University Technology is excited to launch a new, friendlier interface for our ticketing system. Some of you have been introduced to this new system when requesting course restores or a password reset. Jira Service Desk, nicknamed R0B0SQRL, will be your first online stop for support from University Technology. Some things will not be changing - you will still visit help.drew.edu, call 973-408-HELP (4357), or email helpdesk@drew.edu to submit a request; all requests will still need to go through this ticketing system; and you will still receive email notifications about your ticket requests.
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Please note: Prior to official launch on Wednesday, January 18, 2023, help.drew.edu will still bring you to our current ticketing system. To visit the R0B0SQRL portal, please use this link in the meantime: https://help.drew.edu/jirasd/servicedesk/customer/portal/1 |
What is R0B0SQRL?
R0B0SQRL (read "robo squirrel") is Drew University's issue management system. It is the database that we use to keep track of every problem reported, computer dropped off, or any other service request made of University Technology. help.drew.edu allows us to organize our workflows so that we know the status of every issue we are working on for you, thus enabling us to provide efficient customer service.
As a Drew technology user, you may interact with the help.drew.edu system anytime, day or night, via the website, https://help.drew.edu (https://help.drew.edu/jirasd/servicedesk/customer/portal/1 before January 18) .
How do I use R0B0SQRL to request support?
The R0B0SQRL customer portal is where you will land when visiting help.drew.edu (https://help.drew.edu/jirasd/servicedesk/customer/portal/1 before January 18) . A picture can be seen . The first page gives you the option of navigating to the User Experience Service Desk or the Finance Request Portal; choose the Service Desk option to be brought to this page you see a picture of here.
You will find groupings of some common request types, informed by feedback from the Drew community. You can also use the Search box to see possible matches from our support documentation site, Technology Help and Information, as well as suggested request types.
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Immediately after you log a support request, that request's page will load. If you want to return to the request, navigate back to the portal at help.drew.edu (https://help.drew.edu/jirasd/servicedesk/customer/portal/1 before January 18) and and click the "Requests" button at the top right. 
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