IT Helpdesk

The University of Hradec Králové uses three methods to handle requests based on their type. Shared email inboxes are used for internal systems and applications; requests for computing and audiovisual equipment are submitted through the IT Help Desk; and reports of building-related issues are submitted via a separate portal. Using the correct channel ensures rapid assessment, proper prioritisation, and efficient processing of requests.

Computer and AV Equipment Malfunctions  System Issues and Malfunctions  Building Issues

Computer and AV Equipment Malfunctions

The IT Helpdesk is used to submit requests regarding computer and audiovisual equipment issues at the University of Hradec Králové. Please submit requests according to the following procedure:

  1. To log in to the helpdesk, you must enter the login credentials used on the UHK network.
  2. When reporting an incident, you must specify the type (request or malfunction) in the form.
  3. The category (a more specific description of the request to simplify submission and facilitate assignment to the administrators responsible for the relevant services).
  4. Location (select the building where the problem is occurring or where OIT assistance is required).
  5. Choose an appropriate name for the request (brief and descriptive).
  6. Description of the request (details that can significantly help speed up the resolution of the problem).
  7. You can attach a file to the request, such as a screenshot of the error, a text file with further details, etc.

After submitting the form, the request is recorded and will be processed by OIT administrators as soon as possible.

Requests already entered into the system and their current status can be viewed within the web application by clicking on “Requests” in the main “Application” menu.

Requests, Suggestions, and System Malfunctions at UHK

To ensure clear and efficient processing of internal development requests, please submit all bug reports, requests, and suggestions exclusively via the shared email inboxes:

Starting June 1, 2026, for operational reasons, requests sent to team members’ personal email accounts or development requests made by phone will not be logged, and we cannot guarantee that they will be processed.

 

 

To facilitate faster evaluation and processing of requests, please provide the following information:

  • the name of the application or system to which the request relates (if applicable),
  • a brief and concise description of the problem or request,
  • steps to reproduce the problem, if known (in the case of a bug report),
  • a description of the expected and actual behavior,
  • information about the impact:
    • who is affected by the problem (a specific individual, a group, an entire faculty, or the entire university),
    • whether normal operations are prevented or restricted,
    • a brief description of the impact,
  • time constraints or ties to a project, event, or legislative obligation,
  • the name of the request owner (sponsor),
  • list of people to be informed about the progress or outcome of the request,
  • screenshots or other attachments that can help identify the problem or are part of the request.

The more precise the information provided in the request, the faster it can be evaluated, prioritized, and processed.

Purpose

The system for centralized management and tracking of requests was implemented with the following objectives:

  • to ensure greater transparency,
  • transparent prioritization,
  • effective use of available resources,
  • maintaining continuity of support provided within the OIT’s internal development.

Reporting Building Defects

Please use this portal to report building defects and emergencies: https://ris.uhk.cz/zavady

 

 

 

Section navigation: Department of Information Technology Services