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.

• How to find your IT support
• Using search
• Finding knowledge base article information
• Providing feedback on articles
• Requesting a new tag or knowledge base article
• Finding service pages for support
• Finding your tickets

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.

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Using search

Using the search bar

The search bar is a method in which you can search for knowledge base articles, service catalog pages, and any tags associated with articles. By entering a search keyword, you will be presented with a combination of results from knowledge base articles, service pages, and tags.

The search bar in the UO Service Portal allows you to filter between the knowledge base and service catalog.

• For more effective searching, select one of these options then enter your keyword(s).
• Additionally, you can insert a # character before your keyword(s) to search for article tags and your keyword(s) at the same time.

Using full search

If you know that you are looking for either a knowledge base article (for self-help guidance, how-to articles, etc.) or a service page (for submitting a help request ticket):

1. Select either Knowledge Base or Services from the top-level menu.
2. Upon selecting your preference, select the Search option on the secondary menu.
3. Enter your search terms within the Search field.
4. Select the Search button to initiate the search.
   

The search results will appear below the search options available to you. Some additional articles will be made available if you sign in with your Duck ID username.

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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 menu on the left of the search field and select Knowledge Base.
   
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.
   
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.
   

The search results are populated in order of how they are tagged, how they are categorized, by popularity, and by relevance. Click on the title link of your desired article to open it.

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Providing feedback on articles

In addition to searching for articles, if there are parts of the article that helpful or not, you can offer us your feedback. This helps us to better understand your needs and provides us with more information that can be used to follow up with you to find a solution. Since the knowledge base is a large, but limited resource, learning more about what you need helps us to write those more targeted articles or guide you to the resources you're looking for.

To provide feedback on an article:

1. Sign in to the UO Service Portal with your Duck ID.
2. Scroll to the bottom of an article to find the question Was this helpful? and select Yes or No.
   
3. In the Comments field that appears, provide an explanation as to what you're looking for in the knowledge base or what you feel is missing from an article.
   1. The explanation is optional but valuable information. We would greatly appreciate your insights.

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Requesting a new tag or a knowledge base article

If you are unable to find what you are looking for in the knowledge base, please let us know! There could be something we can do to help you find or create the article.

If you are searching for a particular article and cannot find it, it may be due to three primary factors:

1. You may need to sign in with your Duck ID to view all available articles for a given search result, or
2. The keyword(s) that you used are not associated with the article for one reason or another, or,
3. The article does not yet exist.

Submit a request and our team will work with you to either add the keyword(s) as a tag on an existing article or develop a new article.

Thank you for your help!

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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.
   
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.
   
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.
   

Tickets created from service pages are routed in two different ways depending on the service.

1. To your IT support team in accordance with your primary department affiliation (more often)
2. To the service owner(s) or manager(s) for a given service (less often)

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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.

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.

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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