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Help Desk > Tutorials |
 Printable Version
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Response and Work Time:
The Computing Services staff is committed to handling all requests for assistance in a timely manner. New requests will be addressed based on priority and order of receipt.
Request Priority Guides:
Murray Hall staff set a request's priority using the following criteria.
Emergency Requests are those that potentially effect the entire Allegheny community and receive the highest attention of Murray Hall staff. Examples include wide spread virus attacks, large portions of the network failing, major security breach/attack, etc.
Urgent Requests effect a significant segment of the community and without prompt attention could become a larger issue. Examples include request related to technology classrooms, network problems effecting a building, ..
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, purchases...
As Time Permits Requests request of this type usually includes a phrase similar to, "when you get the chance could you.."
These guides are meant to provide a framework for the Murray Hall staff to efficiently address the various calls If you have questions or comments regarding the priority setting guides please contact James Fadden by emailing jfadden@allegheny.edu.
Computing Services implemented Web Help Desk during the fall semester of 2008 and went live in January 2009. Web Help Desk was chosen as the next generation call tracking system because of its flexibility, reliability, and scaleability. Web Help Desk provides call tracking, problem reporting, and FAQ's through a secure web interface available on campus at http://webhelp.allegheny.edu
Members of the Allegheny community can now long on to http://webhelp.allegheny.edu using their Allegheny Username and Password.
Note: There are no known problems logging if you have difficulties logging on please contact User Service by phone at extension 2755. Technical problems can be reported by email (help@allegheny.edu) or phone (ext 2755) until User Services corrects your Web Help Desk log in problems.
Once logged in you will be on the History Screen. This screen allows you to check the status of current and past request for technology help.
Note: You can search for a specific Ticket, Filter tickets based on status, or search based on key words.
When you need to make a new request for technology help you will need to click on the Request button.
By completing this from Computing Services will have the necessary information to get started on your request.
The time it takes to resolve a request varies depending on the kinds and number of requests currently in the que when a new request is made. Under normal circumstances, new requests will be acknowledge within four business hours. Time to completion will vary based on priority and complexity of the request, our target time to completion for standard requests is three to five business days. Should more urgent requests or unusually large volumes of requests make this time frame unrealistic, we will work with you to develop a response time meet your needs.
Completion of the Help Form results in a confirmation email sent to your allegheny.edu email address. The Confirmation Screen also provides you the ticket tracking number for this request.
The tracking number allows you to find your request quickly from the History Screen (see above)
