Kutztown University
Kutztown University
Kutztown University
       
        
Kutztown University - Facilities
Kutztown University - Facilities
Kutztown University - Facilities
 

Resident Student iService Desk

FAQ's

FAQs For Residence Hall Students:

  1. Why can't I enter requests from off campus locations?
  2. What should I do if I have a maintenance emergency?
  3. Why do I have to enter my own maintenance work requests for my residence hall room?
  4. Will I be charged for repairs?
  5. Why can't I submit lock change and lost key requests through iService Desk directly?
  6. How should I request services that I can't request through iService Desk?
  7. Is my phone number required to submit an iService Desk request?
  8. Why do I have to use my KU student email address for iService Desk?
  9. Why can't I use my Gmail or Hotmail email address when submitting iService Desk requests?
  10. How will I know if you received my iService Desk request?
  11. What if I don't receive the iService Desk automated email responses?
  12. How will I know the status of my request if I don't check my KU student email regularly?
  13. Why can't I enter requests for common areas like hallways, stairs, elevators, and front doors?
  14. How long can I expect to wait for maintenance services?
  15. What should I do if I receive an email notification that my work request has been completed, but problem is not fixed?
  16. Why can't I enter requests for telephone, cable, and network services through iService Desk?
  17. Why can't I enter maintenance requests for Golden Bear Village South, Golden Bear Village West, Apex, Honors Building, and Sacony on iService Desk?
  18. What should I do if I don't see my residence hall building listed in iService Desk?

Why can't I enter requests from off campus locations?

The 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.

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What should I do if I have a maintenance emergency?

Emergencies should not be entered in iService Desk. Contact your front desk, residence hall staff, or the Housing office at x34027 immediately for assistance.

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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 full-time.

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Will I be charged for repairs?

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.

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Why can't I submit lock change and lost key requests through iService Desk directly?

For 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.

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How should I request services that I can't request through iService Desk?

Report routine  Facilities service needs that cannot be entered in iService Desk to your front desk during staffed desk hours. Emergency requests for repairs should be reported to Housing at x34027.

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Is my phone number required to submit an iService Desk request?

For 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.

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Why do I have to use my KU student email address for iService Desk?

This 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.

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Why can't I use my Gmail or Hotmail email address when submitting iService Desk requests?

A 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.

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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.

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What if I don't receive the iService Desk automated email responses?

You can use spam software to block automated email generated from wcc@kutztown.edu. 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.

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How will I know the status of my request if I don’t check my KU student email regularly?

Checking your KU student email account frequently is the only way to ensure that you receive status updates.

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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.  

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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.

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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 these requests.

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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 information.

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Why can’t I enter maintenance requests for Golden Bear Village South, Golden Bear Village West, Apex, Honors Building, and Sacony on iService Desk?

Those locations are 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.

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What should I do if I don't see my residence hall building listed in iService Desk?

If 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.

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Kutztown University - Facilities
Kutztown University - Facilities