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
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