Knowledge Article - Yale IT Services

Below you will learn more information regarding the essential Navigation sections in the IT Service Portal.

Actions to Take

View the Homepage, Get Help, and My Items:

1. Open the IT Service Portal to view the homepage.

Note: Some information on the service portal will require a user to enter their NetID and Password before you can move forward.

2. Locate the Homepage Self-Service section in at the center of the IT Service portal homepage.

Click a icon to report a problem, view items, search articles and Find a service.

3. View highlights posted by Internal communications located the center of the homepage.

To learn more information please, click the hyperlinks below the image, please note this information will change periodically.

Example of the introductions section of the homepage.

4. Open Get Help to the right side of the IT Service Portal homepage.

Get Self-Service Help section located at the center of the IT Service Portal Get Help link.
Click any icon to find more information, report a problem or connect with Help Desk support member.
Locate Different Support Methods in the Community, and open All IT Support Departments.
Need to Know section that provides answers to question that are trending.
Access popular resources; How-To Articles, Services, Campus IT Support.

5. Navigate to the orange Help hover over tab located at the bottom right of the IT Service portal homepage to view help options; How-to articles, Call, Chat, Report a problem, and Share my desktop.

Example of the Get Help hover over tab options.

6. Open My Items on the IT Service Portal homepage header section.

My Item options will display based on the logged in user such as; active and closed ticket, favorites and approvals if applicable.

Note: for more detailed information regarding the My Items section please, review the Service Portal Training: Navigating My Items.

Actions to Take

View Search, Services, and System Status:

1. Navigate to the Search areas that are located at the top right and center sections of the IT Service portal homepage.

Locate the search site box at the top right of the IT Service Portal homepage and input text of the item you are searching.
This area will search the entire ITS Service Portal and index website.
Locate the How can we help you? Search Section in towards the top of the IT Service Portal homepage, and will only return results for terms searched.
Entering search text will return information from the following area’s; Services, How-To Articles, and other resources.

Example of the How can we help you? search section.

2. Select any section below from the information that was returned from the search result.

Example of of returned search results.

3. Navigate to Service details that display on the IT Service Portal.

Open Service options at the left of the homepage and the Service page will display.
Locate the center of the services page, and you will find a list of the available services section.
View more details, about a specific service offering click on the blue text section.

4. A new page will display specific details related to the service selected.

To view more information, about rates and charges related to a specific service go to the Fees Apply text section in the center of the page.
A New page will display with rates and charges information related to the service.

Example of Cost Fees that are applied to a service

5. Once a user opens Cost: Fees Apply you can view detailed rates and charges information related to the service.

Example of rates and charges details related to a service.

6. To view more details about an Active Status update related to a specific service.

Locate the Status update widget with the orange warning symbol located at the right center of the ITS Service Portal homepage.
Select a specific service name you would like to see more information on, and another page will display with the related details.

Example of the Status Update related to a service.

7. View status update details associated with the related to the service displays; date, duration, start, end time, other affected service, and description of the issue.

Example of an Active Status update details related to a service.

8. View all scheduled and unplanned outages related to the service displays; active, scheduled, completed, and all.

Select a tab to review more status updates.

Example of All status updates related to a service.

9. Known outage update will also appear directly on that service page.

Open the Service link on the homepage.
Select a service you wish to view more information.
Known Outage notification referring to the service will appear above the service name.

Example of a known outage displayed in orange text affecting a specific service.

10. Close the IT Service Portal.

Service Portal Training: Navigating the IT Portal Homepage