Service Desk Requester FAQ

1. Why do I need a Services account to access the Service Desk?

The Service Desk uses Services accounts, which in turn use LDAP, a protocol for authenticating against, querying, and modifying directory services over the Internet. Other applications you use daily will eventually use your Service account for authentication too, so you will have the same username and password for many applications.

You will still need your Windows domain or Kerberos accounts to log in to your computer. The Services account is used to access applications. See the Services Accounts page for more information, including which applications are supported.

2. What if I am off-site and don't have a KCA certificate? How do I get my Service Account password?

You can call Service Desk at (630) 840-2345 and they will create a Service Account password for you.

3. How do I have someone paged after hours?

You must call the Service Desk at (630) 840-2345 in order to have someone paged, just as with the old Helpdesk system.

4. Are there any browser sensitivity issues?

The new service desk tool works in the lab’s supported browsers: Firefox 2/3 and IE 6/7. We still have not certified Safari or IE 8 because of issues with multiple web applications.

5. How many attachments may I add?

You may only submit one attachment when you submit a request. (Attachments are a new feature to this system). But after you submit the request, you may add more attachments to you request by using "Add Work Info". Follow the instructions here.

6. Do I need KCA certificate to use the new Service Desk tool?

No, KCA certificate is NOT needed to use the tool. KCA certificate is only needed when you want to use the self-service password tool to set your Services Account password.

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Last updated by cdweb on 04/21/2009