University of Oregon

UO Service Portal now live!

Audience
Faculty/Staff
Researcher
Student
GTF

The new UO Service Portal (service.uoregon.edu) launched for select IT departments on Monday, August 28, 2017.

What is the UO Service Portal?

The UO Service Portal (powered by TeamDynamix) serves multiple purposes:

  • Ticketing system for service requests
  • Service catalog
  • Knowledge base
  • Incident management for Information Services

Which IT units are using the UO Service Portal?

The following four groups are part of the August 28, 2017, launch of the UO Service Portal:

  • Information Services, including the Technology Service Desk
  • College of Design (formerly AAA) Technology Services
  • School of Journalism and Communication (SOJC) IT
  • Student Life IT (SAIT)

In future phases of this project, additional IT groups will be invited to use the UO Service Portal for their ticket management.

What does this mean for customers?

Perhaps the biggest change this brings is a shift in the way customers contact us for IT support.

As of Aug. 28, the above groups are asking customers to contact us through webforms in the UO Service Portal instead of by email. Behind the scenes, we are using the UO Service Portal instead of RT (ithelp.uoregon.edu) for most service requests.

We know it may take people a while to get used to contacting us in a different way, and we realize this change will impact all campus help desks to some extent. Thanks in advance to everyone in campus tech support for helping facilitate this transition!

Why the UO Service Portal?

Information Services and our partners are aiming to increase efficiency and effectiveness and improve the tech support experience on campus, both for those seeking help and for those providing it.

Specifically, by asking customers to provide us with more information up front via webforms, we're confident we can resolve their tech problems faster.

TeamDynamix was the IT Service Management (ITSM) tool overwhelmingly preferred by the UO IT community after last summer's vendor presentations.

More information about this project

If you have any questions, please contact the Technology Service Desk.

We're excited about the improved experience this new tool will offer, for both customers and IT staff!