Working With ITS

When you contact Information Technology Services (ITS), you can expect to be greeted courteously. You can expect the team member who responds to your phone call, email, or ticket to identify her or himself by name. You can expect ITS staff to respond in a timely manner. We strive for the initial response to your requests to occur within a business day of the submission. In our response, you can expect to find out

  • If your issue is something we are able to address
  • The Web Help Desk ticket number that is tracking your request
  • The staff member responding to your concern
  • What additional information (if any) we need from you to resolve your request
  • How you can assist in resolving your request
  • By what date you can expect resolution if it is something we are able do

Sometimes, unanticipated problems or incomplete information may require schedule adjustments to the request’s resolution date initially identified. In those cases, you can expect us to contact you before the expected resolution date to discuss the issue and set a new resolution date. If possible, we will work with you to find alternate solutions to problems that arise from this delay. When we believe we have resolved your request, you can expect us to change the ticket status to “resolved” and email you indicating that we believe we have completed our work on your ticket. If you find that your request has not been resolved, you can re-open the ticket and provide details describing what still needs to be addressed. Tickets with a resolved status will automatically be set as closed after a week of inactivity. priority  

Priority Guides

When working with ITS, you should be aware that we assign all service requests that cannot be immediately resolved to one of four categories: urgent, standard, scheduled project work, and as time permits.

Urgent Requests affect a significant segment of the community and without prompt attention could become a larger issue. Examples include network failures affecting a building, technology classroom problems, server issues, etc.

Standard Requests typically effect an individual or a small number of community members. Examples include requests regarding an individual computer, personal email accounts, software installation, etc.

Scheduled/Project Work requests of this nature typically involve a process to complete and require an extended timeline to complete.  Examples include requests that impact lab computers, shuffling of office space, purchases, etc.

As Time Permits Requests usually include a phrase similar to, “when you get the chance could you..”

These guides are meant to provide a framework for the ITS staff to efficiently prioritize and address the various calls. If you have questions or comments regarding the priority setting guides please contact James Fadden by emailing jfadden@allegheny.edu.

Ways You can Help Us Help You

Report the Problem – We can not attend to technology problems that we do not know about. Problems are more likely to be found by a community member than someone on the ITS staff, even with continual monitoring and system checks. Please report problems as you encounter them.

Please be specific – Describe the problem as you observed it. Include the time, place, and date when the problem occurred to help us find log files that can be used to pinpoint errors. Identify malfunctioning equipment using the number on the yellow asset tag. All of this information will help to identify the root of the issue and develop a solution.

Have You Rebooted – This and other basic trouble-shooting techniques such as checking connections are often the source of frustration. When you report the problem, whether by phone or Web Help Desk, if you have attempted to trouble-shoot the problem please identify what you have done. This will help the ITS staff member jump to more advanced troubleshooting techniques that should expedite the resolution of your problem.

Use Care with Web pages – Viruses, scare ware, and other malware are becoming more sophisticated and creeping on to more and more mainstream web sites. Use care as you navigate web sites thinking twice before clicking through links, providing personal information, etc. An ounce of caution could prevent unnecessary downtime. If you do fall victim to such an attack please report immediately, by calling Information Technology Services at 2755.

Back up your Data – Users with a recent copy of their My Documents file are able to receive faster turn around times when their computer needs to be rebuilt or replaced.  The College provides network storage through Google Drive and the Administrative O drive.