The new Support Centre is in place
Support Centre – the case system and new portal for support and cases – is now open. You can use it to enter support cases and place certain orders. There are also guides to help you solve common problems. You can also check on operational information – updates on disruptions, faults or planned maintenance for IT services.
Initially, the focus will be on IT support and HR, but it is a university-wide portal and will be developed.
Always use the Support Centre for support cases:
- Go to: supportcenter.lu.se to enter a case or read a guide.
Log in using your LU account and strong authentication. The first page includes guides that help you get started, for example how to submit a support case to Service Desk. - As an administrator (agent), you log in using your LU account at scagent.lu.se. A tip for agents is to read the guides you find at scagent.lu.se > Kunskapsbas (Knowledge base) > Arbeta i Supportcenter (Work in Support Centre).
Students can also use the Support Centre’s logged in services. Students log in via their student account. Certain parts of the Support Centre will eventually be accessible to everyone, without logging in.
The introduction of the Support Centre has been implemented in record time and therefore not everything is in place yet. More services will be added later and functionality, labels and much more will be improved in spring 2026.
The Support Centre replaces the case system ServiceNow and the portal for support and cases, support.lu.se. ServiceNow will close permanently on 12 December 2025.
The email address servicedesk [at] lu [dot] se (servicedesk[at]lu[dot]se) will be retained until further notice, but preferably enter your support case directly in Support Centre, according to above.
New guidelines for LU Box
The University has several joint storage services for files, including LU Box. New guidelines now apply for LU Box. Below are the most important points you need to know:
- If you leave the University, the information in your personal storage space in LU Box will no longer be accessible. The information will be deleted 30 days after the account is closed. This also applies to the folders and files you created and shared with others.
- Lund University does not carry out back-ups of the content on LU Box. It is possible to recreate a removed account within 14 days.
When your employment ends at Lund University, remember to:
- Delete the information that can be deleted. You can refer to the University’s Records Management Plan to ensure everything is correct: Lund University’s Records Management Plan
- Check that shared folders are owned by someone who has an active account.
- Archive or hand over information that you or the organisation wants to save.
- You, the catalogue manager and your manager receive a message before the account is closed.
The new rules apply retroactively for accounts that have been closed (inactivated) previously.
Read more in the guide: LU Box – change owner of folders | Support Centre
(You can change the language inside the Support Centre.)
Telephony: Softphone via Teams
The University is to change its supplier for telephony services. The change to the new supplier, Telia, will take place on 10-11 March 2026.
Initially, there will be four subscription types to choose from, including a Softphone variant. Softphone entails using your computer and a headset as a telephone. It was previously communicated that Telia’s Softphone variant (ConnectMe) would be used, but as Telia’s solution has no support for strong authentication, Softphone will be offered instead via Teams. Incoming and outgoing calls are routed via the user’s landline number directly in the Teams client. More information about the practical aspects of making calls via the computer will be provided in the spring.
More information on the change of supplier: New telephony services 2026