There are 3 ways to contact the Service Desk to do so:
When to use which option?
- If you are having a minor issue, submitting your own ticket can be the most efficient way to be serviced.
Examples: requesting access to network drives, printers, software, etc., e-mail issues, requests for set-up, etc.
- If you are having an issue that you believe requires some troubleshooting or an in-person visit, calling the Service Desk or starting a remote session can be the most efficient way to get assistance.
Examples: Printer that isn’t printing, monitor or computer not turning on, Internet connection issues, etc.
- Each situation can be different. If all else fails, call!
Incident vs. Request:
Incident – use when something is not working as it should (“My printer is broken.” “This phone doesn’t receive messages.”);
Request – use when you need something (“I need access to this printer”, “I need this new software.”)
To serve you most efficiently, the BITS Service Desk needs as much information as possible included in your ticket.
When creating your own ticket, please refer to the following suggestions:
- Describe what you’re trying to accomplish and what is keeping you from doing so.
Example: “I am trying to access Kaltura, but the webpage keeps timing out.”; “I am trying to use the library’s research resources, but my credentials are not working.”
Try to be as specific as possible, and explain your process step-by-step up until the point you encounter a problem. Be sure to include which browser/software/hardware you’re using (if any), any error messages you are receiving, and any troubleshooting steps you may have tried already.
- Describe who and where you are (especially if the issue is on campus), and how we can contact you.
Example: Jane Doe, Student, problem is occurring in Drake 53, 585-111-2233
It is important to leave your name, status (student/faculty/staff), location (Building on campus), and a call-back number, with hours you would like to contacted, if necessary.
- Describe your machine, other machines affected, and other circumstances.
Questions to answer: Is this a Brockport or personal machine? Is this a desktop or laptop? Is this a Mac or Windows machine? If your problem includes a printer – is this a wired or wireless printer? If your problem includes software – what version are you running?
Other questions: When did the issue begin? Is this a recurring issue? Are you the only person experiencing this issue?
Following up on your ticket:
You will receive an e-mail once you have successfully submitted a ticket with the BITS Service Desk. In the following days, you will be contacted by the BITS Service Desk either by phone or your Brockport e-mail (or any alternate e-mail you have provided).