Guide for AU Serviceportal

This guide is intended for AU employees and students who need to create a support case on AU's serviceportal. On the service portal you will find an overview of all your open and ongoing cases, where you can follow the status and comment on a case.

Log on Serviceportal

You log on from this site https://support.au.dk

Use Chrome, Safari or Edge browser.

Create a case on the serviceportal

Once you have logged in to the service portal, you will be presented with the option to either report a problem or order something.

You also have the option to search for the desired service in the search field. When using the search field, you will be presented with a number of services and forms that you can use, for example if you want access to a shared drive or a specific system.

In the search field, you will also be presented with knowledge base articles if a knowledge article has been created within the searched area. We encourage you to start by looking in the knowledge base articles, as this is where you will find help and instructions for solving your problem before you create a case.

Create on behalf of another user

You also have the option to create a case on behalf of another user. Simply enter the user's name or AUID in the form 123456 and the user will appear in the overview. Both you and the user you are creating on behalf of will be able to follow the resolution of the case on the service portal.

My cases

On the front page of the service portal, you can click on my cases and get an overview of all your ongoing and open cases. You also have the option to search directly by case number in the search field.

We recommend that you conduct all communication regarding a case via the service portal. Here you can see all correspondence on a given case and have an overview of the status of the case. You can add additional comments and request that the case be closed if you believe it has been resolved.

Language version

You have the option to change the language version, whether you want to run the DK or UK language version. Click on your profile picture and select Personal profile. Here you will be able to change between DK and UK language. Remember to save.

Knowledge items and guides

In the Serviceportal we have created a number of knowledge base articles that refer to guides where you can find help to solve your problem. We therefore recommend that you start by finding help in some of these articles before you create a case. You simply type in the text in the search field, and if there is a knowledge article that deals with the topic, it will appear in the overview.

Get faster help by using automised forms

In the Serviceportal you will find forms with built-in automated processes that will allow selected cases to be resolved much faster if you use the automated form.

Below you will find examples of selected forms that you can use to help resolve your case more quickly:

Feedback and help for Serviceportal

If you experience errors, need help or have any requests for the Serviceportal, you are more than welcome to create a case using this form

For example, it could also be useful knowledge base guides that was not available when creating the case. We would love to hear from you.

Revised 03.07.2026

FA IT Support