FAQ - IT-ServiceDesk

• You can contact the IT-ServiceDesk with any questions you may have about the IT services and services offered by the IT Center.
• How to reach us.
• For all inquiries, please provide us with your full name, matriculation number or personnel number if available, as detailed a description of your concern as possible, error messages, and screenshots.
• In IT Center Help you will already find practical information about IT services.

Please contact the ZHV Helpdesk in Department 5.3 of the Central University Administration if you have any content-related problems.

In case of problems with the access via RWTH Single Sign On, please contact the IT-ServiceDesk.

• Unknown username: If you are able to access the contact e-mail address stored in the Selfservice you can use the Password-Reset-Tool to have your username sent. To do so, please click on Forgot Username under the displayed "submit" button. Hence, you will be asked to enter either your matriculation number, RWTH-ID or contact e-Mail adress. You will receive an e-mail containing a link to your credentials and the option to reset your password.
• Unknown password: There are four possible ways to obtain a new password: Using PasswordReset App, Picking Up credentials at the IT-ServiceDesk, Picking up credentials via power of attorney and New credentials by mail and in-house mail

• You receive an error message after trying to redeem a role coupon issued for you? Please first check in SelfService under User Data → RWTH Data→ RWTHcontacts entry whether you have an entry which contains your email address when you click on it.
• Please have this information ready for us.
• If you still have difficulties, please contact the IT-ServiceDesk and submit and your full name, your username (ab123456), screenshots of your error message and the URL of your RWTHcontacts entry.
• Here you can find more information about the connection of data from RWTHcontacts to the identity management system (IdM).

• Please check if you are using the correct login mask "Login for applicants".
• If you are using the correct login screen and still cannot log in, please contact the IT Service Desk.
• Send us your full name, date of birth and applicant number as well as screenshots of your error message.
• Here you can find more information about RWTHonline for applicants.

• You have not received an e-mail with the subject "Welcome to RWTH" although you have already enrolled? Please check first whether the e-mail has been moved to your SPAM folder and whether you have transferred the semester fee. To do this, navigate to the "Applications" application in RWTHonline and click on the small magnifying glass icon in the "Actions" column. If a green checkmark appears here next to your semester fees, the money has been received.
• If you have already made the transfer more than seven business days ago and have not yet received a coupon code, please contact the Registrar's Office.
• If you have any questions beyond that, please contact the IT-ServiceDesk and send us a detailed error description, your full name, date of birth, applicant number and screenshots of the error message.

• First of all, please check if you have used one of these instructions to configure your client.
• If you still have difficulties, please contact the IT Service Desk and send us your full name, your user name (ab123456), screenshots of your error message as well as an error description as detailed as possible including the instructions you used and device- and client-specific information (Which device; Which operating system; Which mail client)
• Here you can find more answers to questions about e-mail.

• Report the fault to the IT Service Desk.
• Please provide the following information:
  • Sender and recipient address, date and time, screenshots of the error message and the email that could not be sent as requested attached. * Here you can find more answers to questions about e-mail.
• Here you can find more answers to questions about e-mail.

• Alcatel-Lucent telephone system: In this telephone system (existing system), call numbers are bound to telephones. These devices are used for this purpose. Here you will find answers to questions about the existing system.
• Cisco telephone system: The Cisco telephone system (new system since 2020) is a pure VoIP (Voice over IP) telephone system in which telephone numbers are assigned to persons. These devices are used for this purpose. The login to a Cisco phone is done via Single Sign On with your user ID (from123456). To migrate from the existing system to the Cisco phone system, you have to go through this registration process once. Here you can find further instructions for the new phone system.
• Cisco in softphone mode via Cisco Jabber Client: Here, the end device for managing your calls is your computer on which a Webex-Client is installed. This function must be activated in advance in the TK-Portal.
• Here you will find further answers to questions on the subject of telephony.