How to enter a service request












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            Servicedesk is used to enter requests and queries on various topics.

            You can find areas such as IT, HR and Object Management, as well as Open Science and much 
            You can also track the status of requests you have made, either directly via the Servicede
            email, if the same email address has been used.

            You can comment on requests at the same time, add attachments and close them.






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            * Contents
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            System Login
            Profile Settings
            Create a new request using a web form

            View requests made in a web form
            Closing / Returning the request for a new solution






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            * System Login
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            1.Enter servicedesk.cuni.cz [ URL "http://servicedesk.cuni.cz"] address in your web browse
              (Chromium-based browsers – MS Edge, Google Chrome are preferred)
            2.Fill in your login credentials (CAS) in the login window







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            * Profile Settings
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            • Profile determines the permissions for allocating elements in the helpdesk

            • Default set profile is Helpdesk-Employees

            1.Click the icon with your initials in the upper right corner

            2.Open a list of profiles under your name
            3.Select the profile you want







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            * Entity Settings

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            • Entity determines under which entity the request is entered and who gets it
            • Entity is set automatically according to the profile

            • Only users working or studying on multiple units/faculties will use the Entity Change Op

            1.Click the icon with your initials in the upper right corner

            2.Open an Entity List under the profile list
            3.Expand Subordinate Entities
            4.Select the Entity you want







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            * Create a new request using a web form
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            1.Set up a profile for Helpdesk-Employees, or Helpdesk-Students

            2.Select the Seek Assistance option in the upper bar

            3.Select the appropriate form category in the Category panel


            4.Select the appropriate form type



            5.Fill in the form (optionally insert an attachment – if applicable) and click the Submit 
              (Maximum attachment size is 10 MB, list of supported attachments can be found HERE [ URL

              cunicz.sharepoint.com/:b:/s/uvt-podpora/EUouiYHCpLFEhUHixFFe0sABxUTsIHz4TIVD9dnNJORV4Q?e








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            * View requests made by a web form

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            1.Select My requests for assistance in the top bar


            2.Here you can see an overview of your requests, their status

            3.Request status


                                                      New - New request not yet assigned to any solver

                                                      Processed (assigned) - Request assigned to solve
                                                      or group of solvers

                                                      Processed (scheduled) - Scheduled or deferred
                                                      request

                                                      Waiting for processing – suspends the time of
                                                      the solution according to the contractual terms

                                                      (SLA), set by agreement with the sponsor

                                                      Resolved - Resolved request

                                                      Closed - Request closed by the sponsor when
                                                      satisfied with the solution, or automatically

                                                      after 7 days from resolution




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            * Closing / Returning the request for a new solution

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            1.Closing the request is done by the client, if satisfied with the solution, use the Appro
              will transfer the request to the "Closed" state


            2.If the client is not satisfied with the solution, it can reject it after giving a reason
              will transfer the request again to the "Processed (assigned)" state


            3.If the solution is not approved by the client, the request will close automatically afte
              its resolution