General - External
-
How to Submit an HR or Finance Form using the U of A Service Portal
The U of A Service Portal allows you to submit a completed form directly to the appropriate Shared Services team. Do you have a CCID? Use it to log into the U of A Service Portal. Don’t have a CCID? Follow our Accessing the University of Alberta Service Portal - No CCID instructions to sign up for a non-CCID U of A Service Portal account. 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 Sign Up and follow the instructions linked at the top of this article to 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, 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 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 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.
-
Help Using the UofA Service Portal
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.
-
Invoicing in Coupa (SupplyNet)
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.
-
How to Share a U of A Service Portal Ticket with Another Individual
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.