The Knowledge Base has been migrated to a new environment. You have likely landed on this page as a result of utilizing a link or bookmark pointed at the old Knowledge Base. In addition to browsing an expansive repository of troubleshooting articles, you are now also able to review available services and submit service requests! Information about navigating through these new features is available in the following sections, as well as links to some of our most popular articles.
Quick Search
Logging in and Visibility of Article Content
While some limited content is visible to all Knowledge Base visitors, the majority of Knowledge Base article content is only visible after signing in with your CMU Global ID and password. If you are looking for something specific but are having trouble locating it, be sure to click the Sign In link in the upper-right corner of the page:
If you are already signed in, the Sign In link will be replaced by your name.
Navigating the Client Portal
The Client Portal will always have the following navigation menu at the top to help you easily locate the information that you need:
It will also have the following navigation menu to the right of the page:
- Home: This link provides the Help Desk Hours and Contact Information, including the Click to Chat link. It also serves as the main hub for navigating the portal, with links to the Service Catalog, Knowledge Base search and an easy way to view and manage all of your Submitted Tickets (Service Requests).
- Services: You can browse the entire catalog of services made available from the Office of Information Technology here. Please see the next section for further details.
- Knowledge Base: This link will take you to the repository of available support articles. This area is divided into Categories to help filter information, as well as sections for the most Popular and Recent articles. Additionally, you can search for articles using the link near the top of the page (directly below Home) to filter based on specific criteria.
Search for Services, Request Assistance, and Submit Service Requests (Tickets)
Many services are available via the Client Portal. If you require assistance, you can directly submit a Service Request by using the Services navigation link, or by clicking or by selecting the Request Assistance button to the right of select Knowledge Base articles. A brief overview of the submission process can be found in ITSM: Request Assistance (Submitting a Request via Service Catalog).
For detailed instructions and definitions, please see ITSM: Create A New Ticket.
Favorites
The new Knowledge Base Client Portal has a helpful new feature - Favorites! This allows you to save specific Services to your dashboard for easy access - great for those Services that you may need to frequently, or when you do not have time to locate something specific by browsing the Catalog. On each Service page, you'll see the following action button:
Selecting the Add to Favorites button will save the Service to My Favorite Services within your personal dashboard, and can be retrieved by clicking on Services and then My Favorite to access the saved list: