The CONCiERGE End-User Guide
Welcome to The CONCiERGE!
The end-user guide will easily enable you to use The CONCiERGE support portal. This will walk you through everything you need to know about The CONCiERGE support portal. This guide covers creating an account for a non-Google email address, logging into The CONCiERGE support portal, accessing/using the self-help solution articles, raising a ticket and service request, and tracking the status of your tickets.
Before raising a ticket, you may refer to the available solution articles for a quick resolution to your issue/concern. If still required, raise a service ticket for The CONCiERGE agent to resolve.
It also consolidates all the service items in the Service Catalog. The catalog makes it easy for you to request services by providing a one-stop-shop on the portal.
Here’s how to get started.
- Creating an account for a non-Google email address
- Go to The CONCiERGE support portal at https://theconcierge.dlsu.edu.ph and click Sign Up.
- Fill out all required fields and complete the captcha.
- Click Register to complete the registration process.
- Open your email with the subject "The CONCiERGE Account Activation" and click the URL to activate your account and set your password.
- Click Activate your account.
- Logging into The CONCiERGE Support Portal
- Using DLSU/Google email address
- Go to The CONCiERGE support portal at https://theconcierge.dlsu.edu.ph and click Login.
- Click Sign in with Google and select your Google email address.
- Using a Non-Google email address
- Go to The CONCiERGE support portal at https://theconcierge.dlsu.edu.ph and click Login.
- Type your email address and password and click Sign in.
- Self-Help Solution Articles
The CONCiERGE team would like to help you find solutions to your inquiries and concerns with ease. To help you with this, we provided solution articles published in The CONCiERGE’s knowledge base. You can access these articles right from the self-service portal, without the need to log in.
The CONCiERGE also suggests solutions in case the issue you’re reporting happens to have a relevant solution in the knowledge base- even before you submit the ticket. To access the self-help solution articles, follow the steps below:
- Click Browse help articles
- Browse help articles by expanding the main categories and their subcategories
- Select an article to view the solution/answer provided
or use the Search field
- In the Search box, type the topic of your issue and click the Solutions tab.
- Select an article to view the solution/answer provided.
- Raising a ticket
- Click Report an Issue.
- Fill out all required fields:
- Requester’s Email Address
- Subject (Summary of the report)
- I am/an
- Alumnus/Alumna
- Employee
- Student
- Visitor
- Campus concerned
- I would like to report an issue about (see List of Issue below)
- Issue Category
- Description
- Attach any document related to the issue if applicable
- Click Submit
-
Raising a Service Request
-
Click Request a service. Browse Service Catalog by expanding the main categories and their subcategories
- Select a Service Category and choose a service item that you want to request
- Fill out the form and click Place Request.
or use the Search field
- In the Search box, type the service item (form) name and click Service Items tab.
- Choose a service item that you want to request
- Fill out the form and click Place Request.
See list of service items below
-
Tracking your tickets
- In the upper left corner, click Menu.
- Click Tickets. The list of your created tickets will be displayed.
- From the list, click the ticket you need to track. This opens a detailed view of the ticket.
- At the detailed view, you can post a reply, mark the ticket as closed and even add people to be notified about future activity on the ticket.
