Service Requests
Metropolia has about 14,000 students and 1,500 staff. It has about 6,500 computers and nearly one thousand different software programs. The use of the software causes many kinds of problems and a systematic approach is required in solving them.
Customers (staff and students) can report problems and send questions by making service requests, which will be registered in Requeste, the Request Management System.
The same system is used when handling requests for other Metropolia services such as Real Estate Services and Library Services. In the near future, yet more Metropolia services will be integrated into the system.
Although service requests may be submitted by email, telephone and face to face, you are guaranteed to get help faster if you make the request using Requeste's customer interface directly and include a detailed description of the problem.
Using the customer interface you can also communicate with user support about your problem or questions and view the status the service request in case solving the problem requires work by more than one person. You will receive automatically e-mail about the processing stage of the request.
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 put 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, last modified by Kalevi Lehto on 31.12.2010
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