PROCEDURES FOR USING SYSHELP
"We would often be sorry
if our wishes were gratified." - Aesop
Resistentialism (ri-zis-TEN-shul-is-um) Noun:
The theory that inanimate objects demonstrate hostile behavior against us.
After you and/or other liaisons in your
department have done all the troubleshooting possible on a given problem,
you should contact Systems following these steps:
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1. Address your correspondence to
syshelp@uflib.ufl.edu.
Always send a request for assistance using syshelp -- most of
the time, if you contact a member of the Systems Department
staff directly you will be asked to send a message to syshelp
so that the problem can be recorded in the trouble ticket system.
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2. Information that is REQUIRED is
computer model, WSID, physical location of the machine, and
name of the contact person (user).
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3. Provide a BRIEF description of
the problem and what attempts were made at troubleshooting.
Hard drive crashes, smoking monitors, etc. should be PHONED
IN (392-0796) in addition to syshelp. If it appears the network is down, Systems should be contacted by phone.
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4. When Systems has received your
request, an acknowledgement will be emailed back to you ("SYSHELP
RECEIVED"), indicating that your problem has been entered
on the Trouble Ticket System. Expect help soon, depending on
the urgency of the situation.
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5.
You can check the status of your ticket using the Trouble
Ticket Viewer.
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6.
When the problem has been resolved, you will receive a message
from the SQL server saying "Ticket closed" and including
the notes about the problem and its resolution.
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A statement from Systems regarding the Trouble Ticketing System follows:
The Trouble Ticketing System is designed
to assist in providing fast, accurate resolution of computer problems
within the University of Florida Libraries. Trouble Ticketing enables
the dispatching of service requests to the appropriate Systems personnel
and maintains a database of these computer-related problems. The database
serves to assist Systems personnel in the updating and monitoring
of these computer problems, following through to the final resolution
of all service activities.
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