Welcome to Freshservice! In order to use our system effectively, you must be logged in. If you're not logged in, you can't report an issue or request services, and those are the two most important things you can do with our portal. To log in: Use the Login button in the upper right corner of this screen. Enter your AD username and password. When you're done, your screen should look like the one in our overview document, including options to Report an issue and Request a service. One of the SPPS TOSAs created a brief video guide to Freshservice as well. We hope this helps get your Freshservice use underway smoothly!

What has happened?  SPPS' Technology Services team has changed its IT service management (ITSM) application from ServiceDesk Plus (SD+) to Freshservice (FS). Which groups provide services using this tool? Here's the list. When did this change take place? SPPS made the transition to FS on December 27th, 2021. How has this change happened? We changed what happens when you type in servicedesk.spps.org in a web browser. If you have that bookmarked, the bookmark will work perfectly after the transition. Any bookmarks you have within the old SD+ site (for example, bookmarks of specific templates) will not work as designed and will need to be recreated. What will happen to open tickets in SD+? Open tickets with Technology Services in SD+ will be ported to FS. New work will begin and be completed entirely in Freshservice. Groups outside of Technology Services will make their own choices on how to complete any work open in SD+.

One of the things that Freshservice emphasizes more clearly than our previous system is the difference between incidents and service requests, and you'll need to understand the basic difference in order to use the tool well. What is an incident? Generally, something has gone wrong and needs to be fixed. For example, if you have been successfully printing to a printer for weeks or months and you're suddenly unable to print to that printer, that's usually an Incident. Another characteristic of many incidents is that incidents frequently involve a little mystery: they often require investigation or troubleshooting. It's frequently unclear what happened, why, or what it will take to restore normal operation. What is a service request? Generally, you need something you don't have. Suppose instead of the previous case, you need a printer set up, perhaps because you moved to a new office or building—that's a service request. Other examples of service requests include resetting a password, ordering a new device, or onboarding a new employee. Some requests are more complex than others, but all of them can be clearly defined: once the necessary information is in hand, service requests are repeatable and routine. This video attempts to answer the question as well, even though it's for a different product. We hope this give you a little insight into how to translate what you need from us into the right web forms; of course, we're happy to assist you if you're still confused. We look forward to serving you soon!

Which SPPS units or teams use Freshservice? Freshservice is currently used by nearly all of the teams in Technology Services, as well as some teams in Nutrition Services and the Office of Teaching and Learning. The specific units/teams are: Technology Services Production Services Application Services Infrastructure Services Data Security Support Services Field Services Logistics and Materiel Management Service Desk Nutrition Services Business Systems Culinary Office of Teaching and Learning Office of Schools and Learning Campus (includes the PowerSchool agent group) Digital Tools For specific information on the services and service categories those teams use, please click on applicable individual teams. Teams with no links have extremely broad service portfolios, and no useful summary is possible/available.

Hello! If you're new to Freshservice, please start here! Why does SPPS use categories for tickets? We use categories to gain insight into the work we do through reporting. By understanding the different kinds of work we do, we can better understand how we perform specific kinds of work, and then optimize our work processes. In other words, we can grade ourselves better using categories, much like teachers grade students learning different subjects. Just like a student, there may be things we do really well, and other things we do poorly—making sure our work is categorized properly allows us to understand where we're doing well and where we need to do better. What are the differences between the categories in the Service Catalog and the Category menu on the Incident form? The categories in the Service Catalog are more customer-oriented than the categories in the Incident form, and they can't be organized the same way. Here are some of the key differences: In the Service Catalog, there's only one level of organization: folders, which hold items. In the Incident form, there are two levels of organization: top-level categories and then sub-categories, which can then hold items. The Service Catalog categories are like aisle signs in a store: they're a quick reference for our clients to get to the service item they need. They don't always translate directly to the work that takes place to deliver the item, or the team that does the work. The category list in the Incident form, on the other hand, helps us direct the work to the right team, and we have built automation that expedites that work direction, including linking service items to the right teams and categorizing them properly with the Incident category list. How many top-level ticket categories are there, and what are they? There are ten top-level categories, and they are: Academic Applications Account/Access Business Applications Classrooms, Meeting Rooms, and Labs Computers, Printers, Phones and Email Department Services Folders, Files and Documents Reports Security Others Why is the category tree organized this way? Many people complained to Technology Services that the category tree in our previous service desk system didn't properly represent the offered services. SPPS worked with outside consultants and a variety of internal stakeholders to design this category tree in late 2019, and Technology Services leadership believes this version is considerably more accurate, realistic, and comprehensive. The teams that use Freshservice use categories to classify and report on the work they do, and they do a wide variety of work. The involved teams do not do work covering every category, but the tree needs to be comprehensive to account for the possibility of expanding the number and variety of teams that use it in the future. Why are some categories hidden? When we have no team using Freshservice to perform work of a certain type, we can't use Freshservice to assign or track work for that category. Rather than provide our clients with the option to submit work of a type that we can't perform, we hide those categories to scope the list to what the teams using Freshservice currently provide. Essentially, we provide a menu of things we do right now; if and when that menu changes—if other teams join Freshservice—we can easily reveal additional options.

