ServiceHub - Frequently Asked Questions

OVERVIEW

ServiceHub offers comprehensive IT support and resources through a redesigned service catalogue, a personalized client portal, and a comprehensive knowledge base.

DETAILS

what is servicehub?
ServiceHub is an IT service management solution that provides a list of services users can access, knowledge articles about how things work and a means for support teams to organize, track and collaborate through to provide help to users with problems they encounter using SFU systems or tools.
what kind of information can I find on Servicehub?
You can find information about services and systems that IT Services support or facilitate access to. Many articles are how-to or self-help in nature so you can learn how to use the many tools available at SFU.
how do i find what i am searching for?
There are a couple of ways to find articles or services in ServiceHub. The best option is to use the search bar at the top right of the webpage. There is also one in the center of the ServiceHub landing page. If you want to refine your search, you can focus it by clicking on the triangle beside the Globe icon and select between All, Knowledge Base or Service Catalog. In most cases, searching All is fine.
The ServiceHub search bar allows users to choose to search All of ServiceHub, the Knowledge Base or Service Catalog.
 
 
You can search for the most relevant information based on your role at SFU.
 
Search ServiceHub based on your role: Alumni or Visitors, Student, Faculty or Staff or IT Staff.
Alternatively, you can use a search engine (e.g. Google, DuckDuckGo, Yahoo, etc.) to find knowledge articles.
 
DO I NEED TO SIGN IN TO USE SERVICEHUB?
It is best practice to sign in to use any system at SFU. For ServiceHub specifically, most information students, faculty and staff may need to find is public. But there are articles, services and support avenues that only work when you are signed in. To sign in, click the Sign In link in the upper right corner.
how do I know if I'm signed into servicehub?
You'll see your name in the upper right corner of the page.
SOMETHING ISN'T WORKING AS I EXPECTED. HOW DO I GET HELP?
First, make sure you are signed into ServiceHub. Check to see if there is a Service Outage. If the service you are having trouble with is reported as being out, try again when the scheduled outage ends or follow the directions included in the outage. If the service is not scheduled for an outage or there is no outage report, click on the Get Help button to fill out a support ticket.
 
Screenshot of Is Something Broken section from the ServiceHub page.
I can't log in! How do i get help?
There are many reasons why you may not be able to sign in to submit a support ticket. If you are experiencing trouble signing in, you can open a ticket by clicking on the Can’t Log In button. Be sure to include an external email address or phone number the Service Desk team can reliably contact you at.
Screenshot of the Can't Log In support button for students, faculty or staff to use when they require login, MFA or account assistance.
I need help urgently and don’t have time or ability to file a ticket. What do I do?
If your matter is urgent, it is best to call (778-782-8888) or visit your local IT Services help desk. If you have dedicated IT support for your department or faculty, reach out to them.

 

ServiceHub Ticketing Application FAQ

For FAQs on ServiceHub Ticketing App (TDNext) for ticketing agents and technicians, please visit this article.

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Details

Article ID: 9337
Created
Wed 3/27/24 3:58 PM
Modified
Mon 6/24/24 1:39 PM