OIT Support and Information Portal Overview
Index
- Portal Content
- Logging in to ServiceNow
- Requesting Technology Services
- Searching the Knowledge Base
- Creating a new Incident
- Checking the status of your Requests and Incidents
- Using the live Chat Function
Portal Content
From our portal you can view information about SLCC technology services as well as request assistance from the Information Technology Staff. The simplest way to get started on our site is simply to type what you are looking for in the search box, however there is a lot of other great information here as well. Below is an image of the OIT Portal homepage with key areas highlighted:
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Logging in to ServiceNow – ADFS Login
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Most of the ServiceNow site doesn’t require a login, however if you try to request services, initiate a new incident, or check the status of your open requests you will be prompted for a login. This will take you to the SLCC federated login page that allows you to be authenticated. Sign-in using your SLCC username and password using the following format: Staff/Faculty/Adjunct: [UserName]@slcc.edu Students: [UserName]@bruinmail.slcc.edu |
***Staff/Faculty/Adjunct: Please note that the login format looks similar to a college email address, but is not using the [FirstName].[LastName]@slcc.edu format. Please use the format [UserName]@slcc.edu as shown above.
Requesting Technology Services
With the ServiceNow platform we treat requests differently from incidents (services vs issues).
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To initiate a request, click on “Request something”. There are options to see the entire Service Catalog, or to see a filtered view of the catalog depending on your role at SLCC (Staff, Faculty, Students). We will be continually adding to this section of the site as we add specific services to the site. |
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Service Request Forms and the Shopping CartSome services may have information about how you access existing services, while others will prompt you with a form to fill out to initiate a service request. These are similar to an “order” form where you will fill out the needed information and then select “Order Now”. Once you select the Shopping Cart, add any additional information and click “Select Order”
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Searching the Knowledge Base
From the Knowledge base page you can search for or browse different articles and training on the OIT portal. To search, simply type the information you are looking for. To browse topics, you can either select from the frequent topics in the body of the page or select from the topics listed on the right side of the page. Clicking on the topic itself brings up all the items under the topic. Clicking the plus “+” sign next to the specific topic brings out any subtopics to you can use to filter items.
| Once you select an article you can also select to print it, or provide feedback to help us improve the articles as well. |
There is also a “permalink” on the bottom of the page you can copy and use to share a specific knowledge article with others.
Creating a new incident
To create a new incident report, click on “Report an Issue”. This will bring up the incident request form. You can then fill out the form with information regarding the issue you are reporting.
Important Points
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Business Service Field
This is not a mandatory field, however can help the IT department route your issue to the correct location and also assists in our planning for training or documentation for services requiring frequent assistance. If you don’t fill in this form, someone from IT will complete it later. You can click on the magnifying glass next to this field and view possible data for this or search for the appropriate IT service to associate with your issue.
Checking the status of your Requests and Incidents
| By clicking on the “My Tickets” link you’ll be taken to a page with information on both your open and closed Incidents and Requests. From here, you can check on the status of your request and also update the ticket with additional or new information that you may have to help resolve your problem. |
Updating, Closing or Reopening Existing Incidents or Requests
To update an incident or request, click on the link to the desired item. From this form you can:
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Using the live Chat Function
During normal help desk business hours you can start a chat session with a help desk technician to try and resolve your request. At the top of the OIT portal, you’ll see one of the two below icons:
If the “Live Chat” icon is available, you can click it to start a chat session. You can then type your initial question to actually start the chat and you will be given your position in the queue.
Using the Chat WindowYou can then work with the technician to help solve your issue. If the technician cannot solve your issue, they will be able to copy the text of the chat into a new incident request for you. |
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Chat Window PreferencesYou can also click on the gear icon in the bottom left of the chat window. You can then select any preferences and select “update” to save your changes. |