University Technology is was excited to launch a new, friendlier interface for our ticketing system in January 2023. Some of you have been introduced to this new system when requesting course restores or a password reset. As of July 2023, University Finance has joined UT in using 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.to collect and respond to questions from the University Community.
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 or University Finance. 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 userDrewid, you may interact with the help.drew.edu R0B0SQRL system anytime, day or night, via the website, https://help.drew.edu.
How do I use R0B0SQRL to request support?
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We are building a slide deck with many of these tips. You can find it here, http://Working with Support Requests in the R0B0SQRL Service Portals (but know it is still a work in progress!). |
The R0B0SQRL Technology Request Portal The R0B0SQRL customer portal is where you will land when visiting help.drew.edu.
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Students will only have access to the Technology Request Portal for now; faculty, staff, and non-Drew employees can follow the link labeled "Help Center" to see the below page, with buttons for both the Technology and Finance Request Portals.
Technology Request Portal
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Check out our guide to crafting an effective support ticket! |
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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Use the "Back to results" link to refine your search, check other support articles, or to log a ticket (in the language of the software we use, "Raise a request").
Finance Request Portal
You will see the different types of requests you can submit to the Finance team on this page. You can use the Search box to reduce the list of options.
Raise a Request - Both Portals
Click on the most appropriate ticket type either in the search results or in the proper category on the front page of the portal.
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Click Create to submit the request.
Finding and Updating Your Requests - Both Portals
Immediately after you log a support request, that request's page will load. If you want to return to the request
To see your requests at another time, navigate back to the portal at help.drew.edu and click the "Requests" button at the top right.
Choose "My Requests" to see the open tickets where you are the Reporter (ie, "Created by me").
Choose "All requests" to see the open tickets opened by anyone (ie, "Created by anyone"). These include, for instance, tickets that you need to approve as a finance approver.
You can change the options in any of the dropdowns your open tickets. You will have filtering options so that you can see, for instance, closed requests instead of open ones, or only tickets where you were a participant rather than the primary reporter. of the "FOAP Request" type in the FINANCE REQUEST PORTAL.
Once you see the ticket you want, click on its links in the "Reference" (the JIRASD-## link) or its summary. or "Summary" columns.
A very exciting feature of this new software is that you can not only format the text in your ticket updates, but you can easily add a screenshot using drag and drop, pasting, or browsing your computer.
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We advise against clicking the "Don't notify me" option.
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We hope that you enjoy using this new ticketing system as much as we do.
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How do I see my tickets in the old system?
For now, you can continue to reply to the emails for your open tickets to update them.
You can also visit https://help.drew.edu/jira. You will find your open tickets in the filter with the green header that reads Filter Results: My Current Issues.
Your closed tickets are available in the section with the grey header that reads Filter Results: My Closed Issues. Please reach out to us using the new ticketing system to revisit closed issues; you can always send us the ticket link in the description field of a new ticket, or in the body of your email to helpdesk@drew.edu.
I can't log in to the portal. What should I do?
If you get an error like "Please ask your Jira Service Management administrator to enable password resets.", ignore the prompt and follow the directions below.
Please save anything you are working on in a browser tab and then clear your cache and cookies.
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After clearing the cache and cookies, please visit TreeHouse (https://treehouse.drew.edu) and log in at the uLogin page, and then go to the appropriate link:
- Technology Request Portal: https://help.drew.edu/jirasd/servicedesk/customer/portal/1
- Finance Request Portal: https://help.drew.edu/jirasd/servicedesk/customer/portal/39
Please ignore any prompts from Service Desk/R0B0SQRL/Jira/Atlassian to reset your password. This system relies on your Drew account, so resetting through Atlassian is disabled.
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We hope that you enjoy using this ticketing system as much as we do.
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Reviewed December 20Reviewed June 8, 2023