University Technology was excited to launch a new, friendlier interface for our ticketing system in January 2023. As of July 2023, University Finance has joined UT in using Jira Service Desk, nicknamed R0B0SQRL, 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 You may sometimes hear Drew Technology staff talk about or you may receive email updates from something called "MI6". What is MI6 (other than an old code name for the UK's foreign intelligence service, of course)? MI6 is Drew University's new issue management system. Put simply, MI6 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 . MI6 helps us or University Finance. help.drew.edu allows us to organize our workflows so that we know that the status of every issue we are working on for our customers you, thus enabling us to provide efficient customer service.
As a Drewid, you may interact with the help.drew.edu R0B0SQRL system anytime, day or night, via the website, https://help.drew.edu.
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As of August 30, 2009 the MI6 system is being implemented throughout University Technology to replace our existing Supportworks system. We ask for your patience as we complete our migration. Eventually every area of University Technology will be using MI6. |
As a Drew technology user, you may interact with the MI6 system either via email or the new Technology Support Portal.
When you send an email to the CNS Helpdesk at helpdesk@drew.edu a new issue is automatically created in MI6 to track your request. Drew technology staff will investigate the issue and reply to you using the MI6 system. In addition to creating new issues, you may reply to any email update you receive from the helpdesk and your comments will automatically be added to your MI6 issue.
Technology Support Portal
Drew's new Technology Support Portal, which you may reach from the Drew start page or simply by visiting technology.drew.edu, is your single source for Drew technology issues. The portal allows you to look at your entire MI6 issue history as well as view warranty and other information related to your Drew computer. You may also log a new issue with the Helpdesk from the portal, simply by clicking Ask a question.
As we continue to develop the MI6 system, we will expand the portal to include more areas of University Technology, making it a true one-stop-shop for all of your Drew technology needs.
System-wide Bulletins
In addition to tracking individual customer issues, we also use the MI6 system as a tool to track system-wide issues -- such as unexpected network or server outages -- as well as planned system maintenance. You may review any current system-wide bulletins via the Technology Support Portal as well as the System-wide Bulletins page on U-KNOW.
Why MI6?
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.
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.
Click on any of the suggested articles to view that page within the portal; there is a link at the bottom to open the page in a new window, as well as the option to tell us whether the article helped or not.
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.
Different request types will ask you for different information. Please provide as much detail as you can.
In some of these fields, you will see text formatting options.
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.
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 so that you can see, for instance, closed requests instead of open ones, or only tickets of the "FOAP Request" type in the FINANCE REQUEST PORTAL.
Once you see the ticket you want, click on its links in the "Reference" 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.
Click the Add button to add your comment.
You can add someone you would like to see your ticket by clicking on the Share link to the right. We recommend typing the email address of the person you wish to add.
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 December 20, 2023Learn more about why and how Drew's MI6 system was developed in this Technology News blog post.