This week, we’re focusing on the UCAS technical support self-service portal. During Confirmation and Clearing, this will be a useful tool for you to raise IT tickets without contacting the HEP Team.
1. Is there a fee to use the technical support self-service portal?
No, this is a free service to UCAS customers.
2. How do I access the technical support self-service portal?
Sign in to the providers' section of ucas.com and click the ‘Technical support self-service portal’ link under the heading ‘Support and data’.
3. How do I raise a ticket?
Once you’ve signed in to the portal, you can raise a request or issue.
4. What’s the difference between a request and an issue?
- Issue – any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service, i.e. something is not working.
- Request – a request for information or advice, a standard change, or for access to an IT service. These are usually handled by our service desk, and are something that adds to a service already being provided, e.g. installation of an application, a piece of hardware, access to a file, or the provision of a report. It is about ‘giving’ something.
5. Can I set a priority for my incident?
No, you can’t set a priority level. This will be assigned by the person who moderates the ticket.
6. Can I save a ticket and come back to it?
Yes, at the bottom of the page there is a ‘save’ button – so you can save a ticket and edit it later.