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Online
Helpdesk System
The Helpdesk uses an automated
system for tracking requests and problem reports from customers. Each
time you call the Helpdesk to report a problem or request assistance,
an automatic email confirmation message will be sent to you. You may
also receive automatic informational messages during the course of
the resolution of your Issue. Below you will find information about
how to understand the email confirmation and use it as a reference
tool.
Issue (reference) Number
If you need to contact the Helpdesk about a pending Issue, please
have the Issue number handy. This will allow us to locate your request
quickly.
Subject
This is a short description of the request.
Priority
The priority of the request refers to the urgency. ITS will make every
effort to respond to your request based on our Priority definitions.
Status
The status indicates where your Issue stands in the resolution process.
In Progress - Your Issue is open and active
Hold - Your Issue is open, but currently inactive (i.e. we
are waiting for a repair part to arrive)
Closed - Your Issue is considered to be resolved
Detailed Description
This is a full description of the problem or request that you reported
to us.
If you have any questions about the new online Helpdesk system or
the automatic email notifications, please contact the ITS Helpdesk at
helpdesk@ithaca.edu or 4-3282.
Maintained by Karen Sunderland
(ksunderland@ithaca.edu),
ITS
Last Updated Thursday, 14-Dec-2006 14:36:30 EST
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