NEIUport User Guide

University Technology Services
Helpdesk Support Request Portal User Guide
 
 
Introduction: What is the purpose of this portal and why should I use it?
The primary mission of the University Technology Services’ Help Desk Service request portal is to provide a self-service intranet web site intended to support your technology needs in an effective and efficient information technology environment. 
 
This self-service portal is designed to provide faculty, staff and students with the tools, knowledge, and ability to submit and track requests for technology assistance, search our Knowledge Base for solutions to common technology problems, request access to services, ask questions, receive answers, provide feedback, and get information on the status of available technology resources.
 
From within this portal, you will be able to request assistance and get information on academic and administrative IT resources such as computer hardware and software, local and wide area networking, telephony, classroom and student lab technologies, client computer literacy, training, audio and video media support, mobile devices, and web services.
 
University Technology Services endeavors to research, apply and manage the latest in information technology to foster productive working and learning environments for our students, faculty and staff for the benefit of the entire educational community. 
 
 
The Portal’s home page changed recently. What happened?
After feedback from administrators, faculty, staff, and students, the portal’s home page was re-designed to be more user-friendly by filtering and focusing the portals’ options and information on the main page to reflect only the most used and requested features. The new portal home page provides three main button options for users to choose from. There is “How to use this site” which leads you to this document, “Submit A Ticket” which leads you to a service request form which you will use to request technology assistance, and “Search Our Knowledge Base” which you can use to look up technology articles, search for technology instruction guides, and find technology forms. The new page also has the Help Desk contact information including our contact phone number, e-mail address, and hours of operation. There is also a link to the University’s Frequently Asked Questions (FAQ’s) web site. This site allows you to ask any question regarding the University’s academic and administrative operations. Questions are reviewed, sorted and assigned to one of several University subject matter experts on the topic. The main page also offers links to University Technology Services’ most recent UTS Service Alerts. Finally, Quick Links to features like “Track Your Tickets” and “Popular Services” are provided, as well as, Quick Links to our web page on IT Policies, the NEIU-UTS primary Web Site, and a link to provide feedback to UTS via a short survey. The previous “Home” page is still accessible by clicking the link “Channel Page” in the blue navigation bar.  All other previous pages are also still accessible as before.
 
What can I do on the site?
 
1. Viewing This User Guide.
  • From the “Home” page, click the “How To Use This Site” button to open this User’s Guide. The page will open in a new browser window so that you can refer to this document and navigate the site simultaneously. This document is also accessible from the Knowledge Base by searching for “Support Portal User Guide”. You may also print this guide to use as a reference.

 

 

2.  Request Technology Services & Support - Submit a Support Request.
  • From the “Home” page, click the “Submit A Support Request” button to open the Helpdesk Support Request form. The form will open in a new browser window so that you can fill out and submit your request while continuing to navigate the portal's main page.
 

  • The Submit A Support Request form will open so that you can fill out and submit your support request. The form allows you to enter all of the pertinent information UTS needs to respond to your request. You will be presented with a set of Primary fields to fill out. The primary fields are shown below.
  • Some of the primary fields are linked to secondary response fields that will appear after you have made a primary selection. This will allow you to further define and filter your request.
  • Some Primary fields are also linked to "In-Form" pop-up notes and related information, giving you instructions on how to respond to some of the requested fields, or providing you with related information you may find useful.
  • Some fields are optional, while other fields are required. You will not be able to submit your form if any of the required fields are left blank.
  • Please fill out all presented fields to the best of your ability. This will assist UTS in to more effectively respond to and resolve your service request.

 

 

3. Search Our Knowledge Base.
  • From the “Home” page, click the “Search Our Knowledge Base” button to open the Knowledge Base search feature.
 

  • The search page will open in a new browser window so that you can search for Knowledge Base articles while continuing to navigate the portal main page simultaneously.
 

  • You can use the search feature to look for technical information, helpful hints, forms, instruction guides, and other specific articles or pertinent information related to our technology resources.  Enter any relevant search terms into the “Search” text field and click the blue search button above the text field to retrieve a list of articles related to your search topic.

