Navigation and Login Navigate to one of the following web addresses: On campus: https://service.cscc.edu or off campus: https://cscc.serviceprocloud.com/cloud9 Type in your CSCC username and password Click Login or hit the Enter key on your keyboard Username and Password fields Clicking on Forgot Password? will Redirect to password.cscc.edu
Find and Change Profile Settings Once logged in, the home screen will load. The Side Bar, on the left, is used to navigate. (It can be hidden by clicking on the gray arrow.) Side bar Home screen Show/Hide arrow To change profile settings, with the side bar showing, click on the drop down arrow on the right of the profile name Click on Profile Profile name and drop down arrow
The profile page will open. In the profile page, add or edit home and cell number, email address, and avatar. Choose font size and color, text notification settings, color scheme, and home screen widgets. Once changes are made, make sure to hit the save button at the top left. Save button Click to edit underlined fields Check the widgets you want to see on your Home screen
Navigating the home screen The home screen is comprised of: The side bar (shown one the previous page) Notifications (If there are no notifications, nothing will show.) Search field (search by key word, word(s), or phrases) IT hours, Contact Information, and Campus Information Show/Hide buttons Log out + New Request Recent Requests (shows a simplified list of recently entered requests by currently logged in user) Self-selected widgets (shown on next page) Number of notifications Click bell to view Notification(s) Search field Log out and show/hide buttons Recent Requests IT and Campus Information
Navigating the Home Screen-continued Below is a Home Screen with the side bar collapsed and four widgets A widget is an interface which displays information as well as allow user interaction (Your home screen may look different) Service Catalogue, Request Status Chart, and Recent Updates to submitted service request(s), and Most Viewed Articles. Widgets can be refreshed, moved around, and set to different colors Widget Click on title to open Knowledgebase articles Refresh, Minimize and Change Widget color
Entering a Service Request There are multiple ways, from the home page, to select, and begin a service request. Click on the + New Request button: Click on a selection under Top Requests: Or click on a Service Type from the Catalog: *Regardless of which option is chosen, a service type must be selected
Entering a Service Request-Continued In this example, the user has selected + New Request When the request opens up, click on Enter title, and begin typing. Once the title is complete, click on the check mark to accept it, or the X to cancel it. After the title is completed, if a key word is detected, a knowledge base (KB) article suggesting a solution to the issue will pop up. In this example, the solution is in an attached document. Other solutions may be in the body of the article. If the solution applies, and the issue is resolved, use the navigation Cancel button to cancel the service request. If the issue is not resolved, click on the Next button, and continue with the service request. Navigation Buttons Click on attachment to open solution.
Entering a Service Request-Continued All available Service Types will show in a drop down list. Select a Service Type, and click the check mark. If the Service Type is chosen before a title is entered, it will default the title to the name of the service type. Choosing a Service Type will bring up a new tab if there is any Required Information. Click on the far right buttons to navigate, submit, or cancel the service request. Click on the tabs to navigate from one tab to the other. Checkmark to choose the request or the X to cancel it. Navigation Buttons Tabs New required tab Update title Fill out Required Information tab. Required fields are indicated by an asterisk * in front of the field. (The request cannot be submitted until those fields are complete.) Once the required fields are filled in, click on the submit button. A service request number will be generated.
Tracking Service Requests The My Requests page shows all requests submitted by the current logged in user. Clicking on the blue number under the Ref#, will open a full view of the request. Users will be able to view the status and details of all submitted requests. Users can also search for requests, sort requests by field, and filter requests by type. A numbered horizontal bar allows users to move to the next page of requests. The Request Preview pane contains the Details Tab, Properties Tab, Document Tab, and if applicable, a Required Information tab. From the request preview pane, users can view request details, view a timeline of memos and messages, which is called the Activity Stream. Request preview pane Blue request number Page navigation Activity Stream
Update Service Request Users can update a service request from either the request preview pane, or for a larger view, by clicking on the blue hyperlink service request number. Clicking on the blue highlighted Update Request, opens a memo field where a user can update information, attach a document, or set a reminder notification for the service request. Users can also view and search the Activity Stream for information entered by the technicians. Update request selections.
Knowledge Base (KB) To access the Knowledge Base, select the option from the side bar. Users can search using any word, all words, and exact phrase, or search by Top Articles. Searching by Top Articles, bring up the 20 most commonly used KB articles. The selected article will show on the right side of the screen in the Details Pane. Users can click on the blue hyperlinked article ID for a full view of the KB article. Details pane Click to view attached documents Hyperlinked KB ID Please direct questions to the IT Support Center at X5050.