For Staff> IT Support> Self-Service

IT Self-Service Web Interface

The IT Service Centre's IT Self-Service web interface allows you to submit your own requests to the IT Service Centre. It also allows you to view and update existing requests and search an IT knowledge base.

Current Users of Self-Service

Presently, only the following faculties are using the self-service interface:

  • Medicine
  • Chancellery
  • Faculty of Arts & Social Sciences
  • COFA
  • Library
  • Facilities Management
  • UNSW IT

This list will be updated as new faculties are added.

Logging into IT Self-Service

Click the link below to log into the IT Self-Service web interface. Your username is your z number in the form of a 'z' followed by your staff ID as in z1234567 and your password is your zPass. Once you log in you will see the interface illustrated further below.



How to Submit a Service Request

If you wish to obtain something such as new software or hardware, access to a service, change your level of access or you require information or assistance regarding a service you submit a Service Request. To do this click the Create a new Service Request button in the 'Request Support' area (illustrated below). If your request relates to a failure in IT Infrastructure, such as a fault in your computer or a UNSW online service, you should instead submit an incident notification, below.

Typical service requests:

  • Install/udpate/configure software on your computer
  • Get access/change access level to a server, or online service
  • Get assistance in using software or online application

How to Submit an Incident Notification

If you want to report that something you were previously using now no longer works or has developed a fault (such as an application, internet connection, email, telephone etc) you submit and incident notification. To do this click the Create a new Incident button in the 'Request Support' area (illustrated below). If your request relates to something you wish to obtain, get access to or change, submit a Service Request as above.

Typical incident notifications:

  • My work computer/application won't start/launch
  • The network/telephone line seems to be down
  • I can't access my email/file server/printer
  • I can no longer log into online system (eg myUNSW, my eLearning Vista)

How to View your Existing Requests and Incidents

Refer to the following areas as illustrated below:

View existing Tickets allows you to access and review the progress of Service Requests and Incident tickets already raised (active and closed).

Search by Ticket number allows you to search for existing tickets (active and closed). You can find ticket numbers in the emails you receive when a ticket is created.

CASD Main Screen

How to Search the Knowledge Base

The section Search for a Solution (top right, above) allows you to search for a solution to an issue you have using key words. This area also allows you to view Bookmarks you have already set and to submit new solutions to the Knowledge Base, as below:

  • To search for an existing solution enter keywords in the Search for a Solution field, then click th 'Go' button
  • To view your Bookmarks, click the My Bookmarks link. Bookmarks can be added or removed using the link on the Knowledge Document window
  • To submit a new solution click the Submit Knowledge link, which opens the Submit Knowledge window