Overview
This article will discuss how to access and get started with the Self-Service Portal (SSP). The SSP is used to submit and check the status of a multitude of service requests with ITS and some other groups across campus.
Accessing SSP
Tech Express
One of the simplest ways to access the Self-Service Portal is to enter through Tech Express. Once signed in, look for the red life preserver under the Campus Resources tab titled SelfServe. Clicking on this will redirect you to the Self-Service Portal and allow you to submit service requests, check the status on previous requests, troubleshoot problems yourself, and so much more.
Direct Web Address
Another way to access the Self-Service Portal is to directly navigate to the web address. By following the address https://services.tntech.edu, you will be directed to the SSP and have to sign in with their TN Tech credentials to have any access. Selecting the Sign In option in the top-right of the screen will prompt for an email address, password, and two-factor authentication just like signing into Tech Express.
TN Tech Main Website
The SSP is also accessible through the TN Tech Main Website. Once on the main webpage, locate the Students tab at the top of the screen and a drop down menu will appear. Under Resources you will find a link labeled IT Help Desk that will redirect you to the home page of the SSP. You will have to sign in with your TN Tech credentials similar to using direct web access.
If you have a TN Tech account, please click Sign In at the top-right of the webpage to access more articles and services.
Home Page
Navigation Panel
Upon signing in, a large grey bar at the top of the screen is one of the first things you may see. This is the Navigation Panel that will be at the top of every page that you use. This panel has some options so you can more easily navigate:
| Home |
The home option will take you to the main page for the Self-Service Portal |
| Training |
The Training option is where you can sign up for HR training sessions |
| How To Use the Portal |
This will show you more features that you can use in the Portal |
| Services |
This will take you to the Service Catalog to browse the services that are offered |
| Knowledge Base |
This will take you to the Knowledge Base to search for information on a subject |
Submit a Ticket | Services
Whether it is by going to the Services in the Navigational Panel or by selecting the gold Get Started button, tickets/service requests can be submitted very easily. Some examples of problems and solutions a customer might face are listed below.
- Problem: A student returned a laptop they checked out from the IT Help Desk within their allotted time, but still accrued fees that they believe were an error.
- Solution: The student submits a ticket to dispute this fine with the Help Desk. They navigate to Services / Student Fines & Fees / Technology Checkout Fine Dispute and select the purple Request Service button.
- Problem: An employee doing research will be away from campus, but needs access to applications only stored on their university-provided desktop.
- Solution: The employee submits a ticket to request VPN access so they can remotely access their desktop while doing field research. They navigate to Services / Wi-Fi & Network Services / VPN Access Request and selects the purple Request Service button.
View Knowledge Base | Knowledge Base
Sometimes you might want to attempt to resolve an issue yourself instead of waiting for a Help Desk response. By clicking the gold Browse Articles button (or selecting Knowledge Base on the navigation panel), you can search through the collection of articles to learn more about a specific topic or find instructions on how to accomplish their task.
- Problem: Somebody wants to install Microsoft Office products on their personal machine, but doesn't have time to contact the Help Desk.
- Solution: That person navigates to Knowledge Base / Software / Install Office from Office 365 and follows the installation instructions.
- Problem: Someone has been receiving pop-ups on their personal or university machine and needs a solution as soon as possible.
- Solution: That person searches for "Popups" in the search box and finds the article Knowledge Base / Computing Information / Removing Scareware/Adware Popups to solve their problem.
Search Portal
It is not always practical to navigate through multiple categories to try and find an article and/or service request, so it is encouraged to use the available search options to find what you are looking for. Some guidelines apply and need to be understood to use the search options efficiently. For more details on how to search inside of TDX, visit the related article on "How to Search in the Self-Service Portal".
Check My Tickets
Sometimes there will be comments/updates put on your service requests by administrative staff. If someone ever wants to check on the status of their ticket, all they need to do is select the gold Check Status button to return a list of service requests in that customer's name. The customer can then search by specific phrases/words to narrow the search results.
Note: The Check Status feature searches for currently active service requests by default. To find tickets that have been resolved or closed, select the Status Class drop-down menu and mark Completed and/or Cancelled, and press the Search button at the top to return more results.
Additional Content
Three additional panels are at the bottom of the Home page labeled Popular Services, Popular Articles, and Contact Info | Hours. These are lists of some of the most used service requests, articles, and the IT Help Desk contact information. The more used a service or article is, the higher on the list it will be for other customers to more easily access.