Between the moment of submitting a service request and receiving a resolution, the longest time is often spent on additional information requests. The more carefully you follow the instructions below, the more likely you are to receive the correct and prompt response. Each step is important, and the instructions are designed to save you unnecessary time and effort.

The helpdesk phone service is happy to assist you with both non-urgent and urgent matters. When your issue needs to be resolved within three business days, the best way to contact the helpdesk is by calling the phone service.

How do I create a written service request?

How do I create a service request at hd.metropolia.fi?

1. Go to the address https://hd.metropolia.fi.
2. If you want, you can change the language of the website from the top right corner of the page.
3. Log in to the service with your Metropolia username (only the short username without the @metropolia.fi extension).
4. Fill in all the information on the form. Providing a detailed description of the issue will speed up the service.

   Field	Data	Description
   Location		Campus address.
   Room number		If the problem occurs when using a device in a specific location (e.g. desktop computer, projector).
   Workstation name		The name of your computer, if you are using a computer owned by Metropolia.
   Title	Service or software	The name of the service or software you are using.
   	Descriptive sentence	NOT LIKE THIS: "Problem with computer". BUT THIS: "The browser version of Office 365 gives me an error message when I try to sign in at www.office.com"
   Kuvaus	Actions before the service request	Tell us if you have restarted the machine/device and tried the function with another browser and in an incognito/private window.
   	What?	Describe the problem you are trying to solve or what kind of help you need.
   	When?	Tell us when the issue occurred and if it has occurred before.
   	Which devices?	Let us know if the issue occurs on machines other than your own.
   	Browser or desktop application?	Let us know if the issue occurred on the program's browser version, desktop version, or both.
   	Error message	Provide any error message along with error codes, if applicable.
   Liitetiedostot	Screenshot	Always attach a full-screen screenshot of the issue. It is important to capture the entire screen, including the browser address bar, toolbar icons, and other details, as they often contain important information that helps in troubleshooting.

5. Send your request by clicking the Send button at the bottom right corner.
6. Log out by clicking your name at the top of the page.

How do I create a service request via email?

It is recommended to create a written service request through the hd.metropolia.fi website whenever possible. If for some reason you cannot log in to the system, you can create a written service request via email at helpdesk@metropolia.fi.

1. Avaa uusi viesti sähköpostiohjelmallasi.
   1. Write the address helpdesk@metropolia.fi in the recipient field.
   2. Write a brief sentence in the subject field that accurately describes your problem.
      
      1. Always include the name of the service or software you are using.

      2. NOT LIKE THIS: "Problem with computer".

      3. BUT THIS: "The browser version of Office 365 gives me an error message when I try to sign in at www.office.com"

2. Kirjoita viesti-kenttään kaikki seuraavista:

   Field	Data	Description
   Contact details	Name
   	Phone number
   	Campus	The name of the campus.
   	Room number	If the problem occurs when using a device in a specific location (e.g. desktop computer, projector).
   Title	Service or software	The name of the service or software you are using.
   	Descriptive sentence	NOT LIKE THIS: "Problem with computer". BUT THIS: "The browser version of Office 365 gives me an error message when I try to sign in at www.office.com"
   Kuvaus	Actions before the service request	Tell us if you have restarted the machine/device and tried the function with another browser and in an incognito/private window.
   	What?	Describe the problem you are trying to solve or what kind of help you need.
   	When?	Tell us when the issue occurred and if it has occurred before.
   	Which devices?	Let us know if the issue occurs on machines other than your own.
   	Browser or desktop application?	Let us know if the issue occurred on the program's browser version, desktop version, or both.
   	Error message	Provide any error message along with error codes, if applicable.
   Liitetiedostot	Screenshot	Always attach a full-screen screenshot of the issue. It is important to capture the entire screen, including the browser address bar, toolbar icons, and other details, as they often contain important information that helps in troubleshooting.

3. Send email.

How do I create a service request by calling the helpdesk phone services?

How can I contribute to the quick resolution of my issue?

1. Call the Helpdesk phone service: Tel. +358 9 7424 6777 (weekdays from 8 am to 4 pm).
2. Provide basic information clearly at the beginning of the call.
   
   1. State your name and email address.
   2. Mention which campus you are located at.
3. Specify whether you have restarted the computer/device, and in case the issue is related to a browser-based program, whether you have tried the function on a different browser or in an incognito or private window.
4. Briefly describe the problem.
5. Answer the Helpdesk's questions and follow their instructions.

What should I do when I need immeadiate assistance?

If you require immediate assistance, for example, when the hardware is not functioning in the classroom and a lecture is about to start:

1. Call the Helpdesk phone service: Tel. +358 9 7424 6777 (weekdays from 8 am to 4 pm).
2. Provide basic information clearly at the beginning of the call.
   
   1. State your name and email address.
   2. Mention which campus you are located at.
3. Specify whether you have restarted the computer/device, and in case the issue is related to a browser-based program, whether you have tried the function on a different browser or in an incognito or private window.
4. Briefly describe the problem.
5. Answer the Helpdesk's questions and follow their instructions.
6. If the issue cannot be resolved over the phone, we will arrange on-site assistance as soon as possible.

Miten luon hyvän palvelupyynnön, johon saan varmiten nopean ja oikean vastauksen?