Central point of contact for all IT requests, incident reports, and service requests from university members.
The IT helpdesk can be reached via a web-based ticket system and by email (hrz@jade-hs.de). All IT requests, incident reports, and service requests are recorded and processed as tickets. Tasks include support for user administration (User Administration (SECID-UADM-1.0)), CampusCard support (CampusCard (SECID-CCARD-1.0)), PC setup (WORK-PCT), and general IT consulting. The helpdesk is available at all three locations during published opening hours.
Helpdesk services:
- User administration: creating, modifying, and deleting user accounts (User Administration (SECID-UADM-1.0))
- CampusCard: card creation and support (CampusCard (SECID-CCARD-1.0))
- Ticket system: primary channel for all requests to the IT center
Tickets can be created in two ways:
- Via email to hrz@jade-hs.de (automatic ticket creation)
- Directly in the HRZ customer portal with the option to attach files and screenshots
The customer portal allows users to view, edit, track, and close their own tickets.
HRZ customer portal: https://helpdesk.hs-woe.de/
Email: hrz@jade-hs.de
Accessing IT services from home (home office / mobile working):
- Data drives (occasional): WebFiler in browser Data Drives (STORE-DRIVES-1.0)
- Data drives (convenient): WebDrive software
- Data drives (full access): virtual desktop Virtual Desktops (WORK-VD-1.0)
- Direct SMB connection: not suitable from home
- Email (occasional): Outlook Web App Email (COMM-EMAIL-1.0)
- Email (convenient): email client on PC
- Video conferencing: Cisco Webex or Zoom Video Conference (COMM-VCS-1.0)
- Phone: use Webex client, do not forward to private number Communication (Telephony & Messaging) (COMM-PHONE-1.0)
- VPN: required for software needing campus network VPN (INFRA-VPN-1.0)
Sources:
[1] https://hrz-wiki.jade-hs.de/en/services/start