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
1. Go to The CONCiERGE support portal at https://theconcierge.dlsu.edu.ph and click Sign Up.
2. Fill out all required fields and complete the captcha.
3. Click Register to complete the registration process.
4. Open your email with the subject "The CONCiERGE Account Activation" and click the URL to activate your account and set your password.
5. Click Activate your account.
Logging into The CONCiERGE Support Portal
1. 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.
2. 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:
1. Click Browse help articles
2. Browse help articles by expanding the main categories and their subcategories
3. Select an article to view the solution/answer provided
  
  or use the Search field
4. In the Search box, type the topic of your issue and click the Solutions tab.
5. Select an article to view the solution/answer provided.
Raising a ticket
1. Click Report an Issue.
2. Fill out all required fields:
  - Requester’s Email Address
  - Subject (Summary of the report)
  - I am/an
    1. Alumnus/Alumna
    2. Employee
    3. Student
      - DLSU ID number
    4. Visitor
      - Visitor Type
  - Campus concerned
  - I would like to report an issue about (see List of Issue below)
  - Issue Category
  - Description
3. Attach any document related to the issue if applicable
4. Click Submit
Raising a Service Request
1. Click Request a service. Browse Service Catalog by expanding the main categories and their subcategories
2. Select a Service Category and choose a service item that you want to request
3. Fill out the form and click Place Request.
  
  or use the Search field
4. In the Search box, type the service item (form) name and click Service Items tab.
5. Choose a service item that you want to request
6. Fill out the form and click Place Request.
  
  See list of service items below
Tracking your tickets
1. In the upper left corner, click Menu.
2. Click Tickets. The list of your created tickets will be displayed.
3. From the list, click the ticket you need to track. This opens a detailed view of the ticket.
4. 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.
5. 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

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

Health Services

Caters to medical and dental concerns of both employees and students

i.e. HMO, Clearance, Medical and Dental

IT Services

Caters to information and technology concerns of the University

i.e. Animo.sys, Animospace, MLS, DLSU Emai, Zoom, Computer Laboratory, TELE equipment

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

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, fixtures, equipment,and utility

Others

Caters to concerns that does not fall to the specified issues.

For admissions and scholarship application concerns of both incoming Undergraduate, Graduate, and TDSOL students i.e. admissions procedures, scholarship applications, and International Students (IS) applicants, send an email to admissions@dlsu.edu.ph.

For admissions and scholarship application concerns for Grade school and Junior and Senior high school and requests for academic documents/records i.e. admissions procedures, Scholarship applications, International Students (IS) applicants, and general documents, send an email to orbe@dlsu.edu.ph.

For recruitment, hiring, placement, salary and benefits administration, training and development concerns of employees i.e. Payroll, Benefits/Loans/Remittances, Leaves, HRIS, HMO, Time/Attendance, send an email to personnel@dlsu.edu.ph.

For mechanical and electrical facilities and maintenance concerns of the university, i.e., ACU, lights, fans, telephone, elevator, escalation, and clock. Additionally, for maintenance, renovations, and constructions concerns in the University that includes civil works, sanitary/plumbing of the i.e. Door knob, toilet bowl, Urinal, Bidet, Paint, Tiles, Ceiling, Blinds, Faucet, Showerhead, fill out the service item. Click here for the list.

For requisitions and purchases concerns of the University i.e. Self-service procurement, Delivery, Vendor, Order, PO, Contract, send an email to procurement@dlsu.edu.ph.

