Support Portal Parts
The Support Portal is used by various departments to provide information on how to perform unique or common tasks, troubleshoot issues, and take in work requests. It is divided into two main parts, the Service Catalog, which allows you to enter a work request or help ticket, and the Knowledge Base which contains hundreds of troubleshooting and self-service articles for various software and functions across campus. This article will walk you through some of the Support Portal's highlights.
Service Catalog
Service Categories
Requesting a Service (Submitting a ticket)
Adding your frequently used Services to Favorites
Viewing Open Requests
The Service Catalog
When you you have an issue or would like assistance from IT or other campus support teams, you need to locate the service that relates to what you need. You can navigate and explore available services by:
- Clicking on Submit a Request
- Clicking on the Services menu item
- Searching for a topic using the search field. (You can search for services, knowledge base or both by clicking on the small disclosure triangle next to the globe icon).
Service Categories
Services are organized into categories, and sometimes sub-categories. You can browse through the catalog in category view (shown blow). Categories are usually sorted alphabetically however more important categories may appear at the top of the list depending on the time of year or area of focus.
Requesting a Service (Submitting a ticket)
Once you locate the service you need, open the page. There will be some information pertaining to the specifics about what can be requested; who can make a request, what the request will be for, how long it might take to resolve, etc. This is good information to read as there could be further important instructions. There will also be one or more action buttons available to you on the page. The action buttons are on the right-side of the screen if you're viewing the portal from a computer and at the bottom of the page if viewing from a mobile device.
The top button (or buttons) appearing above the Share button will allow you to create your request. The button titles will vary depending on the service being requested.
If you are not logged in you will be prompted to do so in order to submit the request. By logging in, the system knows who you are and can add some information so you don't have to as well as track all of your requests together.
You will receive an email from your request letting you know that the ticket has been created.
To view your active and open requests, you can click on the Ticket Requests menu item at the top of the page. Note that you will only see this option if you are signed in to the Support Portal.
Adding your frequently used services to your Favorites
If there is a service you use frequently, you can add them to your favorites so you don't have to search for them over and over again. Once you've located a service you use often, click Add to Favorites to add it to your list of favorite services. To view the list of favorites, click on My Favorite from the menu bar. Your favorite services will then be listed.
Sharing Services
If you have a co-worker or colleague who may use the same request(s) that you do, you can share the service you located with them. Click on the Share button to email the service link to them.
Note: You will only see the "Share" button when you're logged in to the system.
Checking on Open Requests
- To access your open requests, click on the green My Requests button on the home page at https://support.bowdoin.edu. If you are not logged in, you will be asked to do so when you click the button.
- You can also access your requests by clicking on Ticket Requests in the menu bar on any Service Catalog page (when you're signed in).
Hint: You can check the box next to "Include requests from my accounts/department" to view all requests entered by anyone in your department