Help Desk

Welcome to the ATUS Help Desk Service Portal.

Please sign-in with your WWU Universal Account by clicking the Log in link in the top right of this page.

Looking for self-help articles? Browse our Knowledge Base

NOTE: Western Employees will need to use their userID@wwu.edu and not their first.last@wwu.edu address.

If you are unable to log in, enter an email address you can access in the Raise this request on behalf of field when creating a ticket.

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Report an Information Security Incident

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We will reach out to you for further information as required.","callToAction":"FDO - Drafting Request","introHtml":"FOR FACILITIES USE ONLY Use this form to request changes to the campus map, utility maps, or campus floor plans.","icon":10477,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[67],"key":""},{"id":"248","name":"FDO - e-Builder Help Request","descriptionHtml":"Use this ticket to report an issue with the e-Builder system. Describe in as much detail as you can what you are experiencing in the Description field.","callToAction":"FDO - e-Builder Help Request","introHtml":"FOR FACILITIES USE ONLY Use this form to report issues with e-Builder.","icon":10576,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10576","groups":[67],"key":""},{"id":"253","name":"FDO - iPad/iPod Support","descriptionHtml":"","callToAction":"FDO - iPad/iPod Support","introHtml":"FOR FACILITIES USE ONLY If you are having problems with your iPad or iPod, let us know here.","icon":10471,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10471","groups":[67],"key":""},{"id":"265","name":"FDO - ReADY Help Request","descriptionHtml":"","callToAction":"FDO - ReADY Help Request","introHtml":"FOR FACILITIES USE ONLY Use this form to report issues with ReADY.","icon":10592,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[67],"key":""},{"id":"376","name":"FDO Computer Setup SubTask","descriptionHtml":"","callToAction":"FDO Computer Setup SubTask","introHtml":"This ticket is meant to be a subtask for supporting a parent computer setup request type.","icon":10511,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[67],"key":""},{"id":"1","name":"Get IT help","descriptionHtml":"If you are not signed in, please enter your username@wwu.edu in the field labeled \"Email confirmation to.\" If you are not able to access your WWU email, use an external email address.","callToAction":"Get IT help","introHtml":"Get assistance for general IT problems and questions.","icon":10491,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[1],"key":""},{"id":"673","name":"New Incident","descriptionHtml":"","callToAction":"New Incident","introHtml":"New Incident form for IT staff use only","icon":10511,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[22],"key":""},{"id":"62","name":"New Service Request (Ticket)","descriptionHtml":"This is a standard new ticket form for IT staff use. 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Please select the reporter and component. ","callToAction":"QuickTicket for Staff Use Only","introHtml":"Quickly enter a resolved ticket to log support already provided","icon":10489,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10489","groups":[22],"key":""},{"id":"126","name":"Report a problem with a lab or classroom computer","descriptionHtml":"If you need immediate assistance while teaching a class, please call 360-650-3300.","callToAction":"Report a problem with a lab or classroom computer","introHtml":"Report a problem with a lab or classroom computer, including audio/video issues.","icon":10467,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10467","groups":[36],"key":""},{"id":"219","name":"Report an Information Security Incident","descriptionHtml":"","callToAction":"Report an Information Security Incident","introHtml":"","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[17],"key":""},{"id":"43","name":"Request a new shared mailbox","descriptionHtml":"","callToAction":"Request a new shared mailbox","introHtml":"Request a new shared mailbox with a unique email address for your department or workgroup","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[13],"key":""},{"id":"60","name":"Request Access to a Network Folder","descriptionHtml":"Please provide the folder path and the name of the individual who needs access.","callToAction":"Request Access to a Network Folder","introHtml":"Request access to a network folder (i.e., P: Drive) for yourself or for an employee","icon":10478,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10478","groups":[3],"key":""},{"id":"59","name":"Request access to a shared mailbox","descriptionHtml":"","callToAction":"Request access to a shared mailbox","introHtml":"Request access to a shared mailbox used by a department or workgroup","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[13],"key":""},{"id":"3","name":"Request guest accounts for