- You can also sort your tickets based on date created, last modified, status (default), ascending order, and descending order
References:
List of Issue
I would like to report an issue about
Description
Additional information to be provided when reporting an issue
Academic Document Requests
Caters to academic documents/records concerns alumni and students
i.e. Diploma, TOR, Certificate of Good Moral Character and others
Order Reference Number,
Airway Bill Number, Courier, Payment Date
Admissions and Scholarships
Caters to admissions and scholarships application concerns of both incoming Undergraduate and Graduate students
i.e. Admissions procedures, Scholarships applications, International Students (IS) applicants
Application Number, Reference Number, Level, Applicant Type, Academic Year, Intake
Admissions, Scholarship, and Records for IS
Caters to admissions and scholarships application concerns for Grade school and Junior and Senior high school and requests for academic documents/records
i.e. Admissions procedures, Scholarships applications, International students (IS) applicants, General documents
Audio and Video Services
Caters to Audio and Video concerns for both online and onsite activities and events of the University
i.e. Sound system, Projector, Speaker, Microphone, AV equipment
If equipment, provide the location / building and room number
Campus Entry Permits
Caters to campus entry and exit permit concerns of the University
i.e. Personal/office equipment
Canteen and Bookstore Services
Caters to canteen, bookstore and other concessionres concerns of the University
i.e. Food, Price, Vending machine, Bookstore supplies
Finance and Accounting
Caters to financial, cashiering, budget/property, student’s account, fixed assets, disbursement concerns of the Unversity
i.e. Tuition and fees, Clearance, Grants, Payment, Payables, Refund, Reimbursement
For Unposted Payment, attach the proof of payment
Health Services
Caters to medical and dental concerns of both employees and students
i.e. HMO, Clearance, Medical and Dental
Human Resources
Caters to recruitment, hiring, placement, salary and benefits administration, training and development concerns of employees
i.e. Payroll, Benefits/Loans/Remittances, Leaves, HRIS, HMO, Time/Attendance
IT Services
Caters to information and technology concerns of the University
i.e. Animo.sys, Animospace, MLS, DLSU Emai, Zoom, Computer Laboratory
If computer related, provide location/building & room number and property code of computer
Janitorial and Gardening Services
Caters to cleanliness, beautification, and maintenance concerns of all buildings and grounds in the University
i.e. Hazards, Pests, Comfort Room, Trash, Windows, Surfaces, Furniture
Location/building and room number
Mechanical and Electrical Services
Caters to mechanical and electrical facilities and maintenance concerns of the Univeristy
i.e. ACU, Lights, Fans, Telephone, Elevator, Escalator, Clock
Location/building and room number
Plumbing, Sanitary, and Civil Works Services
Caters to maintenance, renovations and constructions concerns in the University that includes the civil works, sanitary/plumbing of the University
i.e. Door knob, Toilet bowl, Urinal, Bidet, Paint, Tiles, Ceiling, Blinds, Faucet, Shower head
Location/building and room number
Procurement Services
Caters to requisitions and purchases concerns of the University
i.e. Self-service procurement, Delivery, Vendor, Order, PO, Contract
If employee, provide Oracle access role;
If vendor/supplier, provide vendor/supplier’s name
Registrar
Caters to enrollment, student records, grades, graduation concerns of both Undergraduate and Graduste students
i.e. Degree, Grades, Enrollment, Records, Graduation
For Commencement Exercises, provide CE number
Transport, Residences, Mailing, and Materials Reproduction Services
Caters to transport, residences, mailing, and materials reproduction concerns of the University
i.e. Vehicle, Shuttle Service, Potocopying, Parcel, Condo, Dorm
Date and Time of incident
and
for Transportation, provide location, Vehicle Plate Number, Vehicle Category, Name of Driver;
for Mailing, provide location, Point of Origin, Destination, Courier Service, Name of Delivery Staff;
for Residences, provide Name of Dorm or Condominium, Unit or Room No., Specific furniture, fixture, equipment, utility;
