On July 6, Shared Services, which includes the Staff Service Centre, transitioned to a new service portal. Whether you have a general question or a specific request or form to submit, this portal is your way to contact the Staff Service Centre.
Through the portal you can view a summary of all your requests and inquiries. You’ll receive email notifications on the status of your request and will be able to communicate with the Staff Service Centre within the portal.
You can currently use the service portal to submit an inquiry or request related to human resources or finance services. In the future you will also be able to use the portal for help with student and information technology services.
Access the portal
You can access the portal from the “Submit a question, completed form, or request” link at the bottom of the Staff Service Centre webpage.
Select “Login” and then “Sign in with CCID”. If you’re logged in to a U of A application, you may not need to take this step.
Before Logging In
After Logging In
Check out accessing the Freshservice Portal for more details on navigating to the portal.
Search the Staff Services Catalog
If you need to submit a specific form or a specific type of request (i.e. applying for a PCard or requesting an Employment Verification Letter) use the Staff Services Service Catalog before submitting your request via the “Submit a General Inquiry” button.
The Staff Services Catalog consists of a collection of common HR and Finance requests (e.g. form submissions, payment requests) you can submit to Shared Services; when you select an item from the Staff Services Catalog the request is immediately sent to the right team to action.
Submit a general inquiry
If you have a general question, or you cannot find the right option in the “Staff Services Catalog” use “Submit a General Inquiry.” The “Submit a General Inquiry” is meant for questions that cannot be addressed with what is in the “Staff Services Catalog.”
Check out this resource on submitting requests from the service portal for step by step instructions.
View your requests
Have you ever forgotten what you’ve already sent to the Staff Service Centre? With the new portal you can now see the open and past requests you’ve submitted to the Staff Service Centre since July 6, 2022.
Note: Do not resubmit requests/questions submitted to the Staff Service Centre prior to July 6th. Shared Services is working in both the old and new systems and will address all requests/tickets submitted before the July 6th transition.
Responding or providing additional information to your requests
When an advisor responds to your request, you will be sent an email notification which will include a link to your request on the portal. There you will be able to see the full history of correspondence for the request and also reply and attach files. It is recommended that you respond or provide additional information through the portal.
When logged into the portal, clicking on the request allows you to respond directly in the request, without the need to reply to an email. All communication, including what was originally submitted, can all be tracked on the portal - minimizing the need to search through your email inbox.
The Corresponding on the Portal resource provides a visual overview of how you can review and reply to your requests within the portal.
Please take some time to learn how to use the system, as this change may affect how you complete some common actions you take as part of your work. Learn more about how you are affected as an employee or how you are affected as a supervisor or manager. The service portal is new to the Staff Service Centre as well — they appreciate your patience as they learn along with you.
If you have thoughts, comments or questions about the transition, please share your feedback.