Table of Contents
1. To Submit Your Enquiry Regarding the "Cloud Applications"
2. To Submit Your Request Regarding the "Cloud Applications"
3. To Process for the Required Endorsement
4. To Renew Your Service Request
6. To Update on Your Requested Item (Non-charging / Fee-charging IT Services)
7. Set the Outlook App as Your Default Application for Email, Calendar, and Contacts
1. To Submit Your Enquiry Regarding the "Cloud Applications"
1.1. Visit the ITSC Online Service Desk at http://servicedesk.itsc.cuhk.edu.hk/. You will need to log in before submitting any requests or enquiries. Enter your CUHK email address and OnePass password, then click the 'Sign In' button. After that, respond to the Duo push notification on your phone to complete the sign-in process.
1.2. Click "Services and Knowledges" to expand the menu.
1.3. Click "Cloud Applications" from the expanded menu.
1.4. Click "General Enquiry" from the results.
1.5. A drop-down menu of the "Category" will be displayed when you click its field.
1.6. You can scroll through the drop-down menu to see more options. Please select a suitable category that describes your enquiry.
1.7. Please provide the necessary information. Click "Submit" to complete your submission.
2. To Submit Your Request Regarding the "Cloud Applications"
2.1. After clicking "Cloud Applications" from the expanded menu, refer to points 1.1-1.3. You can then select any appropriate item from the results.
2.2. You can scroll down to find more items from the results. You will see the "Show more" button on the bottom when additional results are collapsed. Click "Show more" to expand these collapsed additional results.
2.3. You can also directly enter the request form name into the search bar at the top. The results will be displayed below. You can then select any appropriate item from the results.
2.4. You will be required to fill in all the required fields before you can submit the request form.
| If your contact phone number is outdated or missing in the autopopulated form, you can visit and update at the Office 365 Staff Profile Update. |
2.5. If you utilize block-grant funding, you will receive a 50% discount on LABOUR costs. The correct account assignment will automatically retrieve the funding source and business area from the system.
| Please refer to https://www.itsc.cuhk.edu.hk/about-itsc/core-and-non-core-services/ for the charging principles associated with each fee-charging IT service. |
2.6. You will need to fill in the varied fields depending on the type of service.
2.7. After completing all required information, click "Order Now" to complete your submission.
3. To Process for the Required Endorsement
3.1. After your requested item is reviewed by ITSC, a reviewed email as below will be sent to the requester for endorsement. The email contains two links to APPROVE or REJECT the reviewed request through email reply. Click the appropriate link and an email draft will be popped up with the subject and content.
3.2. APPROVE: To accept the request, click the APPROVE link and send the email (Note i) to approve it.
3.3. REJECT: To cancel the request, click the REJECT link and write down the comment if any in the email. Then, send the email (Note i) to ITSC for service cancellation. If you have any changes to the service details, please reply to ALL the “Reviewed Email” to state the change or contact ITSC's contact person to discuss further. Then, the request will be reviewed again. The ServiceNow system will record them accordingly.
| Note i: You must use your CUHK email address to reply to the system. If your Outlook email client does not open the email when you click on the APPROVE/REJECT hyperlink, please refer to point 7. Set the Outlook App as Your Default Application for Email, Calendar, and Contacts. |
3.4. A confirmation email containing the request details and total cost will be sent to the requester after the system receives the endorser's approval email.
3.5. After the request is completed, a fee charging notification as below will be sent to the requester. Requester/Authorized staff may click the link to View the Interdepartmental Transfer Form (ITF) for the charging details on this service subscription. This is for record only, signature and returning the form are not required. User may check or communicate with ITSC support staff on their subscribed services at any time.
4. To Renew Your Service Request
4.1. Before the service end date, the user will receive a Renew ITSC Service Request as below. It should be an annual process. The email contains two links to confirm or reject the renewal request through email reply. Click the appropriate link and an email draft will pop up with the subject and content, refer to points 3.2-3.3.
4.2. The confirmation email containing the renewal details and total cost will be sent to the requester after the system receives the endorser's approval email.
5. To Review Your Subscription
5.1. You can view your subscriptions through the Online Service Desk. Click on "Services and Knowledge" to expand the menu, then select "My Subscribed Requests" from the expanded options.
5.2. Click "My Subscribed Requests" to view your subscription list.
6. To Update on Your Requested Item (Non-charging / Fee-charging IT Services)
| For any comments or questions regarding requests that are still being processed, you can communicate with ITSC staff using the steps below. If the request has been completed, please submit a NEW request for any inquiries. |
6.1. For Non-charging IT Services:
6.1.1. Click "My Requests" located in the top menu bar.
6.1.2. Select the appropriate request from the list.
6.1.3. Select the item that you have requested.
6.1.4. Type your comments or questions, then click "Post" to send your message to the support team.
6.2. For Fee-charging IT Services:
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a. Not yet charged item: If the item has not been charged, update the message in the Message Box as specified in point 6.1. b. No charges involved: If your update does not involve charges, update the message in the Message Box as specified in point 6.1. |
6.2.1. Refer to points 5.1-5.2 to go to "My Subscribed Requests". Click "Service Modifications".
6.2.2. Select the Existing Subscription to be modified. Enter the details of the modification in the Description box. Click "Order Now" to submit your request.
6.2.3. Endorsement is required for the above change request, refer to points 3.2-3.3.
7. Set the Outlook App as Your Default Application for Email, Calendar, and Contacts
7.1. On Windows, select 
Start and in the Search box, enter default apps.
7.2. Select Default apps from the suggestions.
7.3. In the Windows Settings app, on the Default apps page, do one of the following:
7.3.1. In Windows 10: Go to Email. Select the current app listed. Under Choose an app, select Outlook. The setting will be activated immediately. Then close the setting.
7.3.2. In Windows 11:
7.3.2.1. Go to Set defaults for applications. Enter Mail in the Search box to set.
7.3.2.2. Click the Shortcut for "MAILTO".
7.3.2.3. Select the "Outlook" app from the popup menu named “How do you want to open this”. Click "OK" to confirm the changed.