for Materials Reproduction, provide Name of Machine Operator, Machine No., Name of Office Staff
Venue Reservations
Caters to venue reservation concerns of the University
i.e. Locked room, Incomplete furniture / setup
Location / building and room number
Others
Caters to concerns that does not fall to the specified issues
List of Service Items
Audio and Video Services Unit
Service Item
Category
Borrowing Equipment
UG Student, GS Student, Employee
Events Support
UG Student, GS Student, Employee
Technical Assistance on AV Equipment
UG Student, GS Student, Employee
Buildings and Grounds Maintenance Office
Service Item
Category
BGMO Services (Janitorial and Gardening Services)
Others
BGMO Services (Movers only)
Others
Borrowing of items for Event
Others
Room Reservation
UG Student, GS Student, Employee
Campus Services Office-Laguna Campus
Service Item
Category
Assistance in Trainings / Seminars
Others
Augmentation of Services
Others
Books / Supplies / Uniforms
Others
Canteen Price List & Menu
Others
Clinic Manpower Request
IS Student, UG Student, Employee
Clinic Training Request
IS Student, UG Student, Employee
Consultation
IS Student, UG Student, Employee
COVID-19 Certificate of Quarantine Completion
IS Student, UG Student, Employee
Delivery of Mails Outside DLSU Laguna Campus
Others
First Aid Kit (FAK) Request
IS Student, UG Student, Employee
Hauling
Others
HMO Assistance Request
Employee
Home Visit Request
Employee
Intercampus Mails
Others
Maternity Notification
Employee
Medical Certificate Request
IS Student, UG Student, Employee
Medicine
IS Student, UG Student, Employee
Online Vehicle Reservation System (OVRS)
IS Student, UG Student, Employee
Orientation / Training / Semnars
Others
PHEx Appointment (for employees)
Employee
Shuttle Services / School Bus Operations
IS Student
Sick Leave Approval
Employee
Sports Clearance Request (for AMMFFA)
IS Student, UG Student
Trainings/Seminars
Others
Use of Lactation Room
Employee
Water Effluent Test
Others
Community, Culture and Human Resources Services Office
Service Item
Category
Request for Additional Dependents in HMO
Employee
Request for Additional OT Allocation
Employee
Request for Certificate of Employment
Employee
Request for Change of Approver in the HRIS
Employee
Request for Copy of Job Description
Employee
Request for Copy of the Organizational Chart
Employee
Request for Deployment of Outsourced Personnel
Employee
Request for Employee Clearance
Employee
Request for Employee ID
Employee
Request for Hiring for a vacant plantilla position
Employee
Request for HR System Access
Employee
Request for Leave Conversion
Employee
Request for Reevaluation
Employee
Request for reimbursement of Training Fee / Professional Development Fee
Employee
Request for Special Schedule
Employee
Request for Training Fund/Subsidy
Employee
Request for Update of Personal Information
Employee
Request for Updated OT Allocation of the Department/Unit
Employee
Request for updates on Goverment Records, Loans, Remittances and Benefits
Employee
Request for VL Carry Over
Employee
Enrollment Services Hub
Service Item
Category
Certified True Copy of Diploma
UG Student, GS Student
Certified True Copy of Flowchart
UG Student, GS Student
Certified True Copy of High School Report Card (F138)
UG Student, GS Student
Certified True Copy of High School Transcript (F137)
UG Student, GS Student
Certified True Copy of Syllabus
UG Student, GS Student
Certified True Copy of Transcript of Records (previous to DLSU)
UG Student, GS Student
Change of Address/ Telephone No. / Mobile No.
UG Student, GS Student
Change of Citizenship
UG Student, GS Student
Change of Civil Status
UG Student, GS Student
Change of Name
UG Student, GS Student
Change of Parent /Guardian on Record (PGOR)
UG Student, GS Student
CHED-DFA Authenticated documents
UG Student, GS Student
Correction of Name
UG Student, GS Student
Law Certicate Of Eligibility
UG Student, GS Student
QATAR Certificate
UG Student, GS Student
Reinstatement - Graduate students
UG Student, GS Student
Reinstatement - Undergraduate students
UG Student, GS Student
Replacement of Damaged Student ID
UG Student, GS Student
Replacement of Lost Student ID
UG Student, GS Student
Transfer Credentials / Honorable Dismissal Certificate
UG Student, GS Student
UAE Certificate
UG Student, GS Student
Finance and Accounting Office
Add Budget Exemption in Oracle
Employee
Add Chart of Accounts Values in Oracle
