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.

The UofA Service Portal (Freshservice) is here to support your University of Alberta experience! The Student Service Centre and the Staff Service Centre (HR/Finance Service Desk and IT Service Desk) are both available through the UofA Service Portal.  The following overview showcases the primary functions of the UofA Service Portal. 1. Typing in the search bar will provide you with relevant solution articles, service catalog items, and your historical service tickets related to your inquiry. It is recommended you search using keywords or simple phrases for best results.  2. Clicking on a Service Catalog or General Inquiry tile will take you through the process to create and submit a service ticket. We recommend checking the relevant Service Catalog tile (Student Services, IT Services or Staff Services) to see if there is an existing service catalog tile for your inquiry or form. If you cannot locate an appropriate service catalog tile, please submit your inquiry using one of the General Inquiry tiles (Student Services, IT Services or Staff Services).  Note: depending on your relationship to the University, you may not have access to all categories or tiles. 3. If you have any open UofA Service Portal tickets, they will be shown at the bottom of the screen. Click View all to see all open tickets. You may click in to an open ticket to view the ticket and respond, if necessary. If you would like to view your prior tickets (resolved or closed status), please see item 4 below.  4. Click the hamburger menu located in the top left corner to view solution articles, access your complete service ticket history (including resolved and closed service tickets), and view all available service catalog categories. 5. Click the profile icon in the top right corner to view and edit your profile. From here you may also view recent announcements from the Freshservice team. If you encounter any issues using the UofA Service Portal during business hours, please reach out to the Staff Service Centre by phone or chatbot or the Student Service Centre by one of their available service channels.

The University of Alberta uses the Coupa Software Procure-to-Pay platform (SupplyNet) to electronically process purchase orders (POs) and invoices for goods and services. Since invoices submitted through Coupa are immediately transmitted into the University of Alberta system, processing times are reduced.  Suppliers are encouraged to submit their invoices directly in the Coupa portal, using one of the following options:  Option 1: Invoice via the Coupa Supplier Portal Register on the Coupa Supplier Portal by clicking the "Create Your Account" Button in your Coupa email and create invoices directly against the PO. Click here for Information and Tutorials on the Coupa Supplier Portal. Option 2: Submit invoices directly from the PO email   Use the "Create Invoice" button provided in the PO email to submit invoices. Click here for detailed instructions. You can also forward the PO email to someone within your organization to create the invoice. Note: to use this option, you will be required to complete multi-factor authentication. The authentication will be sent to the email address that received the PO.  For questions regarding the Coupa Supplier Portal or if you would like to register for the Coupa Supplier Portal, please email the University of Alberta Procurement Team at procure@ualberta.ca. 

Current employees may personally request an Employment Verification Letter; however, a third party (government agency or screening company) may also request an employment verification on behalf of an individual. The third party request will only be actioned if the request is accompanied by a consent/authorization to release employment information form signed by the individual. The third party employment verification will generally include: Position title Start and end date (if applicable) of the appointment Department Type (full-time or part-time status) Third party employment verification requests must be submitted to the Staff Service Centre through the U of A Service Portal: 1. Click the Login link in the top right corner of the U of A Service Portal homepage to log in to an existing account, or click Sign up to create a new account. 2. Once logged in, click the Submit a Staff Services General Inquiry service catalog item. Note: the service catalog items displayed may vary depending on your relationship to the University. 3. Complete the mandatory fields: 1. Select the Staff General Enquiry support option. 2. Input your email address. 3. Input the nature of the enquiry as "Third Party Employment Verification". 4. The description should include the first and last name of the individual. 5. Attach the signed consent form/authorization to release employment information. Note: if signed consent/authorization to release employment information is not included with your request, the verification will not be completed. 6. Click Submit. 4. You will receive an email confirming that a service ticket has been created and assigned a ticket reference number (generally formatted as INC-XXXXXXX or SR-XXXXXXX). 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 Service Portal account. Note: Education verifications are not provided by the Staff Service Centre. If you are an employer or third-party and you need to confirm a graduate's education or degree completion status, please submit your request through one of the following methods: send an email to degree.verifications@ualberta.ca. submit your inquiry through the Student Service Centre by selecting the "Third Party - Degree and Education Verification Requests" subject line.

