Service Hub- servicehub.uni.edu
Service Hub is UNI's portal to request help or services. To log in, visit:
https://uniservicehub.atlassian.net/servicedesk
On the sign in page, type in your UNI email address:
After typing in your UNI email and choosing Continue, you will be redirected to the CatID sign in page. Enter your CatID followed by @uni.edu.
Follow the prompts to be directed to the main Service Hub portal page. For additional details on signing in with your CatID, visit https://uniservicehub.atlassian.net/wiki/x/LYBgD
Search for a topic for help. Searching will show helpful articles or requests related to that topic. You can also select the portal below the search box, such as Information Technology, to see requests and search for articles in that department.
Getting IT help
If you need help with information technology that isn't addressed by a specific request, fill out the Get IT help request:
The status of your request is displayed either to the right of the request or below it, depending on the size of screen used:
Commenting on your request
To add a comment:
Select the Add a comment text box near the bottom of the request.
Add a comment boxType your comments or questions, including formatting.
Comment box formattingSelect Save. Your comments will be added with your name and the date and time.
Sharing
You can also share the request with others by finding the Shared with section and selecting the Share link. Typing their name or email address:
Resolving your request
If the request can be resolved or no longer need help, you can change the status by selecting the Resolved link:
Type in a comment explaining why the request can be resolved and select the Resolved button.
Viewing other requests
To see other requests you've made or participated in, select your profile in the top-right corner, and then choose Requests. A number will be displayed to the right, showing your number of open requests:
Your open requests will be shown, along with a search box and additional filters to help you find your requests. Selecting a request will show you additional details and options.
Email notifications
Email notifications are sent to the reporter(customer) and participants for any of the following situations:
A request is created
A public comment is added
A public comment is edited
A request is resolved
A participant is added
An approval is required
Emails sent may be grouped together or sent separately, depending on how quickly the changes are made.
Working with Approvals in Service Hub
Some requests in Service Hub require approval. To approve or reject a request:
Select the link in the approval email or find the issue from the Requests menu in the top-right corner of your screen.
Open the issue in the customer portal, which can be found under Approvals.
Select the Approve or Decline button.
If the approval is declined it will move to Resolved. If it is approved it will move to Open for additional work.
Providing service feedback
After a request of yours is resolved, you can fill out a satisfaction survey, rating the quality of your customer service on the request. The link will be provided in the email from Service Hub, between 1 (lowest) - 5 (highest) stars, adding additional comments.
Important
Satisfaction survey feedback is for the service you received. If the resolved issue is not fixed, please continue commenting on the issue with details of what requires attention. If you are needing help with a new or different request, submit a new Service Hub request.
Logging out
To log out, select your profile icon in the top-right corner and choose Log out.