Service Requests
In Metropolia are studying about 14 000 students and staff we have about 1 500. Computers we have about 6 500 including nearly thousand different softwares. The use of these softwares cause many kind of problems and handle those problems requires a systematic approaching.
Problems and questions sent by customers (students and staff) are requests, which will registered to Request Management System Requeste. Same system is used to handle requests of other Metropolia's services such as real estate services, and library services. In near future, there going to be other integration of other Metropolia's services.
Although the service request may be submitted by email, telephone and face to face, is it more guarantee to get help faster when request goes directly from customer interface to Request Management System with detailed description of the problem. See the instruction from next column. - ->
In the customer interface you can also communicate with support persons about your problem or questions and follow the steps in the service request in case that the problem requires more than one person to take care of it. Information about the service request processing you will automatically receive by e-mail.
When you make a service request, fill out all fields to give as much information as possible. In the title of problem or a question is good to be the name of the service or software ("Help" or "Hurry !!!! are not good titles").
In description field is also important to explain:
- Does the problem occur in other than your own computer,
- Does this issue occur after restarting the computer,
- Whether it is intermittent or permanent problem,
- When the problem was started, etc.
The service request you may also include attachments: - Screen Shot
Open Microsoft Word.
Change to software where the problem exist (click the windows where it is).
Click the ALT+PrtSc (Print Screen button), switch to Word, and press CTRL+V to paste the screen shot. - Picture
You can take picture with phone or digital camera. But in cases you want to send picture, use the jpg format, don't use bmp (bitmap) format. - Save the document and in Requeste choose end of Attach file: field Browse and find the document, Open and click Attach.
- Created by Kati Kesälahti on 9.2.2010
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