Support Me

SupportMe Overview

From the 25th of March 2019, the way new requests are logged, viewed and updated for Estate Management will be changing.  Please use the Students and Staff links below to jump to the sections explaining how to log, view and update these requests

Students - click here for instructions on how to log requests for the Estate Management team (e.g. My Accommodation, maintenance requests) 

Staff - click here for instructions on how to log requests for the Estate Management team (e.g. room set-up, delivery, additional cleaning, reserved parking, maintenance requests) 

For all other requests you can continue to use the Log a Request facility on Support Me, and these will be forwarded to the relevant team in the University as usual


Logging a support request (non Estates related - e.g. IT, Library, Business Applications, Moodle etc)

From the home page, click Log a Request Illustrative image

  • You need to find a service to log the request. You can do this in two ways:
  1. By searching: use the search box. One word searches will yield the best results e.g. maps Illustrative image
  2. By navigating: all of your services will be shown in alphabetical order Illustrative image   (5 per page). Navigate through the pages using the forwards and backwards buttons Illustrative image   or by clicking on the page number Illustrative image
  • Highlight the service, and the description of that service will appear under Service Details (when expanded) Illustrative image
  • If it is the service you require, click the Support Me button Illustrative image

Searching for a request by category

You can also search within categories for the service you require.

  • Click inside the box labelled Click to filter by category Illustrative image
  • From the pop up box, select a category and choose OK Illustrative image
  • The services under that category will show in alphabetical order Illustrative image
  • Use the search box to find services within that category Illustrative image

Favouriting your frequently used services

For speed and ease of use, you can add the services you use most often to the favourite block on your Support Me home page Illustrative image

  • For a service to appear in the favourite block, click the heart symbol next to the service's name. The heart will change colour Illustrative image
  • Back on the home page, it will be listed in the favourite block Illustrative image
  • To unfavourite a service: click on 'Log a Request', select the 'My Favourite Services' tab, then deselect the relevant heart icon Illustrative image

Viewing your existing requests

To view your requests, click on the My Requests button on the Support Me home page Illustrative image

  • All of your active requests will be shown, with the most recent at the top Illustrative image
  • To view closed or resolved requests, use the dropdown box to change the selection Illustrative image
  • Highlight a request to see a brief description under Request Details Illustrative image
  • To open a request, click the green button that also shows the request reference number Illustrative image

Updating your existing requests

Once the request is open (see above) you can:

  • View the full details of your request under the Diary tab Illustrative image
  • Update your request by using the Apply a new update to this request field Illustrative image   then clicking Apply Update Illustrative image
  • Add attachments by clicking on the Attach Files button Illustrative image   then add a compulsory comment in the Apply a new update to this request field Illustrative image   and click Apply Update Illustrative image

Students - Estate Management Requests 

From the SupportMe home page, click 'Estates – Log, view, update Estates requests' or click on the spanner icon Illustrative image You will then be presented with the following screen Illustrative image

Logging a support request for Estates (e.g. My Accommodation, maintenance requests)

Click on the Raise a Maintenance Request/Issue Illustrative image

  • Location details.  You can do this in two ways:
  1. Type the name of the building and a selection will appear in the drop down list Illustrative image
  2. Use the search function Illustrative image .  Once the search facility has opened, enter the name of the building in the Building search field, then click on Search or click on Search to bring up a list of all the buildings.  Use the arrows to show more building Illustrative image
  • Job Details.  As above, you can either enter a search word in the Issue/Request field and then select the request from the drop down list or you can use the search function Illustrative image  
  • The summary will autofill with the title of the selected request.  Additional comments can be added at this stage
  • Enter details in to the Description field and then click on the Submit button to submit the request.  (Note: Please only include personal or sensitive information if it is necessary for the request you are logging. See our privacy policy for more information) Illustrative image
  • You will be presented with a confirmation page with details of your request, including your unique request reference number Illustrative image
  • Once the request has been logged, you will receive a confirmation email with details of your request.  Please note that this is an automated message, with a no-reply email address.  If you wish to update your request, please do so via SupportMe as detailed below

