All calls received by the Help Desk are recorded in a call tracking database in the form of a Help Desk "ticket." This data is used to produce statistics to track the progress of the Help Desk.
When you call the Help Desk, please be prepared to give the following information:
- Your Tartan Card Number
- Full name (even if asking a quick question, a full name is needed to record the information).
- E-Mail address (if available)
- Time and phone number where you can be reached
- Which application you are working in and a detailed description of the problem
The Help Desk needs to know if this is a recurring problem. The Help Desk will determine a priority based on the problem description. Since circumstances vary, the priority is based on the individual's situation. If the Help Desk Analyst is unable to resolve the problem, the customer will be given a ticket number for reference. Refer to this number when calling back regarding the same problem.
Examples of the priorities and response times.
Priority |
Expected Response |
Description |
| Critical | 1 hour | System-wide network problems or issues affecting multiple users |
|
Emergency |
1 business day or 9 hours |
Single user down with no temporary resolution possible |
