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New system for IT support case

On 4 July, the IT Division will start to use LiUdesk, LiU’s case management system. This means that the information email you receive after contacting Helpdesk will have a new appearance. To get an overview of your IT support case, and to submit responses on the service website follow the link in the email.

LiU’s IT Division is changing the case management system to LiUdesk. As a result, the email confirming that your case has been received will have a LiU profile and a new layout. The email will not show the contents regarding your case.

Previously you responded to a case in the email. In the new system, there is a link that takes you straight to the case on the service website where you can view the content. Here you get a better overview than before, and it’s easy to see all your cases – also from the Info Centre, for instance.

When your case gets a response, a new email is sent to you. Again, you click on the link to see the case thread on the service website. If you solve your problem yourself, you can close the case on the service website.

Ongoing cases created before 4 June

If you have an ongoing IT case in the old system, it will be managed there. You will receive unformatted emails that you respond to straight from your inbox.

New cases from 4 June

If you want to create a new case, it is recommended that you use the service website (Servicewebben) and navigate to IT Services -> Contact the Helpdesk, but you can also continue to use the email address helpdesk@liu.se. After 4 June it will not be possible to submit cases via MinIT.

 

Check out the service website in LiUdesk – liudesk.liu.se

Your support case in LiUdesk

To play the video you have to log in using your LiU ID. Click on “log in” in the video below if the video doesn’t start automatically. Then enter your LiU log in details in the pop-up window.

Activate the English subtitles by clicking the small icon “CC”.


2019-05-29




Page manager: karin.linhardt@liu.se
Last updated: 2019-06-12