campus computers","descriptionHtml":"Guest accounts allow a visitor to sign into a university owned computer in a computer lab, classroom, or office. If they only need WiFi access, visitors can connect their devices to <a href=\"https://atus.wwu.edu/kb/wwu-public-wifi-network\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">WWUwireless-Guest</a>","callToAction":"Request guest accounts for campus computers","introHtml":"Raise a request to ask for temporary guest computer accounts.","icon":10474,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10474","groups":[21,3],"key":""},{"id":"4","name":"Request VPN Access","descriptionHtml":"This form is for requesting access to campus resources remotely. If you are unsure if you need access to the VPN please review the <a href=\"https://atus.wwu.edu/kb/do-you-need-vpn\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Do you need a VPN?</a> knowledgebase article.","callToAction":"Request VPN Access","introHtml":"Access secure WWU resources remotely, or from campus WiFi","icon":10506,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10506","groups":[21,3,1],"key":""},{"id":"58","name":"Staff Use Only (Auto Closes): Password Assistance Provided","descriptionHtml":"","callToAction":"Staff Use Only (Auto Closes): Password Assistance Provided","introHtml":"Staff use template for password related issues that were resolved over the phone or in person. Use this form for tracking completed tasks only.","icon":10505,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10505","groups":[22],"key":""},{"id":"53","name":"Staff Use Only: Provided assistance to alum or former employee","descriptionHtml":"This is a staff use only template for the purpose of logging assistance for alumni or former employees. If you are an alumni or former employee, please use the \"Get Help\" request. ","callToAction":"Staff Use Only: Provided assistance to alum or former employee","introHtml":"Staff use only template for providing assistance (e.g., PIN reset) to alumni and former employees.","icon":10508,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[22],"key":""},{"id":"259","name":"Teams Voice/Phone Request(New, Change, Report technical issue)","descriptionHtml":"Please submit this form for Teams assistance including but not limited to:\nNew Teams/Phone related request - New employees, physical phones, phone queues, etc.\nModifying call queues - greetings, converting, changing settings, converting to new method, add or remove agents (including student licensing for Teams Voice)\nEmployee changes - change or correct employee details(department, location, phone, budget code), remove employees, access to Rightfax\nDepartmental or budget changes\nReporting any technical issues - Teams or phone related problems","callToAction":"Teams Voice/Phone Request(New, Change, Report technical issue)","introHtml":"Please submit this form for Teams assistance including but not limited to:\nNew Teams/Phone related request - New employees, physical phones, phone queues, etc.\nModifying call queues - greetings, converting, changing settings, converting to new method, add or remove agents (including student licensing for Teams Voice)\nEmployee changes - change or correct employee details(department, location, phone, budget code), remove employees, access to Rightfax\nDepartmental or budget changes\nReporting any technical issues - Teams or phone related problems","icon":10547,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[13],"key":""},{"id":"44","name":"Update an Email Distribution List","descriptionHtml":"","callToAction":"Update an Email Distribution List","introHtml":"Request changes to an email distribution list.","icon":10492,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[13],"key":""},{"id":"244","name":"Update MFA Authentication Methods","descriptionHtml":"If you still have access to your account, you may review our MFA documentation on how to add a method yourself. <a href=\"https://atus.wwu.edu/kb/multifactor-authentication-mfa-wwu-universal-accounts\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://atus.wwu.edu/kb/multifactor-authentication-mfa-wwu-universal-accounts</a>\nNOTE: If this is urgent and during business hours, please give us a call at (360)650-3333.\nPrior to changing any MFA methods we will need to verify your identity and cannot do so over email for security reasons.