eduserv getting support for OpenAthens [email_address]

OpenAthens Service Desk Eduserv operates an ITIL-aligned Service Desk for technical enquiries (ITIL = IT Infrastructure Library) a standard framework for classifying and handling Service Calls, Incidents, Problems, etc. Can already be contacted by email or phone Now adding web access as the preferred method allows you to view all open calls and track progress add further updates online receive responses via email

Eduserv operates an ITIL-aligned Service Desk for technical enquiries

(ITIL = IT Infrastructure Library)

a standard framework for classifying and handling Service Calls, Incidents, Problems, etc.

Can already be contacted by email or phone

Now adding web access as the preferred method

allows you to view all open calls and track progress

add further updates online

receive responses via email

Accessing the Service Desk Access Service Desk using your administrator credentials follow Service Desk link from administration area https:// support.eduserv.org.uk/athens Responses will be sent to your registered administrator email address Keep this up to date!

Access Service Desk using your administrator credentials

follow Service Desk link from administration area

https:// support.eduserv.org.uk/athens

Responses will be sent to your registered administrator email address

Keep this up to date!

The home page

Log a new Service Call Choose the closest topic for your query Allows Service Call to be assigned quickly to most appropriate support team

Choose the closest topic for your query

Allows Service Call to be assigned quickly to most appropriate support team

Track progress Three stages: Open – in progress, or awaiting a response Resolved – question answered / problem solved Closed – you have agreed it is resolved or no further response after two weeks

Three stages:

Open – in progress, or awaiting a response

Resolved – question answered / problem solved

Closed – you have agreed it is resolved or no further response after two weeks

List of Service Calls Short summary of each Service Call sort by date, status, etc.

Short summary of each Service Call

sort by date, status, etc.

View sub-administrators’ Calls If you have sub-administrators view their Service Calls add updates in your own name

If you have sub-administrators

view their Service Calls

add updates in your own name