This provides IT support and services for staff and students through the following channels:

• Online Service Desk: https://itsm.cuhk.edu.cn (Intranet only)
• Hotline: 0755-84273333 (8:00 AM – 8:00 PM Mon-Sun)
• Office Hours: 8:30-12:00, 13:00-17:30, closed on weekends and public holidays
• Location: First Floor TD which is near the Property Customer Service

Available to: Staff & students and other IT support users.

To submit a request via the Online Service Desk, please follow the steps outlined below:

1. System Login

Please click here to access the Online Service Desk (Restricted to Campus Network) and log in with your CUHK(SZ) account.

2. Self-Service: Creating and Querying Tickets

2.1 My Tickets

Click on the left-side menu "My Tickets" to view the processing status of the tickets you have submitted.
Home Page → ① Self-Service → ② My Tickets

③ You can check the status of tickets through the ticket list. Click on "View" to see the ticket details and priority. Take appropriate actions based on the following ticket status.

• If the ticket status is"Ticket Assigned"or "In Progress":

The ticket has been successfully assigned, and it is currently being processed. After the Service Desk assigns an engineer to process the ticket, the status will change to "Processing". You can directly communicate and resolve the issue with the engineer.

• Pending for Feedback

1) If the issue has not been resolved according to the Service Desk's response to the ticket, you can submit your feedback on the issue by clicking on "Submit Feedback" through the "My Tickets" section.

2) When the user confirms that the ticket has been resolved, ITSO can click on " Completed" to close the ticket.

• Pending for Confirmation

After the Service Desk completes the ticket, the ticket is processed to the user for confirmation. If the issue has been resolved, click on "Comfirm that the ticket is completed" and provide an overall evaluation of the handling process. If the issue has not been resolved, click on "Leave a message" to provide feedback on the problem.

2.2 Create Ticket

Click on the left-side menu "New Ticket" to select the priority of the ticket, describe the ticket problem, and submit it.

Home Page → ① Self-Service → ② New Ticket

③Describe the issue in the ticket, and select the priority, service category, and type of the ticket. You can also include images and upload attachments in the description. After filling in the details, click "Submit" to transfer the ticket to the Service Desk for processing.

Priority: Select the priority level of the ticket from the dropdown menu. The system will process ticket according to the priority level.

Service Category: The system will automatically record the user's last selected service category and provide prompts on the right side of the dropdown menu.

Type: Select the type of the ticket from the dropdown menu. The available types are configured by the Service Desk.

To submit a request from WeCome, please refer to the following steps provided below:

3. Wecom

• Enter the "WeCom" App on your mobile device → Open the app and select "WorkSpace" → Click on the "Online Service Desk" application.

•  Click "New Ticket".

• Describe the detailed information in the ticket, and you can upload the attachment if needed. After filling in the details, click the "Submit" button. Once the submission is successful, you will receive a notification, and you can then view the ticket status anytime.

• To check the ticket processing status, and click on the "Ticket History" button. You can continue to provide additional details. Once you have completed the additional information, click "Submit" to save the changes.

• After the ticket has been processed and resolved, users can click on the "Close" by themselves and provide an evaluation for the ticket.

• From the homepage, you can view the status of all the pending tickets.