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Problem Reporting Guidelines
If you are having a problem with any School of Informatics and Computing computer
system or would like to submit a request for help, please use the
SoIC 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 School of Informatics and Computing.
Please see the
UITS Homepage
for more information about the systems maintained by University
Information Technology Services (UITS).
- Use the
SoIC Help Desk
This is the primary mechanism used by the school 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 soichelp.
- Call the CSG Pager at 855-6350 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 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.
Please keep in mind that sending direct email to an individual member of the
technical staff is probably NOT the most efficient way to resolve your problem.
By using the above mechanisms, your problem report will be seen by all members
of the group so it can be addressed quickly and efficiently. If you send email to
one member of the group, the problem may go unresolved if that person happens to
be away from email.
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