How to reach the Service Desk
You may reach Ursuline's Service Desk Portal at anytime by visiting: https://servicedesk.ursuline.edu
What does the Service Desk Portal have to offer
- Services Tab (Or Click on Browse The Service Catalog Button): This is where you can browse our service catalog. The service catalog provides you with pre-made fill-able forms that will gather all the information we will need to address your issue or concern. Once you fill and submit the form, the form gets assigned directly to the responsible IT personal. In contrast, tickets submitted through email sit in a central queue for further processing.
- Knowledge Base (Or Click on Browse The Self-Help Documents Button): This is where you will find Self-Help and “How-To” documents. These documents are designed to provide you with clear step by step instructions on how to accomplish a task or fix a problem. Please browse it before you open a ticket if you have the time! A Knowledge Base is a constantly evolving repository of documents that will be improved upon all the time. If you find any important documentation missing from the portal, please let us know and we will make sure to add it!
- My Tickets: View information about your current open tickets. More information on this view below!
Service Catalog
To get started with using our service catalog, click on the “Services” tab or on the “Browse The Service Catalog” button. Choose the desired category, then choose one the services under that category.
- You will be presented with a description and some important information about the service.
- Click on the “Fill Help Request Form.” (This wording may change based on the service)
My Ticket View
- You can view your “My Tickets” view by clicking on the button the "My Tickets" button on the portal's home page or by clicking on the “Ticket Requests” button in the “Services” view.
- Your open tickets will be listed in here. Click on the ticket title to view more information.
Ticket Details View
- If you change your mind or if you manage to fix the issue before IT can reach out to you, you can cancel the request by clicking on the “Withdraw Request” button.
- You can leave a comment or an update to the responsible technician by clicking on the “Comment” button, type your comment, and click “Save”.
- Communications sent to you from IT will appear in the feed.
Email Communications
- When you create a ticket through our Portal or email, you will receive an acknowledgment as an email. You can reply back this email to update the ticket or notify the responsible technician with any updates. You can also attach screen-shots or files within your reply.
- When the responsible technician can also reach out to you, you will receive an email that will include the technician notes. You can reply back this email to respond to the technician.