Employee
Add Payment Document in Oracle
Employee
Add/Modify Asset in Oracle
Employee
Budget adjustment
Employee
Budgetary Control in Oracle
Employee
Certification for PVAO Scholars
UG Student, GS Student
Certification of No Financial Obligations
UG Student, GS Student
Certification of Payments
UG Student, GS Student
Clearance for Leave Of Absence
UG Student, GS Student
Clearance for Transfer Credentials/Honorable Dismissal
UG Student, GS Student
Define Bank Accounts in Oracle
Employee
Define Bank Branches in Oracle
Employee
Define Bank in Oracle
Employee
Define Cross Validation Rules in Oracle
Employee
Define Shorthand Aliases in Oracle
Employee
DOST scholars with LOE
UG Student, GS Student
FHIT New Budget Request
Employee
Generation of Report in Oracle
Employee
Inquiry for the opening of Petty Cash Fund/ Revolving Fund
Employee
Inquiry for the Replenishment of Petty Cash Fund/ Revolving Fund
Employee
Inquiry for the Request for Cash Advance
Employee
Inquiry on Liquidation of Cash Advances
Employee
Lingap Scholar Credit Memo
UG Student, GS Student
Manage Asset Category in Oracle
Employee
PUSO CIF grantee
UG Student, GS Student
PUSO Payment
UG Student, GS Student
Refund form Sibling discount
UG Student, GS Student
Refund from DEP-Ed Voucher
UG Student
Refund from overpayment
UG Student, GS Student
Refund from Scholarship
UG Student, GS Student
Refund memo (OAS) - OAS
UG Student, GS Student
Refund memo (OUR) - OUR
UG Student, GS Student
Request for CM Breakdown
UG Student, GS Student
Request for DM Breakdown
UG Student, GS Student
Request for Physical OR
UG Student, GS Student, Employee
Request to Use OP Contingency Budget
Employee
Signed Certificate of Scholarship or RF details
UG Student, GS Student
SOA for Audit Students
UG Student, GS Student
SOA for SHS with POS
UG Student, GS Student
SOA for Special Class for SHS
IS Student
SOA for tuition and Fees
UG Student, GS Student
SOA/ Invoice ( CSB)
UG Student, GS Student
SOA/ Invoice ( DLS ARANETA)
UG Student, GS Student
SOA/ Invoice ( DLS HSI)
UG Student, GS Student
SOA/ Invoice ( DLSU DASMARINAS)
UG Student, GS Student
SOA/ Invoice ( DLSZ)
UG Student, GS Student
SOA/ Invoice ( LA SALLE GREEN HILLS)
UG Student, GS Student
SOA/ Invoice Foreign Language (Chinese Mandarin)
UG Student, GS Student
SOA/ Invoice Foreign Language (French Language)
UG Student, GS Student
SOA/ Invoice Foreign Language (Instituto Cervantes)
UG Student, GS Student
SOA/Billing for Special Filipino and remedial class
UG Student, GS Student
Submit MOA for Foreign Languages - International Studies
UG Student, GS Student
UBD/Restricted New Budget Request
Employee
Update Account Hierarchy in Oracle
Employee
Health Services Office
Service Item
Category
Dental Advise and Consultation
UG Student, GS Student, Employee
First Aid Kits
UG Student, GS Student, Employee
HMO Approval
Employee
Medical Certificate (Student)
UG Student, GS Student
Medical Equipment
UG Student, GS Student, Employee
Medical Personnel/ EMT
UG Student, GS Student, Employee
PHEx of Employees (HMO)
Employee
Request for Medical Certificate (Teaching and Non-Teaching Personnel)
Employee
Survey Forms
UG Student, GS Student, Employee
Telemedicine
UG Student, GS Student, Employee
Vaccination Program (Non-Covid)
UG Student, GS Student, Employee
Validation of Dental Certificate (Student)
UG Student, GS Student
Validation of Dental Certificate (Teaching and Non-teaching Personnel)
Employee
Validation of Medical Certificate (Students)
UG Student, GS Student
Validation of Medical Certificate (Teaching and Non-Teaching Personnel)
Employee
Vital Signs Monitoring
UG Student, GS Student, Employee
Information Technology Services Office
Service Item
Category
Access in BPMS
Employee
Access to Cubicost or Midas Gen
UG Student, GS Student, Employee
Access to Mathematica Online
UG Student, GS Student, Employee
Access to Unisim Design (For license commuting)
UG Student, GS Student, Employee
Add Data in Transaction Type in BPMS
Employee
Add/Update Payee Name in BPMS
Employee
Additional IT Equipment and Peripherals
Employee
Additional Project for GL Account in BPMS
Employee
Additional Software Installation
Employee
Biometric Registration, Update Information, Deactivation
Employee
Biometric Support/Maintenance
Employee
BPMS Account
Employee
Burn-in of IT Equipment
Employee
Cancel/Delete Request in BPMS
Employee