For enrollment, student records, grades, and graduation concerns of Undergraduate, Graduate, and TDSOL students

i.e. degree, grades, enrollment, records, graduation, send an email to registrar@dlsu.edu.ph

List of Service Items

Below are the links to service items of each support services

Academic Document Request

Change Address and Contact Information

Change of Citizenship

Change of Civil Status

Change of Name

Change of Parent /Guardian on Record (PGOR)

CHED-Authenticated documents

Correction of Name

Transfer Credentials / Honorable Dismissal Certificate

Administrative Services

Campus Entry Permits

Egress Request Form

Food Entry Pass (FEP)

Ingress Request Form

Outgoing University Property Pass (OUPP)

Personal Property Gate Pass

Product Distribution Request Form (PDRF)

Culture and Arts Services

CAO Performance Request

CAO Production Request

Facilities Services

Auxiliary Services

AVSU Support for Events

Borrowing AV Equipment

Borrowing of Items for Event

Carpentry Services

Electrical Services

Janitorial and Gardening Services

Mechanical Services

Plumbing Services

Request Movers only

Technical Assistance on AV Equipment

Finance and Accounting Services

Certificate of No Financial Obligation

Request Clearance for Program Completion

Request for Creation of Certificate of Scholarship (RF)

Request for Debit Memo (RV)

Request for Invoice and/or RF details

Request for Lifting Clearance Hold (for Accounting)

Request for Manual Crediting of Excess Payment

Request for Outstanding Balance and Surcharge Assessment

Request for Physical Invoice

Request for Refund Status

Request for RF/RV Report (for internal department use only)

Health Services

Dental Advise and Consultation

First Aid Kits

Medical Certificate (UG/GS Student)

Medical Equipment

Request for Medical Certificate (Teaching and Non-Teaching Personnel)

Telemedicine

Vaccination Program (Non-Covid)

Validation of Dental Certificate (Teaching and Non-teaching Personnel)

Validation of Dental Certificate (UG/GS Students)

Validation of Medical Certificate (Teaching and Non-Teaching Personnel)

Validation of Medical Certificate (UG/GS Students)

Vital Signs Monitoring

IT Services

[IS] DLSU-IS LMS Parent App Access

[IS] MLS/DLSU Email Account (IS Student)

Access in BPMS

Access to Cubicost or Midas Gen

Access to Unisim Design (For license commuting)

Add Data in Transaction Type in BPMS

Additional IT Equipment and Peripherals

Additional Project for GL Account in BPMS

Bandwidth Increase

Biometric Registration, Update Information, Deactivation

Biometric Support/Maintenance

Borrowing of Multimedia Equipment (MME)

Burn-in of IT Equipment and Peripherals

Cancel/Delete Request in BPMS

Change of Level 1 Approver for Request for Payment (RFP)

Change PR Approver in Oracle

Charts Design / Web Graphics Design / Revision / Print Graphics

Donation of IT Equipment and Peripherals

Event Registration System

Fillable PDF / Simple HTML / Dynamic HTML Forms / Revision

Format OS and Standard Software Installation

Gate System Support/Maintenance

Green Screen Support/Maintenance

HDA Posting

Information System(s) Access Rights

Information System(s) Access Rights (for Laguna)

IS Gradebook Template File

ITS Computer Lab Reservation

ITS Computer Lab Service Request

ITS Computer Lab Support/Maintenance and Assets Inventory

ITS Onsite/Field Support

ITS Support for Events

Mailing List Creation / Revision-Update / Deletion

MLS/DLSU Email Account

Network Services Access Permission

New Issuance IT Equipment and Peripherals

Preventive Maintenance and Assets Inventory

Provision WiFi / Wired Connection

Refurbish of IT Equipment and Peripherals

Remote Desktop and VPN Configuration (for Comp Lab)

Repair of PC/Laptop and IT Peripherals

Replacement IT Equipment and Peripherals

Report Generation

Request for Oracle Access/Role

Request for Oracle Password Reset

Request for Oracle System Modification

Request for PR Requestor in Oracle

Request for Software License/Subscription

Return/Dispose of IT Equipment and Peripherals

SERP Account (Faculty)

Server Installation and Configuration

Service Unit IT Equipment and Peripherals

Set-up of IT Equipment and Peripherals

SHS Online Evaluation Data Sheet

TELE Support/Maintenance and Assets Inventory

Transfer of IT Equipment and Peripherals

Update of Information

Website Design and Set-up / Revision / Deletion

Wi-Fi Filtering for Canvas Exam

Support Services

Door-to-Door Delivery Request

Mailing Request

Vehicle Reservation

Residences Booking Request