In brief

– http://smartdesk.ethz.ch/ (ETH Zurich Login / SWITCHaai)
– Select Incident or Service Request

– If there are several affiliations with ETH, select the one to which the request refers

– Select a category
– Fill in subject
– Select subcategory, if applicable
– Fill in all form fields incl. description, upload attachments if necessary and submit

In details

Logon to the SmartDesk – http://smartdesk.ethz.ch/

Click “Start”

Enter your credentials

Select Incident or Service Request

Before a form can be selected, one must decide between “Incident” and “Service Request”. The following text is offered as a decision aid:

Incident (ITIL)

An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and Customer productivity.

Service Request (ITIL)

A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

In short:

I have a problem -> incident

I want something -> service request

If there are several affiliations with ETH, select the one to which the request refers

Select a category

Incident		Service Request

Not only D-GESS

The Smartdesk is not only a contact point for IT concerns and problems in D-GESS, but for all IT-related issues. You can create tickets for ETHIS, ETH Web /AEM, Finance, eDoz, etc.

Requests and problems in D-GESS

What I want to do	Ticket type	Category	Remark
Report problem	Incident	Other problem / Anderes Problem	Corresponds to the old standard form
Make Request	Service Request	Request / Anfrage	Corresponds to the old standard form
Equipment Loan	Service Request	Lending / Ausleihe	New form
Entry Employee	Service Request	Entry Guest (not HR) / Eintritt Gast (nicht HR)	Entry notification for a person who is not hired via a notification to HR
		Entry Employee (HR) / Eintritt Mitarbeiter (HR)	Entrance notification for entry via HR, including guest professors and Erasmus program
Leaving Employee	Service Request	Leaving / Austritt	Notification for a person leaving the group, regardless of how they are employed and whether they leave ETH

Fill in subject

Enter your text, SmartDesk searches for keywords and attempts to match them against an internal database. If SmartDesk finds an entry that could match, it displays it on the right side of the input screen. The goal of this “artificial intelligence” is to be able to answer certain IT queries before opening a ticket, so that it is ultimately no longer necessary to create a ticket. The more employees use the new portal, the more “intelligent” the database or SmartDesk becomes. We ask for your understanding if these entries are not always correct when SmartDesk is launched. Over time, they should improve continuously.

Select subcategory, if applicable

There are some Categores where you have to choose a sub-category to get a form.

Fill in all form fields incl. description, upload attachments if necessary and submit

Depending on the form that appears, various fields must be filled in. Please provide as much information as possible so that we can help quickly.