Frequently Asked Questions

If you are unable to log into the portal, use this form to report an IT issue.

Yes—existing contact routes like email and phone will remain available. However, using the DTS Service Portal offers a faster, more streamlined experience: 

You’re in control: You can specify exactly what your request is about, include updates, and attach relevant details—all in one place. 

No manual triage: Requests submitted via the Portal are automatically routed to the right team, saving time and reducing delays. 

Faster resolution: Because DTS staff manage requests within the same platform, your issue moves smoothly between teams with full visibility. 

Using the Portal speeds up support in several ways: 

Smart routing from the start: When you submit a request or report an issue, it arrives in a structured format that allows DTS to automatically direct it to the right team—no delays, no guesswork. 

End-to-end visibility: DTS staff use the same platform to manage and reassign requests internally, so there's clear oversight of who’s handling your issue and what stage it’s at. 

Self-service options: You might not need to wait at all—our Knowledge Base offers instant answers to common questions, and you can also try our Virtual Agent for guided help. 

How will it be quicker to get help using the DTS Service Portal? If you need to speak to someone, the Portal offers Live Chat with a DTS agent, so you can get help without picking up the phone or waiting for an email reply. 

You'll get automated email updates, plus you can log into the DTS Service Portal at any time to see the progress and add further comments or attachments.  All ticket updates will now come from serviceportal@lse.ac.uk. 

Yes—requests and issues can be submitted on someone else’s behalf. However, using the DTS Service Portal yourself has key advantages: 

Full visibility: You’ll be able to track progress, see updates, and respond to any follow-up questions directly. 

Faster resolution: When you submit the request yourself, you can include all the relevant details upfront, helping DTS route it quickly to the right team. 

No, the portal uses Single Sign On (SSO) authentication, using your LSE credentials without you needing to re-enter them.

You can ask for an update on your ticket by adding comments to it in the DTS Service Portal. You can escalate a ticket via the DTS Support Virtual Agent function in the DTS Service Portal – just click the red speech bubble icon at the bottom right of the homepage. 

Regular feedback surveys will be sent out in relation to specific incidents and requests that DTS assist you with, although we will be careful not to overwhelm you with them!  

We will also be collecting more general feedback about how you are finding the DTS Service Portal and ideas for improvement. If you are someone who submits a lot of IT tickets, you may like to consider joining the Service Management User Panel. 

You can contact the project team behind the launch of the DTS Service Panel at service.first@lse.ac.uk.  

In the DTS Service Portal, knowing whether you are reporting an issue or raising a request will help us to help you faster.

Report an Issue

This type of ticket will be given an INC prefix (e.g. INC0012345) and is known as an incident. Select this option when something is broken or unavailable, for example:

- You can't log in

- A system is down

- WiFi isn't working

- A device won't start or connect

Raise a Request

This type of ticket will be give a REQ prefix (e.g. REQ0012345) and is known as a request. Select this option when you need access, a change, or information, for example:

- Access to a shared folder

- A new email account

- A password reset

- Software installation

- Equipment reset

To get the most from the DTS Service Portal, use a search term like 'WiFi' or 'Telephony' to check whether there is a bespoke request form that you need. If not, use the 'Raise a Request' form.

To help you decide