Alithya IT Portal - FAQ
- What is the difference between an issue and a request? Why is it important to know the difference?
An issue and a request have several differences, which means they are handled differently. Submitting a request as an issue, or vice versa, will result in delays in resolution and reduced productivity for the support team.
Issue
Request
Something has stopped working or is broken. The service or functionality used to work before.
New service or additional access or functionality that you do not currently have, and that you wish to obtain.
Does not require approval.
Requires approval from your direct manager or from other stakeholders.
Regular operations are impacted by the work stoppage.
Up until now, regular operations have not required the additional access or functionality.
- What is a “Non-Standard Request” and does it differ from a standard request?
Standard requests are requests that have been defined to achieve an operational objective. The form includes contains several fields which the user (requester) must fill out, supplying the minimum information required for the team to process the request.
Non-Standard Requests have not been defined. In the Service Catalog, you can submit a Non-Standard Request for each category. Use the Non-Standard Request Form if what you would like to submit has not been defined (i.e., there is no form for what you are requesting). Over time, patterns in Non-Standard Requests will enable support teams to recognize the necessity of generating new standard requests.
- Logging in through SSO isn’t working. What can I do?
Most people will be logged in automatically with SSO using the credentials already used in their browser. If you use more than one M365 account, you may need to open an incognito or private browser window to log in to the IT Portal via SSO.
Please note: When you log in to the IT Portal, just like when you log in to AlithyaHub, you should only use the SSO button. Do not try logging in by entering a username and password in the log in screen.
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What is new in the issue form?
You can now select the service or solution related to your problem. In doing so, your issue will be sent to the appropriate support group. If none of the services or solutions on the list are what you are looking for, you can select the last one in the list: Corporate IT.
You can now specify the individuals or groups affected by the issue, whether it is a single user, multiple users, or an entire team or department. This will help the support team understand the scope of the problem.
- How to delegate approvals in the IT Portal and why is it important?
It is important to delegate approval responsibilities when you are unable to personally review your approval requests. If approval is not delegated during your absence, work may be delayed. Please review this procedure to appoint a delegate: Approval delegation in the IT Portal.
- How can I change my preferred language in the IT Portal?
To change the language of the content to your preferred language, or if you receive the error message “Access Denied” (in French, Accès interdit) while trying to access an article in the knowledge base, please follow this procedure: Change IT Portal language to English.