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Computing Infrastructure Support (CIS) CIS Computer Help Desk Computer Security Unix Services ISS Mercury Project |
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New and Improved Web Form for Reporting Computer Problems A new web-based form for reporting desktop computer problems went on line this month and is designed to streamline the process for getting the trouble fixed. You can find the form at the "Help Request" icon on the Computer Support Help Desk's homepage. By clicking on the nature of your system's problem, the new form will respond with specific questions to help the Help Desk better address the situation. For example, clicking on "Specific Software" prompts a request for the name of the application. Choosing "Printing" will ask for the printer manufacturer and model, the location of the printer and information about the network connection to the printer. The form also includes direct links for setting up new accounts and getting Network and IP addresses — two common requests. Once the web form is completed and submitted, you'll see a summary of the problem and the number of the ticket assigned to your request. Submitted forms are usually reviewed within an hour and assigned for follow-up. Employees with urgent problems are encouraged to call the Help Desk at X4357. The revised form has been tested by employees in Life Sciences, EH&S and TEID, and their suggestions have been incorporated into the current version. The form will continue to be refined to be more useful — suggestions are welcomed. |
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