University Technology is excited to share that we will be are launching 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. We will also call it Service Desk. 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 our customersyou, 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.
Help
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 Drew's new help.drew.edu page, which you may reach from the Drew start page or simply by visiting (https://help.drew.edu, is your single source for Drew technology issues. This page allows you to look at your entire issue history as well as view warranty and other information related to your Drew computer. There are also links to other services on campus. You may also log a new issue with the UT Service Center simply by clicking Fill Out a Support Request.
System-wide Bulletins
In addition to tracking individual customer issues, we also use this 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 help.drew.edu as well as the System-wide Bulletins page on U-KNOW.
What is MI6?
You may come across references to "MI6" as you work with the help.drew.edu system. MI6 is the name we gave this system before its most recent renovation in the summer of 2013.
/jirasd/servicedesk/customer/portal/1 before January 18) . A picture can be seen 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.
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").
Raise a Request
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
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 click the "Requests" button at the top right. 
Choose "My Requests" to see 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. Once you see the ticket you want, click on its "Reference" (the JIRASD-## link) or its summary.
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.
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We hope that you enjoy using this new ticketing system as much as we do.
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