This page will help you get the support you need quickly, as well as get the most out of the website’s features.
Looking for tips on tickets and approvals?
We have a second article outlining how to view and update tickets, as well as respond to any approvals that you may need to.
You can use the links below to jump to a particular section of this article or scroll through the whole article.
Video tour
Log in
To get access to everything the site offers, be sure to log in at the top of the page.
Simply click the button and enter your normal University username and password when prompted.
You’ll also be asked to authenticate with Duo.
Once all these steps have been completed, you’ll be taken back to the site and you’ll be ready to go.
Navigation
The main navigation is displayed at the top of the site.
In there, you’ll find dropdowns for different topics such as Connectivity and Access. There is also a link to the homepage.
Search
The easiest way to find the information that you need is to search for it.
As well as being on the homepage, search also appears at the top of every page.
Just type a search term in, and you can either search for that or click on one of the suggested searches related to it.
Quick Links
Everyone, whether they are logged in or not, will see the Quick links section on the website’s homepage. These will be tailored to you, and you will see different Quick Links if you are a member of staff or a student, or if you are not logged in.
This section will show links to pages that are regularly used by users of the site, and it may change based on time of the year or when there are other significant events happening.
Click any of the titles to be taken to the related page.
How to log a new ticket
Reporting an issue to IT
If you are experiencing an IT issue you will need to log in to the site to open a new IT ticket.
First, check to see if there are any Service Status alerts on the homepage. If there are, follow the guidance in the Service Status section.
We would recommend searching for related content in the first instance. Remember, if you are logged in to the site you will have full access to all content based on your role. You may find the answer you need on the site and this is the quickest way to resolve your issue. If you are still stuck, there are a number of ways to log a new ticket.
You can use Falco on the site or within Microsoft Teams. Falco will try to help you find content to resolve your issue first. If you are still stuck, tell Falco this didn't resolve your issue and if you are logged in Falco will help you log a ticket.
On every article on the site, there is a Something broken? section with a link to open a new IT ticket.
Lastly, you can use the search on the site to search for "open an IT ticket" to find a link to the form to create a new IT ticket.
If you cannot log in to the site, use the Can't login? Quick Link towards the bottom of the site. This will take you to a page with advice on resolving account issues and a form you can complete if you still cannot login.
Requesting something new
If you need to request something from IT such as new software or equipment you will need to log in to the site.
Use the navigation options or the search facility to search for what you need. For many common requests there will be a specific request form you can complete. For example, if you need a new Microsoft Team to be created there is a specific form you can complete.
You can also use Falco on the site or within Microsoft Teams. Falco will try to help you find the specific request you need.
If you cannot find what you are looking for, you can submit a general request to IT.
On every article on the site, there is a Related requests section with a link either to specific request forms related to the article content or a general Submit a request option. Use the Submit a request option to submit your general request to IT.
Favourites
Once you’re logged in, you can add an item to My Favourites as you browse by clicking the heart icon near the title of any article or request form. The heart icon should become filled when clicked indicating that it has been added to your favourites.
Your favourites can be viewed by clicking My Favourites at the top of the page.
When My Favourites is clicked, a side drawer will open displaying a list of some of your favourited articles and request forms.
Clicking See All will take you to the My Favourites page, where you will see all your favourited articles and request forms.
By default, the My Favourites page will show all the items, sorted by date added (newest to oldest), in a card view. You can filter or sort by using the select dropdown.
To display the items in a list, click the List View button.
To remove an item from My Favourites, click the filled heart icon on the article or request form in question. The icon will then become blank indicating that the item has been removed. You may need to refresh the page to remove it from My Favourites.
Recommended for you
On the homepage, if you’re logged in, you’ll see a Recommended for you section.
It will display a variety of request forms and articles that are recommended to you based on what is most frequently used. This list will also be tailored to you, you will see different results if you are a member of staff or a student.
To access any of the recommended request forms or articles, simply click on the title.
You can also favourite anything listed in the Recommended for you section by clicking the heart icon next to each of the cards.
Service status
Service status updates, upcoming maintenance, security alerts and other important messages will be displayed in a banner on the homepage.
To view more details, click the message to visit the Service Status page entry.
You can view all updates by clicking Service Status in the breadcrumb trail, above the page’s title.
To go back to viewing more details about a specific outage or interruption, click the More Details button next to its listing on the Service Status page.
Sometimes a service issue may be affecting you – you can log this by clicking the I’m affected button to quickly tell us you are experiencing the stated issue.
When the button has been clicked a window will pop up. Simply click the log a ticket button to create a ticket and tell us that you have been affected by the issue in question and receive updates on this automatically.
Announcements and news
Whether you are logged in on not, you will be able to see the Announcements section on the homepage.
Here we will share announcements, IT news and useful links to relevant pages on this and other sites within the University. You can use the left and right arrows to scroll between the items.
To view more details, click the Read More link to be taken to the related page.