Only the individual that created the service ticket (the Requester) can view their service ticket in the U of A Service Portal. If a Requester wishes to include another individual in their service ticket communications they may choose to add a Ticket Watcher using the "Share" function. A Ticket Watcher will not be able to access the service ticket in the Service Portal, but they will receive email notifications each time the ticket is updated. The email notifications can be viewed and replied to directly from their email inbox. To add a Ticket Watcher to your service ticket please follow the instructions below. 1. In the U of A Service Portal, navigate to the Service Portal ticket that you wish to share. Click the Share button located in the top right corner. 2. The Share dialogue window will be displayed. 3. Input the desired email address and hit the tab or enter key on your keyboard to submit the Ticket Watcher information, the submitted email address will now be displayed below the text box. Note: If you are adding an individual with a U of A email address as a Ticket Watcher you must add their primary CCID email address, do not use U of A alias email addresses. 4. Click the OK button to finalize the Ticket Watcher assignment. 5. The Ticket Watcher will now receive email notifications each time the service ticket is responded to or resolved. A sample email notification is shown below. Note: Ticket Watchers must use the "Reply" function in the email directly to add a response to the service ticket. The reply must be sent from the Ticket Watcher CCID email address, replies made from an alias email account will not be delivered. The ticket link located at the bottom of the email is only accessible to the service ticket Requester. 6. Requesters may remove a Ticket Watcher at any time. To remove a Ticket Watcher, click the Share button to launch the Share dialogue box (refer to steps 1 and 2 above). 7. Once the Share dialogue box has been opened, click the X button next to the Ticket Watcher that you wish to remove. Click OK to finalize the removal. 8. The Ticket Watcher status is now removed and the individual will no longer receive updated relating to the service ticket. Ticket Watchers that encounter any errors when replying to the service ticket notification email are advised to call the Staff Service Centre at 780-492-8000 to have a Staff Service Centre Advisor add a reply to the ticket on their behalf. Note: Service Portal users with "Agent" access may encounter a slightly different interface when using the "Share" function. If you are an Agent user and require assistance with the "Share" function please contact the Staff Service Centre.

Basic directory contact information is populated automatically from PeopleSoft, however Staff of the University of Alberta can manually update their directory information. Staff are also able to hide active directory listings; When a directory listing is hidden it will not appear in the directory and will not be searchable. Below are instructions on how to hide your University of Alberta Directory listing. 1. Visit the U of A Directory webpage. 2. Click the Login link in the top right corner of the page to log in with your CCID and password. 3. Once you have successfully logged in the screen will show your name and CCID in the top right corner. 4. Click the Dashboard link located next to your name. 5. Your dashboard will now be displayed. Click the Edit Contact Card button. 6. Click the Actions button and select Hide Card. 7. You may have multiple contact cards on your listing. Hiding a contact card means the details contained in that card will not show up in search results. You will remain searchable by the contact information in whichever cards are not hidden. If you hide all the contact cards on your page, you will not show up at all in the directory and you will not be searchable. If you have done this, you can find your own page again by logging in and navigating back to your dashboard. 8. If you require assistance with your directory listing click the Manage Content button and select Get Help to display a list of individuals that may assist with making changes to your directory listing. 9. If there are no individual contacts displayed under the Get Help area please contact the IT Service Desk for further assistance. For additional assistance with managing the content on your directory listing please view our comprehensive guide to managing People Pages. For technical support please contact the IT Service Desk through the Staff Service Centre.

