Getting Started with the UO Service Portal

Overview

The UO Service Portal is available for all faculty, staff, and students associated with the University of Oregon to view knowledge base articles, submit tickets through service pages, and for technicians to communicate to you through those tickets.

This article is intended for faculty, staff, and students who are seeking information and support about university applications and IT services and will showcase how to find your IT support staff and how to navigate through the service portal to find the information or the service support that you need. Click the links below to go to a different section.

Prerequisites

While the UO Service Portal does allow some articles and features to be available for everyone, you will need to sign-in with your Duck ID in order to view most of the knowledge base content and access service pages for submitting request tickets for support.

How to find your IT support

If you would like to talk or chat with someone about your questions, there are staff available to provide guidance and support.

  • For students, you can contact the USS-Technology Service Desk (Tech Desk) by phone or live chat.
  • For faculty and staff, you can contact the Tech Desk by phone or live chat, and any additional IT support for your department from the service portal's home page.UO Service Portal with Service Desk Information highlighted.

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Finding knowledge base article information

The service portal has an ever-growing knowledge base that will guide you through the details of the software applications within the Information Services service catalog. The articles vary between how-to articles, frequently asked questions, and detailed overviews.

In order to find what you are looking for, you can go one of three different ways:

  1. Go to the search bar at the top of the service portal home page, enter your search terms, then click the magnifying glass button. Note: You can filter the search results by selecting the search drop-down on the left of the search field and select Knowledge Base.
    UO Service Portal home page with the search filter and bar highlighted
  2. You can choose the Knowledge Base option from the main menu at the top of any page. Clicking this link will bring you to a page categorized by subject matter.
    UO Service Portal home page with the Knowledge Base link highlighted.
  3. You can select one of the buttons based on your affiliation. This will lead you to a different page that combines knowledge base articles and service pages organized by category. Select Self-Help to look at knowledge base articles within that category.
    UO Service Portal Help for Faculty and Staff page with a self-help link highlighted

The search results are populated in order of popularity and relevance. Click on the title link of your desired article to open it.

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Finding service pages for support

The service portal features a catalog of service pages that explain the extent of the provided service, any prerequisites for using it, and how to submit a request ticket for additional support.

In order to find what you are looking for, you can go one of three different ways:

  1. Go to the search bar at the top of the service portal home page, enter your search terms, then click the magnifying glass button. Note: You can filter the search results by selecting the search drop-down on the left of the search field for the Service Catalog.
    UO Service Portal home page with the search filter and bar highlighted
  2. You can choose the Services option from the main menu at the top of any page. Clicking this link will bring you to a page categorized by subject matter.
    UO Service Portal with the services link highlighted
  3. You can select one of the buttons based on your affiliation. This will lead you to a different page that combines knowledge base articles and service pages organized by category. Select Request Help to go to the associated service page.
    Help for Faculty and Staff page with a request help link highlighted

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Finding your tickets

After you submit your tickets requesting additional support from IS technicians, you can view them by going to the service portal home page and selecting the View My Tickets button. This will take you to a page that showcases your active tickets by default. You can add or edit search criteria through the filters above the list.

UO Service Portal home page with the View My Tickets button highlighted

For example, if you would like to refer to a closed or completed ticket that had some useful information, you can select the Status Class drop-down menu, ensure that Completed is checked, and see the results in the list below.

UO Service Portal Ticket Requests with Completed tickets highlighted

  1. Select the Completed checkbox within the Status Class drop-down menu and uncheck every other box.
  2. Click the Search button.
  3. View the results below in the populated list.

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Details

Article ID: 133734
Created
Mon 6/28/21 2:07 PM
Modified
Thu 7/21/22 12:36 PM

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