How to request IT support
Outreach Information Services provides central computing support to all faculty, staff, and students of the Division of Outreach & International Affairs. Each support request will generate a ticket for our records and to monitor the progress of your incident resolution or request fulfillment.
Creating a ticket is simple:
Once submitted, you will receive an e-mail confirming your help request. At that point, you can simply reply to that email message or any responses you receive from our team. Please do not directly email OIS staff about IT help requests. Because of the nature of our work and responsibilities, it is common for us to already be helping other users. When you contact us directly, you may not get a reply because the particular individual may already be on a task or in meetings. If the message is sent to firstname.lastname@example.org, all OIS staff gets a copy and there is a better chance that an available teammate can get to your request. Also do not CC OIS staff email directly as this simple creates duplicate help notifications, making it more difficult for us to efficiently reply to your assistance request. If the nature of your problem is such that your computer is down and you have no other means to email us, calling us is entirely appropriate as we do not have a call center.
Our standard office hours are M-F 8 am to 5pm.
We do have an emergency number for after hours support but this should only be used for the most critical of incidents. This chart can guide you on when it is appropriate to use the emergency number: