Why can't I enter
requests from off campus locations?
iService Desk web page is only accessible from on campus
locations, including those areas which support computer access
through ResNet, for security reasons. Only residence hall
students are permitted to enter requests in iService Desk.
Students with maintenance requests in academic and general use
buildings report maintenance concerns through building
representatives. Those representatives enter maintenance
requests through the staff iService Desk portal.
Why do I have to enter my own maintenance work requests
for my residence hall room?
Housing and Facilities collaborated to provide this service to
allow students more flexibility in reporting necessary
maintenance work in residence hall rooms. iService Desk is
available to residents 24/7/365. Front desks are not staffed
Consult with your Housing and Residential Services staff.This new process does not change the billing processes
for repairs. If you were not charged for basic repair services
in the past, you will not be charged now. Students are
encouraged to understand Housing policies regarding damage,
vandalism, and costs incurred for lost keys, lock changes, and
any other fee services.
Why can't I submit lock change and lost key requests
through iService Desk directly?
safety and security reasons, students cannot enter these types
of requests directly. These requests may require additional
support from Housing and Residential Services staff and may
involve costs and/or billing for the student. In addition, we do
not want to encourage students to transmit confidential
information or information which may weaken security.
my phone number required to submit an iService Desk request?
privacy reasons, students are not required to submit phone
numbers. Remember that information contained in iService Desk is
available via a campus web site. The phone number field is
supplied to make it easier for staff to communicate with you if
we have questions regarding your maintenance service request. If
no phone number is provided, we will communicate with your via
your KU email address. The KU student email address is required
for all student request submissions.
Why do I have to use my KU student email address for
information is required to validate the request and to ensure
that we have a method to communicate with you if we have
questions regarding your request. Any student request submitted
without a valid KU student email address will be rejected.
Why can't I use my Gmail or Hotmail email address when
submitting iService Desk requests?
valid KU student email is one way for us to verify and validate
that you entered the request for your residence hall room.This also ensures that you can receive email
communication from campus service staff in the event we need to
ask follow-up questions regarding your maintenance service.
How will I know if you received my iService Desk request?
Immediately after you click the Submit button on the iService
Desk request form, you will receive a confirmation number on
your screen, along with an automated email advising you that
your request was received. You will also receive additional
email notifications when the request is approved, scheduled,
dispatched, or completed.
What if I don't receive the iService Desk automated
You can use spam software to block automated email generated
Keep in mind that this will also keep you from receiving
inquiries or other questions we might have in order to process
your requests. Inquiries not resolved within a reasonable amount
of time may result in work requests being rejected. Rejection
notification emails would also be blocked by your spam software
since they originate from the same email address.
Why can't I enter requests for common areas like
hallways, stairs, elevators, and front doors?
During the pilot program, students will only be able to enter
work requests for their own residence hall room. Future
enhancements could allow further access, such as the capability
to enter requests for common areas.
How long can I expect to wait for maintenance services?
Response times for student room work requests can vary depending
on the type of work requested. Facilities prioritizes requests
based on the nature of the work requested (for example,
buildings with no heat at all will be addressed before a room
that may be too warm in the winter months), and the available
resources. Some types of requests will take longer than others.
Serious health, safety, and security requests are always given
first priority over other requests.
What should I do if I receive an email notification that
my work request has been completed, but problem is not fixed?
Contact your front desk and request that your work request
number be referred by a Housing staff member to Facilities for
further investigation. You must provide the work request number
and your building and room number to assist in investigating
Why can't I enter requests for telephone, cable, and
network services through iService Desk?
Those services are not provided by Facilities. Alternative
service processes are used to access those services. Consult
with your front desk, student handbook, residence hall staff, or
Housing and Residential Services office for additional
What should I do if I don't see my residence hall
building listed in iService Desk?
your residence hall building is not listed in iService Desk,
that building is not serviced by KU Facilities for maintenance
services. Consult with your front desk, residence hall staff, or
Housing and Residential Services office for more information on
the work request process for those buildings.