  • You can also search for articles based on a category. Type the category (If known) in the “Category” text field or begin to type a category name and a list of potential matching categories will display for you to choose from. Click the blue ”Search” button above the text field to retrieve a list of articles related to your search category.

  • You can also view the most recently created articles by searching with the “Search” and “Category” fields blank. Articles will be listed with the most recently created articles displayed first.

 
4. View Our Most Recent UTS Service Alerts.
  • On the “Home” page, users may click links related to recent UTS Service Alerts under the section titled “UTS Service Alerts.” The “Previous Service Alerts” link is also provided to review a list of all previous UTS Service Alerts. By clicking on one of the service alert links on the “Previous Service Alerts” page, information about the service alert will open.
 

 

5. Track Previously Submitted Service Requests Or Reported Problems.
  • From the “Home” page, click the “Track Your Support Tickets” button to open the Ticket Requests search feature.
 

  • The Ticket Requests search page will open so that you may search for your support tickets.
 

 

  • You can use the search feature to find previously submitted service requests or reported problems. Enter any relevant search terms into the “Search” text field and click the blue search button above the text field to retrieve a list of current service requests related to your search topic.
  • You can also view the most recently submitted service requests by searching with the “Search” field blank.
  • You can also search for all tickets ever submitted including those that have been previously resolved by clicking the downward pointing arrow at the end of the “Status Class” text field, checking the “Select All” box, and then clicking the blue ”Search” button above the text field. 
  • If you have designated any services as a “Favorite”, you can view a list of all of your favorites by clicking on the “My Favorite” link in the services navigation bar above the “Ticket Requests” title. You can use this link to directly submit service requests without navigating through the Services page.
  • You can also view a list of your most recently visited services by clicking the “My Recent” link in the services navigation bar above the “Ticket Requests” title. You can use this link to directly submit service requests without navigating through the Services page.
  • You can search all active services by clicking the “Search A-Z” link in the services navigation bar above the “Ticket Requests” title. You can use this link to directly submit service requests without navigating through the Services page.
 
6. View Our Most Popular Services.
  • From the “Home” page, click the “Popular Services” button to view a list of the most popular services requested. By clicking on one of the services on the “Popular Services” page, the service request form will open in a new browser window so that you can fill out and submit your request while continuing to navigate the portal main page simultaneously. You can use this link to directly submit service requests without navigating through the Services page.
 

 

7. View Our IT Policies.
  • From the “Home” page, click the “IT Policies” button to view a list of Northeastern Illinois University's IT Policies on the University’s Policy Library web site. The Policy Library was created to allow the University community easy access to University policies, procedures, guidelines and forms. Please be aware this site does not contain all University policy information. Individual departments throughout the University may also have internal policies specific to their office.
 

 

8. Learn About University Technology Services.

  • From the “Home” page, click the “About UTS” button to be directed to the University Technologies Services primary Web Site. The primary UTS web site provides information on all of the technology resources, services, programs, and projects offered at Northeastern Illinois University.

 

 
9. Provide Feedback On Our Portal And Services.
  • From the “Home” page, click the “Feedback” button to be directed to our UTS Support Site feedback survey. The survey allows users to give UTS feedback on topics such as ease of use logging-in and out, navigating the site, submitting a ticket to request a Service, tracking your support ticket, searching our Knowledge Base and any additional information University Technology Services might find useful.
 

 
To access the University Technology Services’ Help Desk Service Request Portal directly, use the link neiu.teamdynamix.com/TDClient. You may also copy this link and paste it into your favorite browser and bookmark it for later use.
 
If you have any questions, comments, concerns, or require any additional information, please feel free to contact University Technology Services Help Desk by phone at 773-442-4357 (Ext. 4357 from any campus house phone), or by Email at helpdesk@neiu.edu.
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Details

Article ID: 53378
Created
Sun 5/6/18 8:14 PM
Modified
Mon 11/21/22 10:50 AM