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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 is where you will land when visiting help.drew.edu.
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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.
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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
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 your 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 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.
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 July 5December 20, 2023