Use this guide for assistance in submitting a Request via the Service Catalog section of the Help Desk. The Service Catalog contains items that have pre-established workflows such as:

  • Creation or deletion of accounts. 
  • Equipment upgrade and/or requests for loaner equipment. 
  • Meeting and event technology set up. 


Accessing the Service Catalog

Click Service Catalog to browse the menu of available options.



All Service Catalog items will display on the next screen. It is recommended to utilize the SERVICE CATAGORIES (A) section on the left to reduce the amount of forms shown: 

  • Accounts & Software: Modify account and email access; Email distribution lists; Request Software. 
  • Hardware & Connectivity: Report Lost Devices; Request loaner or new Equipment; VPN access. 
  • Event & Meeting Support: Request tech assistance for a meeting or event. 
  • Field Operations: Defunct - Out of date. 
  • Microsoft 365: Shared Mailbox/Distro creation; Microsoft 365 Group/Team; Employee Teams channel creation.


To begin a Service Request, mouse-over the icon and click on it, or select the Request Now button (B).



Finalizing a request

Begin by reading the item description found at the top of the screen (C), as some items have pertinent information that may be helpful in completing your Service Request. 


For most Service Catalog items, there are a few required fields:

  • Location: Select your physical location: Headquarters, NOC, TOC, Remote, Rebuild, or Field Operation (D). 
  • Overview of Request: Provide as much detail to assist Tech in resolving your request. This may include listing software names, cloud systems, equipment details, and more (E).

 
Each Service Catalog item has unique requirements based on the type of request. For example, an "Equipment Loan" request will ask for the Date Needed By and the Expected Date of Return of the gear (highlighted below). An "Event and Meeting Support" request will ask for the Date of Event as well as the location. 




Important note: Some Service Catalog items feature an Additional Items section at the bottom. These items may relate to the primary item depending on the nature of your request. 

For example, if an Event / Meeting Support request page is open, the Equipment Loan item will display in this section (as shown below). 
Since some events require the temporary use of technology, a requester can click this box to expand the selection and complete the secondary request for equipment at the same time as the Event / Meeting Support request.



Requests for someone else

Users may complete a Service Request on behalf of another staff member. Please be sure to CC the individual on the request. This way the submitter and user will receive updates.