How to Use the Service Center

Some TWU departments maintain services, knowledge base articles, FAQs, and/or ticketing through servicecenter.twu.edu. This article gives a general overview of the Service Center.

What is a Service Center?

Watch this quick Introduction to the Service Center video to learn more. (Audio description version)

Navigating the Service Center

IT Solutions created a short video to introduce the TWU community to its Services Suite. The Technology Service Catalog, Knowledge Base, and FAQ are navigable using categories, tags, and/or search. Search returns results from the entire Technology Services Suite. Both the Knowledge Base and Questions list popular items and tags, and recent items.

The Technology Service Catalog can also be viewed in an A-Z format. Further, services can be added to favorites for quick access. Once a service is added as a favorite, it can be accessed through the My Favorite link on the Services menu. Individuals may also access their recently viewed services by clicking Services > My Recent.

Access the Technology Services Suite through this link.

 

Request Service in the Technology Service Catalog

A captioned video of these instructions is available on YouTube.

1. Navigate to the Technology Service Catalog.
2. Find the service entry for which assistance is required.
3. Click Request Service.
4. If prompted, log on with your Portal ID and password.
5. Enter a Title.
6. Enter a Description of the request.
7. Optional: Browse for an Attachment. NOTE: Embedded images will not generate in the service request. Please use the attachment feature for any screenshots, etc.
8. When ready, click Request to submit the request.
9. Choose to create another request of this type, view the request just created, or view all ticket requests or navigate elsewhere.

 

View Your Technology Service Tickets

A captioned video of these instructions is available on YouTube.

1. Navigate to https://servicecenter.twu.edu/TDClient/Requests/ServiceCatalog (from within the Catalog, click on Services). Log on with your Portal credentials, if prompted.
2. Click Ticket Requests.
3. By default, only requests with a status of new, in process, or on hold will appear. This can be changed by clicking on the Status Class drop-down and selecting different options.
4. Click on the Title to see the details of a request.
5. Options:
   1. Withdraw Request - If the issue has been resolved by other means or some other change requires removal of the request. Select a reason and add comments (optional). Click Withdraw. Confirm withdrawal of the request by clicking OK.
   2. Add Attachment - To support the request or to respond to a specific request from the employee working on the request.
   3. Add Alert - To receive an email based on criteria related to the request. Most common: Ticket is overdue.
   4. Feed - View activity and comments on the request.
   5. Comment - To append a comment to the request. Optional: notify a person associated with the request. Select the person from the box below Feed by clicking the person's name. Type the comment in the text box. Click Save.

We do our best to link to only the best external sites but we cannot be held responsible for the quality or accuracy of such websites.

For additional support, contact the Technology Service Desk at 940-898-3971, servicedesk@twu.edu, techchat.twu.edu, or submit a request through the Technology Service Catalog.