This guide has been designed to assist you:

• Report an IT related incident
• Request an IT related service

Please follow the instructions below.

1. Go to: http://esupport.business.unsw.edu.au
2. A login screen will appear. Type in your zPass (this is the same login as “Outlook” mail. For information on the zPass please visit http://www.idm.unsw.edu.au

   

   screen 1: Login screen

3. Request Support. There are two main types support. These are:

• Create a New Incident – relevant for problems you may have with a current system. This may include machines not working, unable to access the internet and being unable to log in.
• Create a New Service Request – use this for any new service you may require from IT@ASB. This may include purchasing a new computer, gaining access to a system or needing to borrow A/V equipment.

Also please note the Search for a Solution box on the right where you may find an article which solves your issue.

How to create a new Incident

1. Create incident report. Click on the “Create a new Incident” button located in the “Request Support” section.
   • A search box will appear. You can search the “Knowledge base” for a possible solution to your problem. If you can not find a solution or want to skip this search click on the “Create Ticket” button, located next to the “Search” button.

   

   Screen 2: Create new incident – search knowledge base function

2. Report the incident. You will need to provide the following information:
   • Enter a phone number
   • Enter an email address
   • Select an Incident Area (a pop–out window will come up with a list of categories)
   • Describe the problem - include any relevant information that may best assist us with your call
   • Attach any related documentation by clicking on the “Attach Document” button, located at the top of the web page

 

3. Submit incident. Once all the information has been entered, click on the “Submit” button, located at the top on the web page.

   

   Screen 3: Create in new incident – report incident

4. Incident submitted. One of our IT technicians will contact you regarding the completion of this incident.

How to Create a New Service Request

1. Create new Service Request. Click on the “Create a new Service Request” button located in the “Request Support” section.
2. Submit the Service Request. You will need to provide the following information:
   • Enter a phone number
   • Enter an email address
   • Choose a Category from the pop-out menu
   • Describe what service you are requesting. Include any dates, location and information that may help us fulfil this request
   • Attach any related documentation by clicking on the “Attach Document” button, located top of the web page

   

Screen 4: Create in Service Request

3. Submit Request. Click on the “Save” button, located at the top of the web page.
4. Service Request submitted. One of our IT technicians will contact you regarding the completion of this Service Request.