Who do I contact to reset my Human Resources account/PeopleSoft password? Email HR.Info@spps.org. Who do I contact for employment verification? Email HR.Info@spps.org. Who do I contact with questions related to new-hire status, including initial salary placement? Email HRWorkforce@spps.org. Who do I contact with questions about pay, including direct deposit or tax withholding? Email payroll@spps.org. Who do I contact with questions about insurance or leaves of absence? Email benefits@spps.org. Who do I contact with questions related to mileage reimbursement? Email mileage.help@spps.org. Who do I contact with questions related to Time & Effort (T&E)? Email finance@spps.org.

Badge requests and issues are handled by Security and Emergency Management. As a manager, how do I request an ID badge for a new employee I supervise? Email the employee's name and a suitable photo to photo.id@spps.org. SEM will email you when the badge is ready, typically in 1-2 business days. What do I do if my ID badge is lost, stolen, or not functioning properly? Email photo.id@spps.org. Does my employee need to use their legal first name? No, employees may use the first name/ display name/ preferred name that they are known as to their colleagues, students, and families. Please have the employee update their name information through PeopleSoft. They may email human resources if they have additional questions. May my employee have their pronoun and languages they speak on their badge? Yes, all employees may have one line of additional information on their badge including additional langauges and/ or pronouns.

PowerSchool Professional Learning What is the SPPS PowerSchool Professional Learning website? PowerSchool Professional Learning (Professional Development Courses) https://spps.pl.powerschool.com How do I request guest access to PowerSchool Professional Learning? Non-SPPS Staff can create a guest account: Navigate to the login page: https://spps.pl.powerschool.com Request a guest ID by selecting Sign Up below the username box Create an account Can I use the PowerSchool Professional Learning mobile app? No. SPPS does not currently support the PowerSchool Professional Learning mobile app. What browsers does PowerSchool Professional Learning support? PowerSchool Professional Learning supports Google Chrome (best), Firefox, Microsoft Edge (Internet Explorer), and Safari. What do I do if I can't log in to PowerSchool Professional Learning? PowerSchool Professional Learning access uses your SPPS Active Directory (AD) account information (i.e. eXXXXXX and its password). If you can't log in to PowerSchool, you need to reset your AD password with the assistance of the SPPS Service Desk or an SPPS Field Services technician. PowerSchool Perform What is the SPPS PowerSchool Perform website? PowerSchool Perform (TD&E Plans, Reflections and Evaluations) Also used for Leadership Competency process and Principal and AP evaluations https://stpaulps.tedk12.com/sso/Account/Login educators can also access Perform through PS Professional Learning Why isn't my PowerSchool Perform account active? PowerSchool Perform pulls all of its information from Human Resources' PeopleSoft data daily (at 6:30 am). Staff must have an active status and date for their employee record in PeopleSoft to be able to login to PowerSchool Perform. Reach out to benefits@spps.org to verify you are active in PeopleSoft if you have returned to work and are not active. Once that's done, you will usually have access the next business day. If Benefits confirms that your employee record is properly configured and you still have no access, email sandra.smith@spps.org or report the issue here. What do I do if PowerSchool Perform lists the wrong school/building/location/name/etc., or if it doesn't show all of my direct reports? PowerSchool gets this information from PeopleSoft as well. Contact your HR representative to request the corrections you need; once that's done, PowerSchool should show the correct information the following business day. What do I do if I can't log in to PowerSchool Perform? PowerSchool Perform access uses your SPPS Active Directory (AD) account information (i.e. eXXXXXX and its password). If you can't log in to Perform, you need to reset your AD password with the assistance of the SPPS Service Desk or an SPPS Field Services technician.

Who do I contact for support with Bolt? Email bolt.support@spps.org.

What is MRBS? MRBS (Meeting Room Booking System) is the SPPS web application for reserving meeting rooms and resources at schools. Who do I contact regarding general questions on how to use MRBS? Contact your school's MRBS administrator. What do I do If MRBS is unresponsive or unavailable? Report the issue. What do I do if my school needs to change our MRBS administrator? Request that here.