atmos:helpdesk
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atmos:helpdesk [2009/09/15 02:13] – delene | atmos:helpdesk [2022/11/18 15:12] (current) – delene | ||
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+ | ====Help with Information Technology (IT) Issues==== | ||
+ | ===IT Problems=== | ||
+ | - Look over the [[http:// | ||
+ | - Use an Internet search engine to search for an answer. | ||
+ | - If after spending 10-15 minutes with no results on your own, ask a colleague if they know the answer. | ||
+ | ===IT Requests=== | ||
+ | If the request requires an immediate resolution such as the software license server being down, call the help desk at 777-4357. | ||
+ | 1. Go to https:// | ||
+ | 2. Select Client Portal | ||
+ | 3. Sign in at top right | ||
+ | 4. Select services at the top of the page | ||
+ | 5. Select Computer, Device and Printer support | ||
+ | 6. Select Desktop and printer support | ||
+ | 7. Select request service | ||
+ | 8. If you need help with a workstation or server running Linux, make sure to include the word " | ||
+ | |||
+ | • If the description includes the word linux, it will route to the Aerospace systems team. | ||
+ | • If the description does not include the word linux, it will route to the Aerospace help desk. | ||
+ | |||
+ | You can also send an email to helpdesk@aero.und.edu (free feel to cc delene@aero.und.edu on the email) and they will enter the request in the ticket system. | ||
+ | |||
+ | ===Example Request: | ||
+ | * Use the [[https:// | ||
+ | * Under "Short description of problem" | ||
+ | * Under " | ||
+ | * Complete the additional required information and submit. | ||
+ | |||
+ | ===Appropriate Requests=== | ||
+ | * Hardware failure on Aerospace supported computer systems. | ||
+ | * Installation of new software available on install medium. | ||
+ | * Activation of network ports. | ||
+ | * Replacement of printer ink cartridges. | ||
+ | * Ordering and set up of new computer systems, including linux systems ([[http:// | ||
+ | |||
+ | ===Un-appropriate Requests=== | ||
+ | * Fixing software issue that resulted from your hacking (making custom changes to) your system using administration access. | ||
+ | * Request to install software from source code. | ||
+ | * Request to support hardware that was not approved by the Aerospace Scientific Computer Center (SCC) before being purchased. | ||
+ | * Request to help with or debug computer code that you wrote. | ||
+ | |||
+ | SCC has many request to take care of and servers the whole Aerospace College. | ||
+ | |||
+ | ===Appropriate Amount of Time for Requests=== | ||
+ | * A request that takes about 15 minutes of real time to complete should be given a week. | ||
+ | * A request that takes 30 minutes or more should be given at least two weeks. | ||
+ | * Ordering and setting up new computer systems takes 6-8 weeks. | ||
+ | |||
+ | ===No Response to your Help Desk Request=== | ||
+ | For large items and some network issues, the help desk will generate a trouble ticket. | ||
+ | - Send an email to IT chair David Delene (delene@aero.und.edu). | ||
+ | - If you do not get a reply from David Delene with in 24 hours, send an email to Gretchen Mullendore and she will look into the issue and document it on the department' | ||
+ | - If you do not get a reply from Gretchen with in 24 hours, send an email to Mark Askelson. | ||
+ | |||
+ | The above process should also be followed if SCC states that they will complete the requested task in the time period requested and fails to do so. | ||
+ | |||
+ | |||
+ | [[http:// |