Body
Question
- How do I use the WSU Service Portal?
Answer
The WSU Service Portal, also known as the "portal", is for faculty, staff, and students. From the portal, users can request Services (including how to submit ticket requests and see how your submitted tickets are progressing towards resolution) and access self-help Knowledge Base articles. For best results, be sure to Sign In.
Access
Access to the WSU Service Portal has been configured to use single sign-on authentication. You will log in with your StarID and password. If you are unable to login, you will need to contact Tech Support (techsupport@winona.edu) or call 507.457.5240.
Applications you may be able to see
| Applications |
Brief Description |
| Home Page |
The main landing page for the public-facing portal. Key information here may include: Welcome message, frequently requested services, additional information for faculty, staff, and students, and how to find self-help. |
| Services |
Services offered by Creative Services, Facilities, IT, Marketing & Communications, or other departments. |
| Knowledge Base |
Captures internal, user-facing, or public knowledge articles that are often used for Self-help. |
Search
The Search capabilities in the portal are vast and highly valuable. Simply begin typing in the “Search the client portal” field located at the top of the portal, and you can search for Services offered and Knowledge Base articles.
The Search box also allows you to search for entries by Tags. The typeahead suggestions will appear by typing “#” and beginning to type a keyword. The search will perform a tag search and a regular key word search at the same time. When viewing an entry, you can click any of its tags to see all other entries of the same type which use that tag.
Additionally, you can click on the dropdown next to the Search field to do a more granular search of only Service Catalog items or only Knowledge Base items.
Creating a new ticket via the portal
In the portal, go to Services and then select the Category and/or Service that matches your needs. Complete the ticket request form and click on the Request button.
Viewing your submitted tickets
Once a ticket has been submitted, as a ticket progresses, the requester (and ticket creator, if different) can see the ticket via the portal if they have access to the “Services” and “Ticket Requests” applications. To check your tickets:
- Log in to Client Portal
- Go to “Services”
- Go to “Ticket Requests”
Ticket requesters can see a summary of the ticket, plus you can click on the ticket to get more information. You can see the Ticket Status, Feed, and the person who last modified the ticket, and who has read the ticket. You can also withdraw requests.
Knowledge Base
A knowledge base is a centralized repository where information is stored, organized, and shared. When developed fully, a knowledge base is where customers can go to learn any and everything they would ever need to know about an organization’s products, services, or processes. It is also typically created so users can share, collaborate, and distribute all organizational knowledge and information within the organization. And finally, it is also a place where you can go for self-help or “do it yourself” instructions rather than needing to submit a Service request (an example of this would be how to reset your own password with instructions found in the Knowledge Base). The Knowledge Base typically consists of Categories and sub-Categories and then Articles that contain self-help information or documents, processes, and procedures that you have access to.
Troubleshooting
Login Issues
If you cannot log in to the portal,
- Verify your StarID and password are correct.
- If you are unable to login, contact Tech Support (techsupport@winona.edu) or call 507.457.5240
Next Steps
Browse around the WSU Service Portal to to find answers or to get instructions for frequently asked questions.
Need additional information or assistance?
Contact WSU Tech Support
techsupport@winona.edu
507.457.5240 | option 1
Winona | Somsen 207
Rochester | Coffman Center 122