How to navigate the Knowledge Base and/or Submit a Ticket

Introduction

This guide explains how to access the St. Cloud State University Knowledge Base, search for IT support articles, and request help when needed.

Instructions

Accessing the Knowledge Base

1. Go to the SCSU main website.
2. Scroll to the footer and click Ask St. Cloud State University, or go directly to the SCSU Client Portal 
3. Sign in at the top right to view all available articles.
4. Click Search Knowledge Base (FAQ) to begin browsing.

The Knowledge Base contains categorized articles covering a wide range of IT topics and services.

Searching the Knowledge Base Effectively

1. Use the search bar with specific keywords (1–4 words).
   • Example: Instead of searching "email," try "email locked" for more accurate results.
2. Use the Related Articles section on the right side of each article to explore connected topics.
3. Check tags under article titles for additional relevant content.
4. Browse manually through categories and subcategories for detailed navigation.
   • Example: The Computing and Technology section includes nested subcategories for targeted searches.

Requesting Help or Reporting Issues

If you can't find what you need or need direct assistance:

1. Click Services in the red banner at the top of the Client Portal.
2. Browse the Service Catalog for departments like Human Resources, Public Safety, and Information Technology Services.
3. Under Computing and Technology, you’ll find options such as:
   • Report a Technology Problem
   • Request Information
   • Computer and Device Support
     • Faculty and Staff Computer Support
     • Request a Loaner Laptop or Equipment Checkout
   • Accounts and Access Support
     • StarID Activation or Password Help
     • Request or Modify Access to Services or Data
     • New Hire Technology Needs

Need More Help?

• Contact HuskyTech during business hours at 320-308-7000
• For evenings or weekends, contact the Minnesota State Help Desk at 1-877-466-6828 or visit their online support portal