    Finding and viewing your Estate Management Requests/Issues

    Click on View or update Requests/Issues Illustrative image

    • You can search for your request using any of the provided search options and then clicking on Search Illustrative image
    • Your requests will automatically be listed at the bottom of the page ordered by Issue/Request Number.  You can use the backward/forward arrows to view more requests Illustrative image
    • Select the request Illustrative image  to view the details
    • Any updates can be found under the Customer updates section on the request Illustrative image

    Updating or cancelling your Estate Management Requests/Issues

    Click on View or update Requests/Issues Illustrative image

    • Select the required request Illustrative image and then click on the Update Issue/Request button to update your request or click on the Cancel Issue/Request button to cancel your request Illustrative image
    • Enter your update in the Customer Update field and then click on the Submit button Illustrative image
    • Any updates can subsequently be found under the Customer updates section on the request Illustrative image

    Viewing Estate Management Requests on a mobile

    • If using a mobile phone, you will be presented with the following view Illustrative image .  All the functionality remains the same

    Staff - Estate Management Requests 

    From the SupportMe home page, click 'Estates – Log, view, update Estates requests' or click on the spanner icon Illustrative image You will then be presented with the following screen Illustrative image

    Logging a support request for Estates (e.g. room setups, parking, cleaning, maintenance requests)

    Click on the Raise a Maintenance Request/Issue icon Illustrative image

    • Location details.  You can do this in two ways:
    1. Type the name of the building and a selection will appear in the drop down list Illustrative image
    2. Use the search function Illustrative image .  Once the search facility has opened, enter the name of the building in the Building search field, then click on Search or click on Search to bring up a list of all the buildings.  Use the arrows to show more building Illustrative image
    • Job Details.  As above, you can either enter a search word in the Issue/Request field and then select the request from the drop down list or you can use the search function Illustrative image  
    • The summary will autofill with the title of the selected request.  Additional comments can be added at this stage
    • Enter details in to the Description field and then click on the Submit button to submit the call Illustrative image
    • You will be presented with a confirmation page with details of your call, including your unique call reference number Illustrative image
    • Once the request has been logged, you will receive a confirmation email with details of your request.  Please note that this is an automated message, with a no-reply email address.  If you wish to update your request, please do so via SupportMe as detailed below

    Logging a specific request for Estates Illustrative image  - room set-ups, reserved parking, additional cleaning, delivery requests 

    Click on the request and then click on the Add button Illustrative image

    • Complete the questions and then click on Submit
    • After submitting the request, you will be taken back to the initial logging page.  Here you can log another request or close the page
    • To view this request, click on View or update Requests/Issues Illustrative image

      Finding and viewing your Estate Management Requests/Issues

      Click on View or update Requests/Issues Illustrative image

      • You can search for your request using any of the provided search options and then clicking on Search Illustrative image
      • Your requests will automatically be listed at the bottom of the page ordered by Issue/Request Number.  You can use the backward/forward arrows to view more requests Illustrative image
      • Select the request Illustrative image  to view the details
      • Any updates can be found under the Customer updates section on the request Illustrative image

      Updating or cancelling your Estate Management Requests/Issues

      Click on View or update Requests/Issues Illustrative image

      • Select the required request Illustrative image  and then click on the Update Issue/Request button to update your request or click on the Cancel Issue/Request button to cancel your request Illustrative image
      • Enter your update in the Customer Update field and then click on the Submit button Illustrative image
      • Any updates can subsequently be found under the Customer updates section on the request Illustrative image

        Viewing Estate Management Requests on a mobile

        • If using a mobile phone, you will be presented with the following view Illustrative image .  All the functionality remains the same

         

         

         

         

        Still need help?