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
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
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
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
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
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 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
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