Case Management

Availability and Support

Support is provided through a combination of IT Services and Departmental Case Super Users. Application support is generally provided by IT Services, while process related queries will be dealt with by the Case Super Users. In all cases, users may contact IT Services in the first instance about any aspect of the service, if they so choose. A list of Departmental Super Users can be found here.

Before contacting the service desk or your Super User you may wish to consult one of the following resources:

The primary user support path for the main elements of the service is detailed in the below table:

  • Team Operating Hours Contact Details/Methods
    IT Service Desk 9am – 5pm Monday - Friday

    Internal: 12345

    External: 01865 6 12345

    Email:  help@it.ox.ac.uk 

  • The system has been designed to be available for use during standard office hours (8am - 6pm, Mon-Fri)
  • 9am – 5pm Mon- Friday (Excluding Bank Holidays and pre-defined holiday periods) - the service operates with full technical support
  • All other times - the service operates without technical support 

How to request Access

A number of user roles have been developed that will interact with the Case Management System. To request access to case management please fill out the Case Management User Access Form.

The IT Service Desk will only accept forms received from the senior manager approvers for the relevant department/division. Case Super User(s) or the IT Service Desk will be able to advise regarding the appropriate person for the Department. The target turnaround time for Access Requests is two days from receipt of the Case Management User Access Form. 

In order for access to the case management system a new user will need to read the User Agreement form and accept the terms via email to the help@it.ox.ac.uk

Training Available for Case Management

The IT Services Project Training Team provide a generic Dynamics training course which can be booked by emailing – projects.training@it.ox.ac.uk 

Supplementary team specific training will be provided by the Case Super User for your business unit. 

Service area: 

Written by IT Services. Latest revision 8 November 2016