Incidents

What is an incident?

An incident is something that is broken or is not working as expected and needs to be fixed.

Examples include:

a laptop that cannot connect to Wi-Fi
being unable to sign in to your account
an application or service that is not working correctly

If you need something new, such as equipment, access or a change to an existing service, raise a request instead.

If an incident prevents you from signing in to the Self-Service Portal, contact the ICT Service Desk using the contact details on the ICT Services page.

How do I log an incident or report a security issue?

1. Go to uobservicedesk.beds.ac.uk. You can also access the portal through the Service desk button in the top-right corner of the staff intranet, in.beds, then select ICT.

Service desk menu on the staff intranet, showing options including ICT.

2. Select Log in to Self-Service Portal.

Self-Service Portal login page with options to log in to the Self-Service Portal or as an operator.

3. Sign in using your University email address, password and MFA.

University sign-in page asking for a University email address.

Log an incident

4. On the Self-Service Portal Home page, select Raise a new Incident.

Raise a new Incident tile on the Self-Service Portal home page.

5. Complete the Incident form with the relevant information, then select Submit.

Raise a New Incident form showing fields for requestor and incident details and a Submit button.

Report a security issue

6. On the Self-Service Portal Home page, select Raise a Security Issue.

Raise a Security Issue tile on the Self-Service Portal home page.

7. Complete the security issue form, then select Submit.

Raise a Security Issue form showing fields for the security issue details, affected users and impact.

What information should I provide?

Providing clear and detailed information helps ICT understand, assign and resolve your incident more quickly.

When completing the incident form, include as much relevant information as possible. Consider:

Have you reported the incident before? If so, what was the reference number?
Is anyone else affected?
When did the incident start?
How often does it happen?
What were you doing when it happened?
What happens when the problem occurs?
Do you see an error message? If so, include the exact message where possible.
Are you a University employee or contractor?
Does the same thing happen on a different computer or device?
Does someone else experience the same problem when using your computer?
Have you restarted your computer or device, and does the problem continue afterwards?

You can also attach relevant screenshots or files to help explain the problem.

Requestor Details section of the Raise a new Incident form, showing contact details, location and a brief issue summary.

Incident Details section of the Raise a new Incident form, showing fields for the device, issue, error message, start date, affected users and attachments.

Complete the required information and add any other relevant details, then select Submit.

Your incident reference number will then be displayed.

Confirmation page showing the submitted incident and its reference number.

You will also receive a confirmation email containing the reference number. Keep this number so you can refer to the incident later.

How do I view or update an incident?

On the Self-Service Portal Home page, select My requests. You can also open an incident from the confirmation email you received after logging it.

My requests tile on the Self-Service Portal home page.

A list of your incidents and requests will be displayed. Select the ticket you want to view.

My requests page showing a list of logged tickets with their reference numbers, descriptions, statuses and dates.

The ticket shows its current status, details and previous updates.

Add an update or attachment

Previous messages are displayed under Updates.

To add more information, enter your update in the text editor, then select Send.

To add a file, select the paperclip icon in the text editor, then choose the file you want to attach.

Incident ticket showing previous updates and a text editor with options to add an update or attach a file.