Zentraler Informatikdienst

Creating and editing request

For:  students    employees

This user guide will help you to create a request in the Servicedesk and edit it later.

Requirement

A valid u:account UserID

Creating a request

  1. Open Servicedesk  – Anmelden (login)
  2. Navigate to form
  3. Fill in form – Create

Detailed user guide

1. Opening Servicedesk

  1. Open the Servicedesk.
  2. Log in with your u:account via the Anmelden (login) button in the top right corner.
  3. Select the desired area or navigate to the desired request form.

2. Finding form

This is how to navigate in the customer portal:

  1. Menu symbol: Changing between the areas
  2. Navigation tab: Switching to higher levels
  3. Logo of the University of Vienna: Switching to the homepage of the customer portal
  4. Search: Searching for forms (enter desired keyword)

3. Filling in form

  1. Fill in the form fields.
  2. You can additionally share the request with other people (field Anfrage teilen mit/Share request with) or add an attachment.
  3. Click Create.
Note

Users who are also agents, i.e. who answer and edit requests, can create requests on behalf of other users. To do this, use the field Diese Anfrage stellen für/Raise this request on behalf of.

After you have created the request, you will receive:

  • an overview of your entered details
  • an e-mail confirming that your request has been created

To top

Checking and editing your request

  1. Open Servicedesk – Anmelden (login) – profile picture – Extended Request View – click request summary
  2. Options: disable notifications, share request, cancel request, add comment, check status

Detailed user guide

1. Checking your request

  1. Open the Servicedesk.
  2. Log in with your u:account via the button Anmelden in the top right corner.
  3. Click the profile picture in the top right corner and select Extended Request View.
  4. In the sidebar, you can set whether only the open or only the closed requests are displayed.
  5. Click the desired request in the column Summary.

2. Editing your request

Via the buttons on the right you can:

  • disable notifications, when your request changes
  • share the request
  • cancel the request

Via the comment field, you can add information or an attachment.

On the right, next to the subject line of the request, you can see if the request is open, pending/waiting for reply or closed.

Note

You can also add a comment to an already closed ticket. The status of the ticket will then automatically change back to open.

Video (in German)

Duration: 5:25 minutes

Content:

  • Navigating the Servicedesk (customer portal)
  • Creating a request
  • Editing a request
  • Overview of personal requests
  • Searching for a form