Change Name of Approver in BPMS
Employee
Charts Design / Web Graphics Design / Revision / Print Graphics
Employee
Computer Laboratory Reservation
UG Student, GS Student, Employee
DLSU Website(s) / VPN / TCP Port(s
Employee
Donation of IT Equipment and Peripherals
Employee
Event Registration System
UG Student, GS Student, Employee
Fillable PDF / Simple HTML / Dynamic HTML Forms / Revision
Employee
Format OS and Standard Software Installation
Employee
Gate System Support/Maintenance
Employee
Green Screen Support/Maintenance
Employee
HDA Posting
Employee
Information System(s)
Employee
Installation and Configuration of Server
Employee
Mailing List Creation / Revision-Update / Deletion
UG Student, GS Student, Employee
MLS/DLSU Email Account Activation, Password Reset, Reactivation, Deactivation
Employee
MME Borrowing
UG Student, GS Student, Employee
New Issuance IT Equipment and Peripherals
Employee
Oracle Fusion - Reset Password
Employee
Preventive Maintenance and Inventory of Assets
Employee
Refurbish of IT Peripherals
Employee
Remote Desktop and VPN Configuration
UG Student, GS Student, Employee
Repair of PC/Laptop and IT peripherals
Employee
Replacement IT Equipment and Peripherals
Employee
Report Generation
Employee
Request for Additional Access / Roles in Oracle
Employee
Request for Bandwidth Increase
Employee
Request for Provision WiFi / Wired Connection
Employee
Request for System Modification in Oracle
Employee
Return/Dispose Equipment
Employee
Service Unit IT Equipment and Peripherals
Employee
Set-up of IT Equipment
Employee
Software Installation
Employee
Stand by Support Engineer
Employee
TELE Support Support/Maintenance
Employee
Transfer of IT Equipment and Peripherals
Employee
Update of Information
Employee
Website Design and Set-up / Revision / Deletion
Employee
Office of Admissions and Scholarship
Service Item
Category
Request for Approval (various scholarship concerns)
UG Student, GS Student
Request for Change of Program
UG Applicant
Request for Defer Enrollment
GS Applicant
Request for Defer Enrollment
UG Applicant
Request for Reconsideration
UG Applicant
Request for Reinstatement of Scholarship
UG Student, GS Student
Request for Scholarship Certificate
UG Student, GS Student
Request for Scholarship Upgrade
UG Student, GS Student
Request for Test Reschedule
GS Applicant
Request for Test Reschedule
UG Applicant
Request to Withdraw Requirements
GS Applicant
Request to Withdraw Requirements
UG Applicant
Office of the Executive Director for Campus Services
Service Item
Category
Concessionaire Egress Request
Others
Concessionaire Ingress Request
Others
Food Entry Pass
Others
Office of the Executive Director for Facilities Management
Service Item
Category
Auxiliary services
Others
Electrical Services
Others
Hot works permit
Others
Mechanical Services
Others
Work Order
Others
Office of the University Registrar
Service Item
Category
Application for Audit Class
UG Student, GS Student
Application for Cross Enrollment
UG Student, GS Student
Application for Leave of Absence
UG Student, GS Student
Application for Special Class
UG Student, GS Student
Application to Graduate/ Program Completion
UG Student, GS Student
Change of Grade
UG Student, GS Student
Change of Information
UG Student, GS Student
Correction of Records
UG Student, GS Student
Course Crediting
UG Student, GS Student
Departmental Award
UG Student
Diploma Concern
UG Student, GS Student
Request for Leave of Absence
UG Student, GS Student
Request for Manual Dropping
UG Student, GS Student
Request for Special Final Exam
UG Student, GS Student
Residency
GS Student
Returnee Application
UG Student, GS Student
Student Verification of Education
UG Student, GS Student
Supply Chain Management Office
Service Item
Category
Approval of Outgoing Property Pass
Others
Request for Generation of Report in Oracle
Others
Request for PR Requestor in Oracle
Others
Request to Change PR Approver in Oracle
Others
Request to Update Process Approver in Oracle
Others
Support Services Office
Service Item
Category
Condo/Dorm Reservation
UG Student, GS Student, Employee
Door-to-Door Delivery Request
UG Student, GS Student, Employee
Executive Vehicle Reservation
Employee
Mailing Request
UG Student, GS Student, Employee
MRU Job Order
UG Student, GS Student, Employee
Shuttle Seat Reservation
UG Student, GS Student, Employee
Vehicle Reservation
UG Student, GS Student, Employee