IT self service

• You can ask for help, report issues and request standard services
• Monitor existing support calls and request progress and add comments and attachments in My Items
• Respond to approval requests in My items
• For the best experience, we recommend using your desktop computer or laptop and the latest version of Chrome or Microsoft Edge as your browser

IT Self Service is provided via the Oxford Service Manager (OSM) service management tool.

• You can log in direct: https://help.it.ox.ac.uk/selfservice
• Raise an issue if you cannot log in: https://help.it.ox.ac.uk/request-help-no-login.

• Via the links on the IT Help pages: https://help.it.ox.ac.uk
• Via a link provided on a related web page (e.g. from the IT Services – Service Catalogue or a system-related page Oracle R12 Financials Form and Useful Documents)

On the IT self service Home page you can

• Submit a request takes you to the IT Self Service Catalogue where you can see all requests available to you
• Ask for help takes you to the Request for Help form in a new tab
• Open Items displays a list of your Support Calls, Service Requests and Approval Requests that are not completed

• Via a link provided on a related web page (e.g. from the IT Services – Service Catalogue or a system-related page Oracle R12 Financials Form and Useful Documents).  If you are an internal user of OSM, IT self service will open a new tab in the role you are currently using
• In the IT self service catalogue:
  • Expand the Popular Items panel or select Most popular
  • Use Search
  • Look through the lists under For Student, For Staff, For ITSS or the relevant service provider

You can set up to 15 personal favourites for the requests that you use most often. Your favourites appear at the top of the list each time you log into the IT Self Service Catalogue.

• Mark a request as a favourite by clicking on the heart icon on the right-hand corner of any tile or while completing a form
• Remove a favourite by clicking on the heart icon again

• If you have entered text in the search box in the IT Self Service Catalogue, clear this by deleting the text
• If you accessed a form via a link provided on a related web page (e.g. from the IT Services – Service Catalogue or a system-related page Oracle R12 Financials Form and Useful Documents) this will have automatically selected a filter.  To clear this, go to Filter Options, drop down on the list of filters, scroll to the bottom of the list and select Clear. Alternatively, you can select one of the other categories and this will also clear the filter selection

All dropdown lists in IT self-service work on a ‘type ahead’ basis, so as you type, it displays those entries that start with the letters you enter.

You can type % in front of the search term, which allows you to find the text anywhere in the entry, not just at the beginning.
e.g. %chem will find all departments containing ‘chem’.

Dropdown lists for a unit / department reflect the University organisational structure. If you are unable to find the unit / department you require in the list, it may mean that it is not part of the University organisational structure (e.g. Rhodes House).

In many cases there is a ‘Unit not in list’ checkbox, which if selected allows you to type the name of the unit rather than select from the dropdown list.
 

Click Ask for help on the Home page and Complete the details on the ‘Request for Help’ form. 

If you don’t have access to your Single Sign-On, use the ‘Request for Help (unable to log in using SSO)’ form.

Open Items on the Home page displays a list of your Support Calls, Service Requests and Approval Requests that are not completed.

Your support calls and requests are also displayed in the tab My Items.

Once you have opened the item, you can add notes, upload attachments and also view emails and notes that have already been added.

If the support call has been resolved or the request fulfilled, details are provided in the Resolution.

Open Items on the Home page displays a list of your Support Calls, Service Requests and Approval Requests that are not completed.

Your approval requests are also displayed in the tab My Items.

If you approved the request, it will be marked as Approved and progress to the next stage in the process.

If you denied the request, it will be cancelled and the person who made the request will be informed of the reason you provided for this.

You will receive an email confirming that the request has been fulfilled, including information relevant to your request.

The request status will be changed to Fulfilled in My Items and any relevant information detailed in the resolution. 

You will receive an email confirming that the support call has been resolved, including details of the resolution.

The support call status will be changed to Resolved in My Items and the details displayed in the resolution.

Submit a Suggestion for IT Self Service.

Once submitted, your suggestion will be presented to the relevant service team(s) and considered for publication / amendment. If accepted, it will be added to the IT Self Service Register and prioritised alongside other items in the list.

You will be informed of the outcome in due course.

Please note that submission of a suggestion does not guarantee that it will be implemented.