Self Service Help Desk

How to log on and log off of SSHD

  1. URL
  2. You will log into SSHD with your LDAP username and password. (forgot your password?)
  3. Once you inserted your username and password click the “Log In” button or hit the enter button on your keyboard.
  4. To log off of SSHD please make sure you are closed out of any SSHD detail windows and back on the main SSHD site.
  5. SSHD has a “Log Off” button on the top right side of the main menu. Click the “Log Off” button.
  6. A box will pop up asking if you are sure you want to log off. Click OK.
  7. Internet explorer will take you back to the log in window where you can then close the window.

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How to submit an Incident

  1. Once logged into SSHD you will be in “My Service Desk”. There are two ways to submit a new incident. You can click the Incident Management button on the top of the page or click the Report Incident tab under Actions. If you choose Report Incident tab you will jump to step 3.
  2. Under actions click new.
  3. A detailed incident box will appear with your client ID as the default.
  4. You can click on Category to select the correct subject in the category description tree. Once the subject is highlighted click ok.
  5. Fill in the description box with as much detail as possible and include the VU#, location, and problem.
  6. Once completed click the submit button located under actions.

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How to View Open and Closed Tickets in SSHD

  1. You can view all of your open and closed tickets in “My Incidents”. By default SSHD list all of your open tickets.
  2. You can click the down arrow next to open and change it to closed (view past incidents) or open and closed (view all incidents open or closed put in by you in SSHD).
  3. You can view any incident open or closed by double clicking any incident in the list.
  4. Once you are in the incident you can re-open, close, or print the incident. You can also update the ticket but the incident will have to be open. Be sure to click the submit button if any updates are made.

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How to Create an Incident from an Alert (Whiteboard)

  1. Go to the SSHD website and login using your Villanova UserID and password.
  2. On the Self-Service Home page you will see a list of the most recent alerts. Find the one that matches your problem and double click on it.
  3. Click OK to create a new Incident
  4. The necessary fields will be automatically filled in for you.
  5. If you have additional information that you feel will be helpful, enter it in to the "Additional Notes" field.
  6. When you are done, click Submit in the menu to the left.
  7. Your ticket has been submitted. If there is an update or additional information is required you will be contacted

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What is a Newsflash?

A news flash is a quick update or notification pertaining to information technology and services on campus. This can be information regarding an impending change or downtime or a number of other events and items that do not require a system alert. These are meant primarily to be informative and usually do not require any further information from the end user.

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How to Use the Knowledge Base in SSHD

  1. There are a couple ways you can access Knowledgebase from the Self Service Home page:
    1. Click on the icon located on the bottom of the screen that says “Conduct a Knowledge Search” or
    2. Click on the Incident Management tab, and then click the Knowledge Search link.
  2. In the search box, you can type key search word(s)
  3. If your search results is too large/broad, try selecting a Category (located under search box)
  4. You can see you search results listed under the “Search Results” tab on the right.
  5. To view, simply click on the title you’re interested in. This will open up your selection in a new window/tab.
  6. From here you can:
    1. Print the search result selected
    2. Rate how effective this was in resolving your issue (under “Feedback”)
    3. Log a new incident (by clicking on “Log Incident” located on top right)
  7. Clicking “Close” (top right) will take you back to your search results page.
  8. You can do a more advanced search by selecting “Knowledgebase Advanced” (located at the top). This will give you the option to enter additional search options such as:
    1. “Any of these words”; Any single words to search for
    2. “None of these words”; this will leave out search results that have words you include here.
    3. “All of these words”; all words found in a single incident
    4. “Containing the phrase”; an exact phrase to search for
    5. “Environment”; the environment where the incident would be located
    6. Select the Document type
      1. All
      2. How To
      3. Problem Solution
      4. Error Message
      5. Reference
      6. Decision Tree
      7. Select the Source type
      8. Published
      9. News Flash
      10. General

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