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How to Use the Solutions Center
Welcome to the Sierra College Solutions Center, your self-service support portal. Use it to request assistance, explore available services, and find answers to common questions.
To access the Solutions Center, you have multiple options:
The Solutions Center is broken up into 2 main sections: the Knowledge Base and the Service Catalog.
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The Knowledge Base is a collection of how-to guides and articles that will help you through ways to self-remedy your technical issues, or provide you more information about various features of Sierra College applications and services. Some of our most popular articles are How to enable Multifactor Authentication on your account, how to reset passwords and how to clear browser cache.
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The Service Catalog is a collection of services where you can request assistance from a technician, like gaining access to Banner, requesting software for your computer, or reporting an issue with technology.
To find the Service or Knowledge Base article you need, use the Search. You can filter your search results by knowledge base or by service catalog. This can be helpful if you know you are searching for a how to article as opposed to a service request.
You can also select Services or Knowledge Base from the red header bar.
Both the Service Catalog and the Knowledge Base have categories of requests and articles that may help you find what you are looking for. Within each category, you may find subcategories or the collection of support we can offer.
Another helpful resource we like to use is the A-Z listing for services.
Request a service
To ensure you are using the correct request, please be sure to read the first page. Some services will refer you to other service requests. Many of our services have a dedicated workflow that will route your request to various approvers or technicians. Depending on the request, there may need to be multiple employees involved to process the service.
NOTE: If you have requested a service that does not have the correct workflow associated with it, the Service Desk may cancel your request, but we will send you a link to the correct service request to use.
You can request a service for yourself, or for others. To request a service for someone else, which is common with access requests, please be sure to replace your name as the requestor and use the lookup to find the correct employee’s name. If the employee’s name is not listed in the search, they have not been added to the system as an active employee and this depends on their start or hire date. Please only request services for active employees or wait for them to start work before requesting services for them.
If requesting access, like for Banner, Argos, Sierra Connect, etc., please submit one form for each individual. Many times, we get requests for groups of people on one service request, which cannot be processed.
To review service requests that you have submitted, make sure you are signed in to the Solutions Center, then click on Services in the red header, then Ticket Requests in the grey bar just below it. This page will show you all the service requests you have submitted as well as any requests that have you listed as the requestor as we just showcased. The default view in this listing will be active (or open) tickets. If you would like to see previously closed or resolved tickets as well as cancelled tickets, change the filter under “status class” to include “completed” and or “cancelled”.
You can also withdraw a request, or cancel a ticket if you are no longer in need of the service from this screen. Click on the ticket you no longer need, then “withdraw request”
At times, a technician may communicate with you as the requestor through the ticket. This communication will come through your Sierra College email. To communicate back to the technician, please reply to the email, even though the reply will be sent to “TD-Replies”. This ensures your reply will be included in the ticket feed and notify the correct parties involved. We may lose valuable information if you remove “TD-Replies” and replace it with an individual.
Some services and knowledge base articles have additional content in the form of attachments that you can save to your computer or related services and articles.
View this article as an example, then scroll down until you see the attachments as shown in the screenshot below: How to Use Smart Classroom Equipment
Helpful hint from the Service Desk!
If you find yourself referring to the same Knowledge Base article or Service Request on a regular basis, please consider adding it to your favorites so you can easily access it next time you need it. You will need to be signed in to see your favorites.
Chat with the Service Desk
If you need help while using the Solutions Center, the Service Desk chat is linked via the message icon in the lower right corner of your screen. Please note, we also have student employees on this live chat as we utilize this tool for Student Tech Support as well. Our student employees specialize in supporting student-use technology so if you need to speak with a Service Desk employee, please ask to be transferred.