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  • CS

Department of Information Technology

New Service Desk

31. 8. 2026

Transition to the new solution for submitting requests to DIT

We have prepared a new modern Jira Service Management (JSM) system for submitting your inquiries and issues.

Reduced availability of the helpdesk service from September 11, 2026, to September 13, 2026.

What changes will the new system bring?

  • Requests from employees and students will only be submitted via the portal after logging in. Why?
    Our goal is to improve:
    • - The time spent routing requests to the right solvers (automation)
    • - The response time and overall reduction in resolution time
    • - Customer awareness of the current status of their requests
    • - The ability to resolve requests without submitting them (customer knowledge base)
    • - The consolidation of customer requests (all your requests will be in one place! No more lengthy searches in Outlook...)
    • - Tracking the work done on your issues
  • Requests will be submitted via forms, which will help us digitalize and speed up process handling in the future. A significant amount of time is currently spent by solvers clarifying missing information—prepared forms should prevent this.
  • Responsive pages for mobile viewing. No need to "zoom in with your fingers"—all portal forms are mobile-friendly.
request list
Customer request list on the portal
mobile view
Mobile view of a request

What will remain unchanged?

  • If you need help with the portal, we have prepared guides at tech.mendelu.cz here.
  • If the guides don’t help, our helpdesk team is available at 5555 to assist you with submitting requests via the portal.
  • Email addresses, such as for license orders or urgent UIS team requests, remain the same (filling out the portal form is still preferred). We also have an interactive form for license purchases.

Important Information

  • Planned launch: September 11, 2026
  • Training for submitting requests: September 7, 2026 (1:00 PM) Join here
  • Login guides available from September 11, 2026: Here.
  • helpdesk@mendelu.cz will only be used for external communication.
  • The transition and testing will take place from Friday, September 11, 2026, at 3:00 PM to Sunday, September 13, 2026. We kindly ask for your patience during the reduced helpdesk availability. After the transition, you can still log in to the "old" helpdesk to view requests submitted via the portal at: ticket.mendelu.cz.