Self-help Reporting System for IT Services

1. Introduction
2. How to use the Self-Help Report System
      a. Make Enquiry or Report Problem
      b. Provide Feedback
      c. Check Open Requests Status

1. Introduction

This is a self-help reporting system through which University staff and students can make an enquiry on using the central IT services being supported by us. Staff and students can login the system with HKU Portal UID/PIN to record their enquiry and provide feedback.  

The system can be found under HKU Portal (Campus Information Services -> Central IT Services -> IT Help) or through our web site under the Help menu at the top menu bar.
 

2. How to use the Self-Help Report System

a. Make Enquiry/Report Problem

1. After login, you will see the following menu.  Click "Request Now" on the right to make an enquiry or report a problem to us.

2. a. Enter your phone no. by clicking the link "Edit" (step 1).  A box will pop-up. Enter your phone no. in the corresponding field and click "Save".

    b. Add a brief summary of the enquiry/problem that you wish to report (step 2).

    c. Indicate the urgency of your enquiry/problem (step 3).

    d. Click "Submit" (step 4). 

3. Enquiries will be attended to within the same working day. Those received outside office hours and on Sat/Sun/holidays will be attended to on the next working day.

b. Provide Feedback

1. When a reported enquiry/problem is resolved, you will receive an email inviting you to fill in a survey.  Or you can fill in the survey through the self-help reporting system by the following steps.

2. Under the system, click "Answer Surveys".

3. Select the appropriate survey to fill in and click "Respond".

4. You will see 4 questions in the survey.  Answer by giving a rate and/or comment to each question.  Then click "Submit".  If the case is not yet resolved, you can click the button "Reopen the Service Request" and click "Submit".  We will contact you and review your case again.

c. Check Open Requests Status

You can check the status of your requests reported through the self-help reporting system. 

1. Click "Open Request"  

2. Select the incident that you want to view and click "Request Details".

3. You can see the details of your request logged.  You can also click "Activity Log" and "Process View" to review the status of your request.

a. Page showing the details of your request.

b. Page showing the Activity Log.  You can provide additional information related to your request. Notes or attachment can be accepted.

c. Page showing the process view for your incident.