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Computing Infrastructure Support (CIS) Computing Support Request Computer Security Unix Services ISS Mercury Project |
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How to Check on the Status of Your Computer Trouble Ticket The Lab's Computer Support Help Desk now offers a web site where employees can check on how their computer problem is being handled. When you call the Help Desk (at X4357 or H-E-L-P) or file a web-based request for help, a "trouble ticket" describing the problem is created. The tracking system will also send you a short description of the problem as reported and the number of your trouble ticket. You'll need to keep the number handy if you want to check on the status of your ticket. You can do this by going to the Help Desk's Administration web page and clicking on "Trouble Ticket Lookup." This will tell you which department the ticket has been assigned to, the engineer responsible for the ticket and any charges made in conjunction with the ticket (problems resolved over the phone are free, while more extensive problems may require an account number). The Administration page also has links to look up charges for computer support services such as hardware repairs, maintenance and installations. You can also check on charges made to your account for work performed by the Computing Infrastructure Support Department, which includes the Help Desk and Unix, Macintosh and PC support groups. "CIS as a whole continues to look at how we provide information and services to employees and find new ways of letting employees know what's going on," said Josie Galvan, Help Desk lead. "This page for checking the status of trouble tickets is one of a number of new approaches we plan to offer." |
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