\nIf you do not have access to your account, please fill out the following form and our team will assist in getting you back into your account. Please provide us your W#, the method you wish to update (new phone number if applicable), and a method to reach back out to you to verify your identity. We may ask you to call us to verify identity. When you do, please have your ticket number ready.","callToAction":"Update MFA Authentication Methods","introHtml":"Update or change authentication methods request for MFA.","icon":10566,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10566","groups":[1,3],"key":""},{"id":"175","name":"Zoom Support","descriptionHtml":"We will get back to you as soon as we can. In the meantime, <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/topic/4f24c64f-363c-42c7-8520-cea8963fbdb2\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">please browse our helpful online articles about Video Conferencing. </a>","callToAction":"Zoom Support","introHtml":"Zoom Video Conferencing","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[13],"key":""},{"id":"139","name":"Add Editors to Site","descriptionHtml":"For CampusWeb sites, this is your only way to add or remove editing permissions. | For Drupal and WordPress, the preferred method is to talk to the system owner and they can add you. | For other custom systems, please add a note in the More Information area defining your system and the type of permissions you want.","callToAction":"Add Editors to Site","introHtml":"Add editors to an existing sites","icon":10499,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10499","groups":[],"key":""},{"id":"172","name":"Borrow a Laptop","descriptionHtml":"","callToAction":"Borrow a Laptop","introHtml":"Borrow a laptop from ATUS","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[],"key":""},{"id":"177","name":"Borrow Equipment","descriptionHtml":"If you need a laptop, please use our <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/group/1/create/172\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Laptop Request Form</a> instead.","callToAction":"Borrow Equipment","introHtml":"Borrow equipment from ATUS","icon":10496,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10496","groups":[],"key":""},{"id":"137","name":"Bugs & Questions","descriptionHtml":"","callToAction":"Bugs & Questions","introHtml":"Web technology assistance for Western","icon":10476,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10476","groups":[],"key":""},{"id":"247","name":"CBE Service Request","descriptionHtml":"","callToAction":"CBE Service Request","introHtml":"Service Request for CBE IT Admin","icon":10566,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10566","groups":[],"key":""},{"id":"8","name":"Desktop/Laptop support","descriptionHtml":"","callToAction":"Desktop/Laptop support","introHtml":"If you are having computer problems, let us know here.","icon":10470,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10470","groups":[],"key":""},{"id":"246","name":"EIS Service Request","descriptionHtml":"Please fill out the below fields to create a service ticket for EAS.","callToAction":"EIS Service Request","introHtml":"Networking, Cloud & Identity Services","icon":10503,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10503","groups":[],"key":""},{"id":"255","name":"FDO - IT Staff Use Ticket","descriptionHtml":"This is a quick ticket for FDO IT staff use. Customers who are not FDO IT staff should use the appropriate <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/group/67\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">FDO request form</a> instead. This form is set to auto-close. Use this form for tracking already solved requests.","callToAction":"FDO - IT Staff Use Ticket","introHtml":"New Ticket form for FDO IT staff use only","icon":10472,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""},{"id":"41","name":"General Information Request","descriptionHtml":"Please select the component (Service Category) and assign to yourself.","callToAction":"General Information Request","introHtml":"Use this like a quick-ticket template whenever you answer a question for a customer. Please select the appropriate component (service category).","icon":10491,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[],"key":""},{"id":"72","name":"Get connected to a printer","descriptionHtml":"","callToAction":"Get connected to a printer","introHtml":"For university owned printers","icon":10522,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10522","groups":[],"key":""},{"id":"176","name":"Microsoft Teams Support","descriptionHtml":"We will get back to you as soon as we can. In the meantime, <a href=\"https://wwuhelp.atlassian.net/servicedesk/customer/portal/1/topic/4f24c64f-363c-42c7-8520-cea8963fbdb2\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">please browse our helpful online articles about Microsoft Teams. </a>","callToAction":"Microsoft Teams Support","introHtml":"Microsoft Teams Video Conferencing, Group Chat, and Collaboration","icon":10527,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"13","name":"New mobile device","descriptionHtml":"","callToAction":"New mobile device","introHtml":"Need a mobile phone or time for replacement? Let us know.","icon":10471,"iconUrl":"https://wwuhelp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10471","groups":[],"key":""},{"id":"61","name":"New Task for Staff Use Only","descriptionHtml":"This is a staff use only template for creating a new task or idea. 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