Problem Reporting Guidelines

If you are having a problem with any Computer Science Department computer system or would like to submit a request for help, please use the CSG System Help Desk or one of the other channels listed below. We have automatic procedures in place that inform us of many potential problems, but other problems may go unnoticed if you don't report them. If you are having a problem there is a good chance other users are having the same problem, so please report it so that we can address it.

You may also want to check the list of Frequently Asked Questions for answers to common questions as well as the Computer Systems Group Homepage for general help information.

Please note that we are only responsible for the computer systems owned and operated by the Computer Science Department. Please see the UITS Homepage for more information about the systems maintained by University Information Technology Services (UITS).

• Use the CSG System Help Desk

  This is the primary mechanism used by the department to report and track computing system problems. This is a web-based tracking system that also has an email interface that you can use by simply sending email to system. From the web interface, you can track the status of the call and add new information about the problem, if needed. The system identifies you by your email address so you should use the same email address each time you interact with the system. Note that this is a public forum so don't use it for problem reports of a sensitive nature.

• Email your problem report to sysadm.

  The sysadm email alias provides a private mechanism for reporting problems that will reach the members of the CSG only. You should use this address when reporting problems that you don't want seen in a public forum. For example, if you suspect that your account has been broken into you should use this address to report it.

• Call the CSG Pager at 334-6364 for off-hours emergencies.

  The CSG pager is to be used for the reporting of off-hours emergencies and wide-scale computer system problems. When you call the pager number, you will be asked to enter a numeric message. Please enter a phone number where you can be reached and your call will be returned. If you do not get a call back in response to your page within 15 minutes, please call one of the numbers listed on the emergency contact postings located near the stairway door on each floor. There are home phone numbers of support staff contacts listed there that you are encouraged to call if your call to the pager is not returned in a timely manner.

• Come to LH428

  If you have a problem that requires immediate attention or if you just need to talk to a real person, you can come to the CSG office in Lindley Hall 428 and ask for help. There should be someone available during normal business hours.

• Send email to accounts-admin for account requests

  For account requests, please send email to accounts-admin. Note that account requests generally need to come from the person sponsoring the account. If you need an account for a class, the request should come from the professor. If you have forgotten your account password, please see the FAQ entry on this subject.

• Send email to alumni for alumni services

  If you are an alumnus of the CS Department and want to request email or web forwarding, please send the request via email to alumni.