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 more.

You can also track the status of requests you have made, either directly via the Servicedesk website or by email, if the same email address has been used.

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

Contents

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

System Login

1. Enter servicedesk.cuni.cz address in your web browser.

   (Chromium-based browsers – MS Edge, Google Chrome are preferred)

2. Fill in your login credentials (CAS) in the login window

   
   

   

Profile Settings

• 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

   
   

   

Entity Settings

• 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 Option

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

   
   

   

Create a new request using a web form

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 button

   (Maximum attachment size is 10 MB, list of supported attachments can be found HERE)

   
   

   
   Ukázka otevřeného formuláře – Lokální podpora ICT – Nefunguje mi

   
   

View requests made by a web form

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 solver 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

Closing / Returning the request for a new solution

1. Closing the request is done by the client, if satisfied with the solution, use the Approve button – this 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 Reject – this 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 after 7 days from its resolution