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 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 Drewid, 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?
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
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. If you want to return to the request, navigate back to the portal at help.drew.edu 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.
We hope that you enjoy using this ticketing system as much as we do.
Reviewed July 5, 2023