Office of Information Technology

Self Service Frequently Asked Questions

You can submit a request directly to the OIT Support Center through Self Service. 

Submit a Request


General

What are the Supported Browsers for OIT Self Service?

The supported browsers are Internet Explorer 8 and Firefox 3.x.  Safari 5.x has been tested by OIT and functions but is not officially supported by the vendor.

Can I use the browser navigation buttons instead of the internal application buttons?

Navigating the self service screens should be accomplished using the internal navigation buttons for the application and not the navigation options with the browser. Failure to use these internal buttons can cause the application to produce errors.

Does Self Service Time Out?

Self service will disconnect after 45 minutes of inactivity.


Service Requests

How do I determine the status of my request?

To determine the status of your request, login to self service and select the option of request you want to look for (open or closed). Then select “Find a Request”. A screen appears with a list of the open or closed service requests entered under your UA user id. The status of each request is in the last column of each entry. For open requests, the status is either Open-Idle (request is assigned to the OIT Support Center) or Open- Linked (requests is assigned to a 2nd-line OIT department).

Should I submit a crucial or high priority request through self service?

No. Crucial or high priority requests need immediate attention. The best way to get this immediate attention is to call the OIT Support Center at (907) 450-8300 or 1-800-478-8226.

How do I search for an open request?

Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select “Search” button at the bottom of the screen. The screen appears with all open service requests entered under your University of Alaska user name. The status of each request is in the last column of each entry. For open requests, the status is either Open-Idle (request is assigned to the OIT Support Center) or Open- Linked (requests is assigned to a 2nd-line OIT department.

How do I search for a closed request?

Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Closed” and select “Search” button at the bottom of the screen. The screen appears with all closed service requests entered under UA Username.

How do I update an open request?

Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select the search button at the bottom of the screen. A screen appears with all open service requests entered under your University of Alaska user name. Locate the request you want to update and open it by selecting the service request number in the first column. Once the request is opened, enter your updates in the customer updates section and select submit at the bottom of the screen.

Can I reopen a closed request?

Yes.  Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “closed” and select the search button at the bottom of the screen. A screen appears with all closed service requests entered under your University of Alaska user name. Locate the request you want to reopen and open it by selecting the service request number in the first column. Once the request is opened, select resubmit at the bottom of the screen. On the next screen provide the reason(s) why you are reopening the request in the description field and then select submit at the bottom of the screen.

How do I close a request?

Login to self service and select “Find a Request”. On the next screen ensure the status field defaults to “Open” and select the search button at the bottom of the screen. A screen appears with all open service requests entered under your University of Alaska user name. Locate the request you want to close and open it by selecting the service request number in the first column. On the next screen select the close this req button at the bottom of the screen, indicate why you are closing the request, and then select the submit button at the bottom of the screen.

What should I put in the description of my request?

Your request description should include all pertinent information concerning your technology request. Examples include the operating system (Windows XP, Mac OS X) computer/machine name, and specific error message or problem you are having. Also, preferred contact information and anytime that you are going to be unavailable for contact is helpful for our technicians who are trying to reach you.


Other Questions

Where does self service pull my contact information from?

OIT Self Service displays your contact information directly from the UA Enterprise Directory (eDir). If your information is incorrect, you will need to login to eDir to correct it.

Can I see other people's requests?

The only requests you are able to see are open or closed requests entered under your University of Alaska user name.

What is "preferred method of contact"?

Preferred method of contact is the method you would like OIT to use when contacting you about your request.

How do I know what my service request number is?

1. On the screen

After you click “Submit”, you will be taken to a screen where at the top left part there is a Unique ID. The value in the Unique ID filed is the service request number..
 
 
2. Email notification
You will receive the following email notification:
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OIT Support Center:  Request #SD123456 has been added.
 
Dear Customer,
 
Thank you for contacting the OIT Support Center. Your issue has been assigned service request number SD123456
 
Request Description:
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The description of your request….
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Your request number should be retained for reference purposes. We will help resolve this issue as quickly as possible and your patience is greatly appreciated.
 
Please do not respond to this email. Should there be any further questions or queries, please contact the support center with the assigned request number.
 
Sincerely,
OIT Support Center
(907) 450-8300 or 1-800-478-8226
3. helpdesk@alaska.edu
http://www.alaska.edu/oit
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Who is Level Two Support?

Level Two Support is a 2nd-line OIT department the Support Center has escalated your request to. This department is responsible for resolution or escalation to Level Three Support, in most cases an application or hardware vendor.


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