FAQs Managing your ICT requests and incidents
Whether you need to get help with a broken printer, request a telephone line move or purchase a new laptop, the Service Portal caters for your needs. After you've logged a request, automatic workflows send your request directly to the relevant department in ICTS. You can then use the Service Portal 's built-in functionality to check the status at your own convenience. The detailed log shows you a record of every action taken - including which ICTS consultant is working on your request, what they've done and all your emails to the consultant.
You can also update your request at any time. For example, your request will be put on hold while a consultant waits for information from you. By viewing your calls, you can quickly spot the delay and provide the relevant details immediately. Or if you want to include additional information to your call or correct information that you previously provided, such as the cost centre information for a purchase, or a screen shot of the error you're experiencing, you can add these to the request. Such updates can assist ICTS to resolve your request more quickly.
The Service Portal is highly accessible, allowing you to log requests from your tablet, smart phone or other mobile device. Alternatively, a colleague can log requests for you.
If you have an ICT-related problem, chances are, somebody else at UCT has had the same issue. What's more, the solution might be something quick and easy which doesn't require expert intervention. To check if a solution already exists for your problem, search the extensive Knowledge Base in the Service Portal.
Your search will draw on the system's Knowledge Base, which contains articles base articles sourced from ICTS, Microsoft, Apple the Android self-help articles, that might lead you to a quick fix that won't require outside help. If you don't find the answer you're looking for, you can always log a call, in which case an ICTS consultant will be happy to assist.
In ServiceNow Service Portal, requests are classified into two categories:
- Incidents: Support requests and other services offered by ICTS.
- Orders: All items ordered through ICTS, such as hardware and software, telephones and additional mailbox space.
- Development requests: a request for ICTS to look at providing either a new service or a new system.
After logging your request, you can follow up on it using the links at the top of the screen.
Access your user profile by clicking on your name in the top right corner of the screen. The information in this profile is fed to the system from UCT's Identity Vault, which links various administrative systems at UCT, storing information about staff, students and third parties.
In order for ICTS to manage your service requests, it's important that your information remains accurate and up to date. This information affects other aspects of your experience at UCT (e.g. access to buildings and internet access) and it's essential that any outdated or incorrect information is rectified.
If any information is incorrect, please update it via the relevant channels:
- Update location information and phone numbers via the White pages.
- Update title, department and other information by submitting the necessary HR forms (HR101 for personal details and HR102 for change of appointment).
Once the changes have been processed, your information will be updated in the various administrative systems at UCT - including the Service Portal.