All University facilities are managed by Campus Operations + Services. Facilities have designated Facilities Services Partners to assist with departmental cleaning, maintenance and operations service requests and to help link the community with necessary services, information and more. For maintenance or cleaning requests for U of A campuses and off-campus facilities (including Enterprise Square): Maintenance + Cleaning Information Maintenance Response + Completion Standards Submit a Maintenance Request For space management, including construction + renovation, furnishings, moving services and signage: Space Management Policy Space Management Project Intake / Work Requisition Form To contact your Facilities Services Partner: Facilities Services Partner Directory

Basic directory contact information is populated automatically from PeopleSoft, however Staff of the University of Alberta can manually update their directory information through a self-service function built into the Directory. Staff may also choose to add additional information (such as a CV, publication information, scholarly activity, etc.). It is important to note that any manual updates made to your directory listing will persist even if the information in PeopleSoft is updated or if there are changes made to your appointment (such as a promotion, transfer, etc).To switch back to using data from PeopleSoft, use the "Revert Overrides" button (see step 7 below). Below are instructions on how to update your University of Alberta Directory listing. 1. Visit the U of A Directory webpage. 2. Click the Login link in the top right corner of the page to log in with your CCID and password. 3. Once you have successfully logged in the screen will show your name and CCID in the top right corner. 4. Click the Dashboard link located next to your name. 5. Your dashboard will now be displayed. Click the Edit Contact Card button to edit your listing. 6. From here the following options are available : To add information (such as a CV or biography information) to your page click Manage Content. To edit or hide your contact card (including address, phone number, email address, etc.) click Actions. To upload, update or remove a photo click Upload. 7. When editing your contact card (option 2 above) you will be able to change your job title, department, and email address (all three of which populate automatically from PeopleSoft). You may also change your physical address if you work on campus, and your phone number, if you use it for work. If you have made changes to your default fields (Job Title, Department, or Email Address), you will have the option to "Revert Overrides" which will change all three back to their default values from PeopleSoft. If you wish to change your name you will need to do so through Bear Tracks. Note: You can add multiple contact cards, which may be useful if you hold multiple roles at the university. You may also hide contact cards, meaning the details contained in that card will not show up in search results. You will remain searchable by the contact information in whichever cards are not hidden. If you hide all the contact cards on your page, you will not show up at all in the directory and you will not be searchable. If you have done this, you can find your own page again by logging in and accessing your dashboard (see step 4 above). 8. When you are finished editing your directory listing click the Finished Editing button located in the upper right corner. 9. Your updated directory listing will now be displayed. Review the information, if additional edits are required you may click the Edit button and apply the edits. 10. If no further edits are required you may log out by clicking your Name, located in the upper right corner, and selecting Logout. For additional assistance with managing the content on your directory listing please view our comprehensive guide to managing People Pages. For technical support please contact the IT Service Desk through the Staff Service Centre.

The University of Alberta is committed to providing a safe, inclusive and supportive work environment for employees. In appropriate circumstances this can include opportunities to work from home. The Work from Home (WFH) Program provides employees the flexibility to work from home while maintaining the necessary level of productivity, engagement and performance required by the university. Eligibility for the Work from Home program is outlined in the Work From Home Program Guide. Requests to work from home are formalized through a Work from Home Application Form. How to apply for the Work from Home Program: Review the Work from Home Program Guide and assess whether your role is eligible for consideration. Complete the Work from Home Application Form and submit it to your Supervisor for review. Your Supervisor will meet with you to discuss your application, assess the feasibility of the proposed agreement and facilitate next steps. For further information, including the Frequently Asked Questions resource, please visit the Work from Home Program website or speak with your Manager or Supervisor directly. Managers and Supervisors can find more information on administering the Work from Home Program on the Managing a Hybrid Workspace website. Work from Home Program requests are not processed by the Staff Service Centre.

Support Partners are experts in one functional area and are the main point of contact for matters relating to their functional area. Departments have designated Support Partners for the following functional areas: Information Technology Financial Services HR Service Partnerships External Relations Research The instructions below will walk you through how to locate and contact the Support Partners that have been assigned to your area. Note: For inquires related to departmental cleaning, maintenance and operations service requests please visit the Facilities Services Partner webpage and search by Department or Facility to locate your Facilities Services Partner contact. 1. Visit Apps@UAlberta.ca and click the Login link in the top right corner of the page to log in with your CCID. 2. Click the Support Partners link located under the Help category. 3. You will now be shown a list of available Support Partner contacts for your area. Click on their Name to view their contact card. 4. To locate the Support Partners for other departments navigate to https://apps.ualberta.ca/support. Click the desired Department Group or Contact Group to view the Support Partners assigned to the area.