{"id":14854,"date":"2020-10-07T16:50:55","date_gmt":"2020-10-07T14:50:55","guid":{"rendered":"http:\/\/blogs.sun.ac.za\/it\/?p=14854"},"modified":"2020-10-07T16:51:08","modified_gmt":"2020-10-07T14:51:08","slug":"ict-service-portal-faqs","status":"publish","type":"post","link":"https:\/\/blogs.sun.ac.za\/it\/2020\/10\/ict-service-portal-faqs\/","title":{"rendered":"[:en]Error reporting FAQs[:]"},"content":{"rendered":"

[:en]<\/p>\n

How do I report an IT problem, request or enquiry?<\/strong><\/h3>\n

Option 1
\nLog a service request on our ICT Partner Portal<\/a><\/strong>\u00a0with the following information:<\/p>\n

1. Description of problem
\n2. Telephone number
\n3. Room Number
\n4. Department and building
\n5. Asset number of computer, laptop, printer, etc.<\/p>\n

Requests will be logged automatically and reference number sent via email.<\/p>\n

For video instructions on how to log a request on the ICT Partner Portal, click here. More information on our Service Catalogue.<\/a><\/p>\n

Option 2
\nContact the IT Service Desk \u2013 021 808 4367<\/strong><\/p>\n

We require username and asset number in order to assist OR leave a voicemail message.<\/p>\n

\n

How do I follow up on the IT request I have logged?<\/strong><\/h3>\n

Whether you have called the IT Service Desk at 0218084367, sent an email to help@sun.ac.za<\/a> or logged a request via the ICT Partner Portal at https:\/\/servicedesk.sun.ac.za<\/a> you can do the following:<\/p>\n

    \n
  1. Log in at https:\/\/servicedesk.sun.ac.za<\/a> with your username and password.<\/li>\n
  2. Select: Requests, My requests<\/em><\/strong>. The status of all the requests that you have raised will be displayed.<\/li>\n<\/ol>\n
    \n

    How do I follow up if I sent an email to help@sun.ac.za?<\/a><\/strong><\/h3>\n

    If you send an email to help@sun.ac.za<\/a> it automatically logs a request on the IT Service Portal. You can check on the status of your request as follows:<\/p>\n

      \n
    1. Log in at https:\/\/servicedesk.sun.ac.za<\/a> with your username and password.<\/li>\n
    2. \u00a0Select: Requests, My requests. <\/em><\/strong>The status of all your requests will be displayed.<\/li>\n<\/ol>\n
      \n

      How do I follow up on a request I reported by calling the IT Contact Centre?<\/strong><\/h3>\n

      If you call the IT Contact Centre, the service agent will log a request on your behalf on the IT Service Portal. You can check on the status of your request as follow:<\/p>\n

        \n
      1. Log in at https:\/\/servicedesk.sun.ac.za<\/a> with your username and password.<\/li>\n
      2. Select: Requests, My requests. <\/em><\/strong>The status of all your requests will be displayed.<\/li>\n<\/ol>\n
        \n

        Can you follow up on a request emailing help@sun.ac.za<\/a> again?<\/strong><\/h3>\n

        If your request have already been logged and you have a reference number, please do not send another email to help@sun.ac.za<\/a>. This will log a second, duplicate request which will only clog up the system and cause confusion. The same goes for replying to emails from help@sun.ac.za<\/a>. Rather click on the request number and add your comment on the system.<\/p>\n

        \n

        How do I add a comment to my request?<\/strong><\/h3>\n
          \n
        1. Log in at\u00a0https:\/\/servicedesk.sun.ac.za<\/a>\u00a0with your username and password.<\/li>\n
        2. Select:\u00a0Requests, My requests<\/strong>.\u00a0<\/em>The status of all the requests that you have raised will be displayed.<\/li>\n
        3. Click on the reference number of a request to see its details.<\/li>\n
        4. Type your comment in the text box and click on\u00a0Add.\u00a0<\/strong><\/em>The comment will be added to the request. You can also add screen shots for clarification<\/li>\n<\/ol>\n
          \n

          What does the different status options mean?<\/strong><\/h3>\n

          WAITING ON SUPPORT =you are waiting for a response \/ feedback from IT regarding your request.<\/p>\n

          WAITING ON CUSTOMER =IT is waiting on a response \/ feedback from you regarding your request.<\/p>\n

          IN PROGRESS = your request is being attended to.<\/p>\n

          ESCALATED =your request is escalated for further investigation.<\/p>\n

          RESOLVED =your request has been resolved.<\/p>\n

          CLOSED = your request has been closed.<\/p>\n

           <\/p>\n

           <\/p>\n

          [:]<\/p>\n","protected":false},"excerpt":{"rendered":"

          [:en] How do I report an IT problem, request or enquiry? Option 1 Log a service request on our ICT Partner Portal\u00a0with the following information: 1. Description of problem 2. Telephone number 3. Room Number 4. Department and building 5. Asset number of computer, laptop, printer, etc. Requests will be logged automatically and reference number […]<\/p>\n","protected":false},"author":259,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[49,48738,48737,44],"tags":[],"class_list":["post-14854","post","type-post","status-publish","format-standard","hentry","category-general","category-notices-2","category-tips-2","category-training"],"publishpress_future_action":{"enabled":false,"date":"2026-05-08 07:09:58","action":"change-status","newStatus":"draft","terms":[],"taxonomy":"category","extraData":[]},"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/posts\/14854","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/users\/259"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/comments?post=14854"}],"version-history":[{"count":5,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/posts\/14854\/revisions"}],"predecessor-version":[{"id":14902,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/posts\/14854\/revisions\/14902"}],"wp:attachment":[{"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/media?parent=14854"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/categories?post=14854"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.sun.ac.za\/it\/wp-json\/wp\/v2\/tags?post=14854"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}