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How to Submit an HR or Finance Form using the U of A Service Portal

Modified on: Fri, 21 Feb 2025 4:43 PM

The U of A Service Portal allows users to submit a completed forms/documents directly to the appropriate Shared Services team for processing.


Note: you must be logged in to the Service Portal to submit forms or documents, inquiries and support requests. 


1. Click the Login link in the top right corner of the Support Portal homepage to sign in with your CCID. 
Note: if you do not have a CCID click the Sign Up link in the top right corner and follow the instructions linked here: create a non-CCID account.



2. After clicking Login you will be taken to the freshworks sign in screen. Click the Sign in with CCID button to sign in with your CCID or enter your email and password to sign in with your non-CCID account.



3. Once you have successfully logged in to your account, the U of A Support Portal home page will be displayed. 



4.

If you need to submit a form, select the appropriate Services Catalog tile (Student Services Catalog, IT Services Catalog, or Staff Services Catalog) to view specific service categories. Once you have chosen the appropriate tile, click the specific service catalog item and follow the prompts to submit your form. 



5.
  • If you were able to submit your form through a specific services catalog, skip ahead to step 8.
  • If you are unable to locate a specific service catalog option for your form, return to the support portal homepage and click the appropriate General Inquiry tile (Student Services General Inquiry, IT General Inquiry, or Staff Services General Inquiry) to submit your form via a General Inquiry service ticket.



6.
 Complete the required fields on the General Enquiry form, adding a short description of the form you are submitting or any other important information that will help the team processing your form.



7. Click the Attach a file link at the bottom of the page to attach your fully executed form and any supporting documents. Review the information and your attachment(s) for accuracy then click the Submit button in the bottom right corner to send the form to Shared Services.



8. You will now receive an email confirming that a service ticket has been created and assigned a ticket reference number (generally formatted as REQ-XXXXXXX, SR-XXXXXXX, INC-XXXXXXX, etc). Updates will be sent to you via email as the service ticket is addressed by the service team; however you can view, update, and respond to your tickets at any time through your U of A Support Portal account.
9. To view all open tickets, return to the U of A Service Portal homepage and scroll to the bottom. If you have multiple open tickets you may need to click View all to see all tickets.




10. To respond to or update a ticket, select the appropriate ticket and click the Reply button. You can reply to any ticket that is in open or resolved status, but you cannot reply to a closed ticket.



11. To view all historical tickets (open/resolved/closed) click the hamburger menu located in the top left corner of the U of A Service Portal homepage.



12. Select Tickets from the drop down menu to view a list of all historical tickets.



13. Should you need to respond to a ticket that is now in closed status, please submit a new inquiry (referencing the service ticket number of the closed ticket in the description) or call the Staff Service Centre to speak with a Shared Services Advisor.


For additional guidance with using the U of A Service Portal please see our Getting Started Service Portal resource. If you encounter issues with the U of A Service Portal please call the Staff Service Centre.

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