EAS Information Technology
Requesting Support
All technology support questions and service requests should be sent to eas-help@purdue.edu, with the exception of website requests, which should be sent to eas-webmaster@purdue.edu.
Ticket Request Process:-
When a message is sent to this address a ticket is automatically generated in the College of Science's ticketing system called 'RT'. This helps us track the status and assign the appropriate staff member to respond. In addition, a copy of the e-mail is sent to the entire technology staff. This alerts the entire staff that there is a new question or request needing attention. Following this process ensures you will receive the quickest response and highest level of service.
Please be aware that you will receive automated e-mails from RT when you send a request and when your request is closed. When you receive the 'closed' e-mail you will have the option to confirm that the question or request is resolved or reopen the ticket. If you respond to the message, it will re-open your case.
If you need to follow-up regarding an existing question or request, please make sure you include the RT ticket number in the subject line of your follow-up e-mail. This ensures that the information is added to the original ticket. Otherwise, a new ticket is generated for each follow-up. Your RT ticket number can be found in the automated e-mail you received when you submitted the question or request.
Please note: Service requests should contain as much detail as possible. Examples of helpful information:
- Machine name
- Time and date problem occurred
- Person signed in when problem was identified
- Specific error codes or messages
- Software package and version
- Task trying to be completed when problem occurred
Open Door Policy:
The technology support staff has an open door policy and is here to serve you. We understand that there are times that a face to face conversation works best. If you need immediate help, have an emergency, or just want to chat about a technology issue, we are happy for you to stop by our offices. We will do our best to be available.
In addition to the onsite departmental technology support team, the department currently has a service level agreement with ITaP for additional technical services. For certain tasks you may be contacted by or work directly with an ITaP representative.
