Online Request System

The Online Request system is an application that automates the electronic processing of standard requests for IT services and replaces several paper and web forms. It integrates workflow processing across the University's IT systems and streamlines processes.

Benefits
Effect on supervisors who authorize current forms
Current Rollout schedule
FAQ

Benefits

You will be able to track the progress of your requests by viewing the status of your request, as well as viewing a log showing all changes of status.

For the processes which are automated there will be a reduction in turn around time due to;

Process improvement - requests will be automatically routed around the appropriate teams in ITS, rather than being manually passed along
Simplification - in some forms the ITS staff member processing your request will be presented with a consolidated view of data required in order to action your request, saving them processing time
End system automation - The system gives us the capability to directly effect a change to end systems where appropriate, based directly on values you fill in on your request

Effect on supervisors who authorize current forms

If you have the authority to authorise a request, you will receive an e-mail from the system with a link to the request, rather than being asked to sign a paper based form. The email will ask you log on to the Online Request system using your university IT account and password to authorize, or decline, the request.

Current Rollout Schedule

The system has already been piloted within ITS for two internal ITS forms. The university wide roll-out schedule is currently as follows.

Monday 25th August 2008

Shared Network Access Request Form
Email List Creation and Management form

Thursday 28th August 2008

Request for University Mobile Phone
Request to Port University Mobile Phone

Monday 3rd of September 2008

Voicemail request
Visitor Access

More forms will be implemented in the coming months.

FAQ

How do I get to these forms?

Access to the forms will not change. Where a link to a paper based form exists, it will be replaced with a link to the online form.

How can I follow up my requests?

An e-mail will be sent to you when you submit a request, containing a link back to your request. You can follow that link at any time, using your University IT account and password and view the status of your request. The IT Helpdesk will be able to check the status of your request if you are unable to, and follow up the assigned teams as required. They will also continue to deal with general requests that fall outside the scope of the form you are filling in.

You can also see all your requests at https://apps.adelaide.edu.au/request/

How will it affect users of the existing forms?

Where the form directly replaces the paper form, you will be filling in the form online instead of the paper version. Where it requires a supervisor's authorization, you will nominate that person on the online form, and it will be sent to them electronically to approve, rather than you handing it to them to sign. An electronic record will be kept of submitter and the authorizer. The recording of this information is consistent with standards used by ITS previously to comply with audits conducted by the Auditor General on our Financial and HR systems.

What about requests through the ITS Helpdesk?

Obviously not all requests are standard, and some will continue to be fielded through the ITS Helpdesk. However, if the process has been automated, you will be provided with the link to the online form.

Is my information safe?

The same level of encryption of data and security of access to the database that is used for the University's Finance and Human Resources systems has been applied to the Online Request system.

Dependent on the form, different fields will be made available and/or hidden to different viewers of the system, as determined by the owner of the process. Generally, the people who are actioning the request will only see the values on the form that they need to do their part of the processing. Note that in some cases, ITS Helpdesk staff will see nothing except for the current status, and who the request is assigned to.

How can I find out more about the Online Request system?

General questions about the system can be e-mailed to bpa.its@list.adelaide.edu.au