Self-Service Portal Quick Start Guide

Self-Service Portal

Use Knowledge Base articles to find answers to your questions or to find the correct related support ticket. 

The Self-Service Portal is available at the top of my.baker.edu by clicking on Get Help. You can also navigate the Mega Menu under Information Technology to find Get Help.
Arrows point to "Get Help" on my.baker.edu, and under its Mega Menu.


When arriving at the self-service portal, make sure you are signed in at the top right so you can see articles that may not be open to the public.
An arrow points to "Sign In" at the top of TDNext.

Knowledge Base

Knowledge base articles are designed to get you answers fast. Depending on the topic there may be attached files, links, and general information about your topic.

The most commonly accessed knowledge base articles are displayed for convenience on the main page.
An arrow points to the Top Knowledge base articles on the TDNext mainscreen.

If you are looking for something else, the search feature is the fastest way to access the information you need right away. 
An arrow points to the search field at the top right of the TDNext mainscreen.

Tip: Knowledge base articles are also tagged with keywords. Use a hash tag with your search (example: #password) to get only articles that are tagged with this word.  


Any attached files will show on the right-hand side of the article.
 An arrow points to the "Files" section within a Knowledge base article.

The "Submit a Ticket" button will show on the right-hand side of the article if there is a relevant ticket service available.
An arrow points to the "Submit a Ticket" button.

 

Services (Tickets)

If you need to submit a ticket, you can easily do so from the main page by clicking on "Submit Your Ticket". For the fastest service, try and use the correct ticket form so that your ticket reaches the correct department first.
An arrow points to the "Submit Your Ticket" button within TDNext.


Choose the most appropriate category for the ticket you are trying to create. 
The highest level Service Catalog showing all sub categories.


Choose a more specific category that relates to what your ticket is for.
Example top level service category called "Information Technology Services"


Narrow your ticket down as close as possible and finally select the actual ticket service. 
An example category of tickets called Computer, Hardware, & Software.


Click Submit a Ticket on the right side to start creating a ticket.
A "Computer Software" example ticket with a "Submit a Ticket" button.


Each form will vary depending on the Service selected. In this case, we are submitting a service ticket for Computer Software.
An example ticket showing the fields including "Campus" and "Description"


Tip: Required fields have a red asterisk. Click Request when you are done and you should receive a confirmation email that your ticket has been submitted. You can correspond with the staff handling your tickets through these emails. 

If you need assistance with creating a ticket or viewing the knowledge base, you may also call the ITSC at (800) 645-8350 or email them at itsc@baker.edu.

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