Technology Update

September 27, 2006

How to request technology support

All technology support questions and service requests should be sent to eas-itap@purdue.edu. When a message is sent to this address a ticket is automatically generated in the University's ticketing system called 'Remedy'. 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 Remedy 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. When you respond that a ticket is closed, Remedy will send you an optional survey.

If you need to follow-up regarding an existing question or request, please make sure you include the Remedy 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 Remedy ticket number can be found in the automated e-mail you received when you submitted the question or request.

When sending questions or requests to eas-itap@purdue.edu, be sure to put the address on the 'To' line of your e-mail. The system does not handle the address being on the 'Cc' line very well.

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.

Technology Support Team Members:

Chris Edwards, Computer Support Manager, CIVL 2169C, x61522 Ben Cotton, Unix Admin, CIVL 4212, x61546 Kate Brown, Technology Assistant, CIVL 4210, x69601 David Boersma, Technology Assistant, CIVL 4210, x69601 Brian Wolfe, Technology Assistant, CIVL 4210, x69601

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 or work directly with an ITaP representative.

Let me know if you have any questions or concerns. Thanks for your cooperation.

Go Boilers!