How can I access the ESC self-service portal?

The ESC self-service portal can be access by going to https://service.uiowa.edu/ and logging in with your HawkID and password

 

Where can I find more information about how to use the ESC self-service portal?

More information on navigating the ESC self-service portal can be found at in both our Enterprise Service Center Self-Service Portal Quick Reference Guide and our Enterprise Service Center Self-Service Portal Navigation document.

What email address does the ESC messages come from?

When you interact with IT Support via the Enterprise Service Center (ESC) portal, you will receive email notifications from ui-service@uiowa.edu

When will I receive a notification from ESC?

You will receive email notifications when a ticket is opened, closed, when a support team adds notes or troubleshooting information, or if they ask you a question to obtain further information.  If a note is added to your ticket this will be visible within the email notification as well as in the self-service portal within the actual ticket.

Can I unsubscribe from email notifications? How do I stop email notifications?

You are not able to unsubscribe from the email notifications that come from ESC.  A work around would be to setup an email rule to either automatically delete the message or route them to a different folder.  More information on how to setup email rules can be found here.

How do I add a note or communicate with IT staff?

To add a note to your ticket or communicate with IT Staff, login to the ESC self-service portal and go to your ticket by either clicking the ‘My Tickets’ tab in the top menu or by going to the ‘My Ticket’ section on the main home screen.

ESC My Tickets

 

Click the ‘Add Comment’ button to add a note to your ticket that will then be sent to the IT support person working on your request

ESC Add Note

How do I view a note or an email on my ticket?

To view a note on your ticket, login to the ESC self-service portal and go to your ticket by either clicking the ‘My Tickets’ tab in the top menu or by going to the ‘My Ticket’ section on the main home screen.

ESC My Tickets

 

If you have a note or email associated with the ticket, both would be under the corresponding tabs (notes, emails)

ESC view notes and emails

How do I view the status of my ticket?

To view a note on your ticket, login to the ESC self-service portal and go to your ticket by either clicking the ‘My Tickets’ tab in the top menu or by going to the ‘My Ticket’ section on the main home screen.

ESC My Tickets

 

In the ‘My Tickets’ area, you will see the status of your request under the ‘Status’ column.

My ticket status

If you open a ticket, the ‘Status’ is displayed on the right-hand side.

My ticket status bar

 

 

How do I add an attachment to my ticket?

Once you are in your ticket, you can add an attachment by either clicking on the paper clip icon or by going to ‘Attach’ in the menu bar.

ESC adding attachments
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