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Logging support requests online

The Service Portal ensures you to get services and assistance from ICTS in the most efficient way possible. The Service Portal allows UCT staff members and students to log support calls, place hardware and software orders and manage their ICT requests from a single web page

 

Service Portal 

Until now, most of you have been contacting the IT helpdesk by phone or email to log calls, or to request services and place development requests. To order hardware or software, you have placed orders with our Acquisitions department.

Now you can do all of this and more online, using ICTS’s new Service Portal.
 

What can you do in the Service Portal?

The Service Portal is an all-in-one service solution. You can:

  1. Order hardware and software from the Service Catalogue
  2. Request services (such as a telephone extension) from ICTS from the Service Catalogue.
  3. Find your own answers to problems or queries, using our extensive knowledge base or using the search function which presents easy-to-follow solutions sourced from ICTS, Microsoft, Apple and Android.
  4. Log a call for assistance and track your existing calls to see their progress.
  5. Submit development requests for ICTS to consider providing a new service or system.

 

Benefits of using the Service Portal

  • The Service Portal is available 24/7, so you can log a call or solve your own problem anytime.
  • Due to automated backend processes, most online requests are handled more quickly.

 

How do I access it?

  1. Navigate to ServiceNow Customer View via  https://uct.service-now.com/sp or the Log a call button on the ICTS website.
  2. On the login screen, enter your UCT credentials then click Login.
  3. You will now have access to the user interface where you can begin by typing a keyword relating to your issue into the search bar, or go to the service catalogue and select the relevant option relating to your requirements.

NOTE: If you are unsure about which option to select, click on the Get Help option on the homepage. 

 

Using the system

Managing and checking calls

  1. Log on to https://uct.service-now.com/sp
  2. The home screen opens:
    • To check the status of calls you've logged with the IT Helpdesk, select My Open Incidents. You can then check the status of the calls you have logged by clicking on the call description.
    • To check the status of items you've ordered, select My Orders.
  3. The relevant page (My Open Incidents or My Orders) will open, listing all your active requests, along with basic information about each request:
    • To get more detail on the status of your request, or to update the request,
      • Review the request details in the right-hand column of the page.
      • If necessary, update the request information or send a message by typing your message or query into the textbox at the top of the page.
      • When you've finished updating the request or typing your message, click Send.

 

Place hardware and software orders

Using the Service Catalogue, you can click on the Hardware and Software Acquisitions tab on the left-hand side of the page and place orders for any of the hardware and software listed in the catalogue.
 

Place service orders

You can also place service orders from the Service Catalogue by reviewing available services in the left-hand column on the homepage and selecting the service you require.

 

Self-help

From the portal you can also view a collection of knowledge base articles which are sourced from ICTS, Microsoft, Apple and Android self-help articles. These self-help articles will help you solve your IT issues by yourself, with easy-to-follow steps and explanations.

Either type a query into the search bar on the homepage of the portal, or click on the Knowledge Base option and search for the subject you require help with.

 

Place development requests

You can use the ServiceNow interface to submit development requests for ICTS to look at providing a new service or system.

 

Help and queries

Should you have any questions get help via the portal, call us on x4500, or email icts-helpdesk@uct.ac.za.

Please view these instructional videos to assist you in learning to use the Service Portal and find out more about the benefits of the system and how to use it.