Using the IT Service Portal (How-to)

Overview:

From the landing page of the IT Service Portal you can explore the services that IT offers and find articles to guide you through technological tasks.
 
The site is divided into two main parts: the service catalog, and the knowledge base. The service catalog is the listing of all of the services offered to MSBSD by IT, and the knowledge base is full of how to guides to walk you through completing tasks, like connecting to the wireless network, or downloading software. You can browse the system without logging in, but you'll have to log in with your MSBSD AD username and password to make requests or to check on the status of open requests.

The Service Catalog:

Services

When you have an issue or need IT assistance, you must find the service that relates to what help you're looking for. You can explore services by:

  1. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both by clicking on the down arrow).
  2. Visiting the Services page.
 

Service Categories

  1. Services are organized into categories and in some cases, subcategories. You can also browse for services by name alphabetically.
 

Requesting a Service

  1. Once you find the service you need, click the Request Service button and you'll be prompted to log in (if you aren't already logged in) in order to make your request. By logging in, the system knows who you are and all of your contact information, so you won't need to enter it.
  2. You'll receive an email from the TeamDynamix system once your request has been made, you can communicate with the IT staff member(s) working on your request by either replying directly to the email, or by logging into the system and checking the Ticket Requests area.
 

Frequently Used Services

Have a service that you use all the time? Click the Add to Favorites button to add it to the My Favorite section. You will only see the option to favorite services when you're logged into the system. You can also remove services from the My Favorite section if you change your mind.

Add to Favorites

 

Sharing Services

Have a colleague who needs to make the same request? Click the Share button to email the service link to them. You will only see the option to share services when you're logged into the system.

Share Service

 

Checking on Open Requests

  1. To access your Open Requests, click on Services, then Ticket Requests. NOTE: You will need to be signed into the system before you will see ticket requests.
  2. You will then see a screen showing you all your open requests.
 

The Knowledge Base:

Knowledge Base articles

When you want to find how-to guides, you can browse the knowledge base articles by:

  1. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both by clicking on the down arrow).
  2. Visiting the Knowledge Base page.
 

Knowledge Base Categories

  1. Knowledge base articles are organized into categories and in some cases, subcategories.

Sharing Knowledge Base Articles

Have a colleague who needs the same information? Click the Share button to email the article link to them. You will only see the option to share articles when you're logged into the system.

Share a Knowledge Base Article

 

Rating Knowledge Base Articles

Found the article especially helpful? Or unhelpful? Let us know by logging in and providing feedback.

Rating a Knowledge Base Article

Details

Article ID: 49613
Created
Tue 3/6/18 8:21 AM
Modified
Wed 1/16/19 3:50 PM