Introduction:
Computer Centre has a wide range of service offering to all NUS users. Through an easy-to-use self-service IT Service Request Portal, selected self-services are exposed to NUS Community to facilitate request submission, issue reporting and status tracking.
Requests that require support from requestor’ manager is triggered through automated approval workflow. For clarity, this document layout the instructions based on requestor’s and approver’s perceptive.
Logging in and Navigating the IT Service Request Portal
1) Go to the following URL: https://myitservices.nus.edu.sg/arsys/ 2) Login with your NUS account and password.
When you successfully login as a Requester, you would view the Home Page. The Home Page in Self Service Portal has much useful information which enables you to take necessary actions. Based on the configurations enabled by the administrator, the following features are available on the home page.
1. Need Attention:
This window would give details on the request which requires your attention as a Requestor. Whenever an approver needs a further input from the requester he can write the same in the activity log of the request and the same shall be visible to the requester in the Needs Attention count. Needs attention block displays following details
2. Drafts:
This gives the number of Service requests that were saved but not yet submitted. Requesters have an option to save the requests for some input and submit them at a later point. Draft blocks displays following details:
3. Open Requests:
This window will give details of all Open Request submitted as a Requestor. As a requestor you can navigate based on the request iD and status of Open Requests. Open Request blocks displays following details:
4. Since Last Visit:
This window would display submitted request on your last visit to IT Self Service Portal. Since last visit block displays following details
5. Popular Services:
This window displays list of segregated view of popular services based on the Service category under IT Self Service Portal. You can submit the request based on your requirement.
As Requestor:
A. Submitting a Service Request:
1. Browse the categories under IT Service Self Service Portal 2. List of categories under IT Self Service Portal
No. Categories Service Request
1 Virtual Machine VM Commission / Decommission and Resource Modification
2 Printer / Notebook Loan Notebook, Network Print Queue
4 PC Setup PC Restoration Request
5 Application Request Service ISIS Access, ISIS Integration Script, ISIS Project Migration, SCM Access
6 Content Sharing and Archival Sharepoint Quota Request, Sharepoint Site Creation, WCM Application Access, WCM Branch Creation, WCM Branch Deletion
7 Web Hosting .NET-Application Access, .NET-Urgent Deployment, .NET Error Logs, LAMP Consultation, WebComm Requests
8 Account Management ADM/Service Account, Create Box Account, Delete Box Account
9 Operational Requests Backup/Restore, Server Commissioning, Server Decommissioning, Shared Folder Operations
10 Network Services Bandwidth Request
11 PMO Requests PMO Request
3. Select the required service as per your requirement by navigating to the categories on the portal. As mentioned below we have selected “Email, ETC” service to submit a request.
4. Select one of the above services in order to log a Request, in this case we have selected 'Delete Distribution list', below window opens up on clicking 'Delete distribution list.'
5. Follow the instructions on the service request template and fill up required information. 6. If required, you can Attach Files to the service request. To attach a file,
Click Attach File button and browse through the files. Click Open in the File Upload pop-up.
Click Attach File button. The file is attached to the service request with the file name and size. A delete icon is present to delete the file.
7. Click on Summary button to view the summary of the Service request. 8. Click on Save As Draft to save the Service request
9. Click on Submit to submit the service request for provisioning. B. How to track submitted Request:
1. Once the request is submitted a unique request number is given to the submitted request. You can track your request under “Open Request” window of your IT Self Service Portal home page. See the screenshot below
2. Click on desired request to view the details of the request i.e. Approval process, Process View and activity logs of the request
3. Some requests require approval from NUS business owners. To know the approvers for your request, click on “Approvals” tab of your request if your request is pending approval.
4. You will notice the various status values such as Planning, Waiting Approval etc
Planning - Planning would denote that the service you request is already being planned.
Waiting Approval – This status means that your service is pending the necessary approval(s). Once approved the service would move to Planning.
6. Approved request automatically triggers ticket number for provisioning team to work on your request. You can view your ticket number for your service request by clicking on “Process View” tab of your Service Request.
For Service Request Approvers:
1. On submission of request in Service Request Portal, email notification is trigged to concerned approvers to approve the request. See sample notification below
2. Click on the link in email notification to access “Approval Central” for approving / rejecting concerned request. Login to approval central using your NUSNET ID and Password
3. Approvers can also access Approval Central by login to IT Service Portal using NUSNET ID and
4. Approval Central will shows the list of request pending for your approval. You can also click on pending Approvals option on left pane of Approval Central to view the requests that need your approval as shown below.
5. Select the request that you want you approve and click on More details to view the details of the request:
6. After selecting the required request you can perform following actions on the request:
a) Select All – By clicking this option you would select all request in your approval central for approval / rejection.
b) Deselect All – By clicking this option you would deselect all requests in your approval central for approval / rejection.
c) Approve: By clicking this option you would approve the request selected. Once approved the request would be forwarded to next approver in line (if needed) or would trigger back end fulfillment process for concerned resolver group to provision the request.
d) Reject: By clicking this option you would reject the request selected. Once the request is rejected an email is triggered to requestor to resubmit the request if required.
e) Hold: Approvers have option to hold the request by clicking this option. Request can be put on hold if there is any dependency on other teams based on the request submitted by the requestor. f) Reassign: If the request is incorrectly assigned for approval than approvers can either reject the
request or can reassign the request to correct approver.
g) Approval Details: This option would show details of the approvers in the particular request. 7. Once the request is approved the record is automatically removed from the pending approvals
