application or hardware vendor.
