Hasan Kalyoncu University Bilişim Teknolojileri Hasan Kalyoncu University
TREN

Support Request Procedure

The Hasan Kalyoncu University Information Technology (IT), receives, tracks, and resolves user requests through the DESK ticket management system (portal.hku.edu.tr/destek). The DESK system is the official communication channel recorded under ISO/IEC 27001:2022.

1. DESK vs. Phone

Situation Channel
Account, password, software, license, VPN, email, Wi-Fi requests DESK (must be submitted in writing)
Outage during an exam, OBS access loss, mass system failure Phone first, then log in DESK
Cyber security incident, suspected data breach Emergency phone + DESK + kvkk@hku.edu.tr
Training, information request, general questions DESK
Note: Verbal communication cannot be recorded. A DESK entry is mandatory for all official processes.

2. Steps to Submit a Request

  1. Go to portal.hku.edu.tr/destek.
  2. Sign in with your HKU email account using “Institutional Account Login” (Google SSO).
  3. Click the “Create New Request” button in the upper right.
  4. Select the appropriate category: Account & Password, Network & VPN, Software License, Hardware, OBS/OYS, Security, etc.
  5. Write a clear and concise request title.
  6. In the description field, share the problem details, when it started, and the steps you have already tried.
  7. Attach a screenshot, log file, or error code if available.
  8. Select the priority level and submit the request.

3. Information to Include in the Request

  • First name, last name, department/faculty, personnel or student number.
  • Device information (brand, model, operating system version).
  • Application name and version where the issue occurs.
  • Error message (copied as text or as a screenshot).
  • When the issue started and whether it is reproducible.

4. Priority Levels and Response Times (SLA)

Priority Definition First Response Resolution Target
Critical Mass service outage, exam system failure, security incident 30 minutes 4 hours
High Single-user work stoppage, critical system slowdown 2 hours 1 business day
Normal General user request, software installation, account operations 1 business day 3 business days
Low Information / training request, improvement suggestion 3 business days Subject to planning

5. Tracking Your Request

  1. When a request is created, the system sends you a ticket number and a summary email.
  2. You can track the request status on the “My Requests” page in the DESK portal.
  3. Every comment is forwarded to you by email.
  4. When your request is resolved, you will be asked to confirm at the “Solution Verification” step.
  5. If no response is received within 7 days, the request is automatically closed.
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