S(kim)-Service-Point (Online)

For reasons of data protection and to correctly link the inquiries in the customer portal with the customers, the customer portal "S(kim)-Service-Point (online)" is provided with a pre-registered login. When you access the URL, you will first be redirected to our central login dialog ("Access Manager"), where you must first authenticate yourself with your university user account (IDM).

The customer portal "S(kim)-Service-Point (online)" can be reached via the following link, which, as described above, will first redirect you to our central login area for authentication:

Service-Point (Online)

You have three options for making contact, i.e. creating an enquiry in our customer portal as an alternative to writing an e-mail:

(1) Self-service (search) - You can use the "What can we help you with?" search field in the customer portal to enter keywords (e.g. "host application", "VPN", "publish", "ebook", etc.) to obtain the correct instructions from our knowledge database (content of the documentation system). This gives you the opportunity to work out a solution/answer to your enquiry yourself.

(2) Standardised forms - In addition to the search function, you will find forms prepared by us for frequently recurring enquiries. These are located directly below the search function. These forms contain all the information required for the respective topic (e.g. host request: MAC address, host name, etc.). In this way, we can start processing enquiries much more quickly without having to clarify any missing information with you beforehand. The forms placed there are organised into thematic areas (passwords, access, library, telephony, etc.) so that you can quickly get an overview and identify the appropriate form for your enquiry.

(3) General form - For enquiries for which you have not received any information via the search function (point 1) and for which no standardised form is currently available, the "General enquiry" form is available in the form area under "General". This form only consists of a subject line (the subject of your enquiry) and a free text field in which you can formulate your enquiry.

In the customer portal, you can see an overview of the current processing status of your enquiries at the top right by clicking on Enquiries. The number indicates the number of enquiries you have submitted. The access there is divided into two areas:

• My enquiries - All enquiries that you have made yourself or that have been made for you by another person.
• All requests: All requests that you have made yourself and all requests for which you are the observer.

Both areas are displayed in the form of a table. The following filter options are available upstream to make the listed requests clearer depending on the quantity:

• Status - Use this to display either all requests or only open or only closed requests.
• Creator - Use this to display requests only from you or from all creators. You can also display requests here in which you are not the creator but a participant.
• Type - Differentiate all enquiries into the categories specified here ( Incident, General enquiry, etc.).
• Search - Search your displayed requests for keywords.

Detailed view of enquiries - By clicking on an enquiry, you will see the complete communication flow (thread) between the customer and the processors in S(kim) in addition to the view of all persons involved (processor, observer, customer, etc.).

Your enquiry passes through various statuses during the solution process in S(kim). You will be notified of each new status in the form of an e-mail. The following sorted list shows all the statuses to be passed through in the correct order:

1. In progress - Your request was received by the customer portal either in the form of an incoming e-mail or via a completed form and classified on the basis of services from the S(kim) service catalogue. This ensures that only the employees of the S(kim) who are responsible for the respective services have access to the request. The employees responsible for the content begin with the solution of the request.

2. Consultation with the customer - If anything is unclear, the processing staff will contact the applicant, i.e. you.

3. Completed - When your enquiry has been processed/resolved, it receives this status.

4. Closed - After waiting for a response from you regarding the resolved enquiry, the enquiry is closed.

• Good to know - Closed requests are kept in the customer portal for a certain period of time for maintenance and for solution sets for the handlers. Only after a set period of time will the requests be permanently deleted from the customer portal. More detailed information can be found in the Privacy Policy.

While your enquiry is being processed, you will receive an e-mail about each status change so that you can view your enquiries in the customer portal and also receive these changes in your e-mail inbox. When you create an enquiry, the customer portal creates a unique number with which your enquiry can also be found using the search functions in the customer portal. This unique number also appears in the subject line of every e-mail you receive from the customer portal regarding this enquiry. This number is prefixed with the term SKIM- in the subject line of the e-mail (e.g. SKIM-12345). In addition, the subject of all emails from the customer portal is prefixed with "[Skim ServicePoint]". So if you spontaneously want to add further information or insights to your enquiry when viewing this e-mail, simply reply to this e-mail in your e-mail inbox without modifying the subject. In this way, your contributions to your enquiry will also be chronologically arranged in the enquiry processing.

Flexibility - Regardless of service times or the rush at the S(kim) Service Point, you can submit your enquiries at any time from any device.

Overview - On your personal start page, one click takes you to the overview of your enquiries. Here you can also see the status of the enquiries you have sent us by e-mail, telephone or in person at the Service Point.

Quick access to documentation - In contrast to an enquiry by e-mail, you will receive suggested solutions while you are still formulating your enquiry. This makes the customer portal a good and effective way to access our documentation and instructions.

Of course, you can still send an enquiry to the S(kim) in the form of an e-mail (support(at)th-owl.de). These e-mails will also end up in our customer portal. However, for reasons of work preparation, we advise you to use our standardised forms provided in the customer portal instead of freely formulated e-mails.

Of course, we are not reducing our contact with you entirely to this customer portal, but are still available for you personally by telephone and of course at our S(kim) service points in the libraries at all locations.

Contact us
E-Mail: support(at)hs-owl.de
Phone: +49 5261 702 2222

In addition to S(kim), our colleagues from the Data Protection department also work with a customer portal called Data Protection. You can therefore access the global entry area to the customer portals "S(kim)-Service-Point (online)" and "Data protection" via the following URL. As mentioned above, both areas first require login with the university user account (IDM).

Customer portal entry page