New email address and utilizing out-of-order laminated forms:

Escalating Lab Computer & Printing issues

When working with customers on questions you cannot solve or need to involve Endpoint Management Team please do the following:

  1. Gather pertinent details:
  • ONID username
  • Computer Name
  • Day and time
  • Specific details about what the customer is trying to do
    • Example – Customer wants to use Photoshop, but it is not available
  • Exact error message (if any) displayed
    • Take pictures if possible
  • Type of computer – (Apple or Dell)
  • Operating system – (Windows or OS X)
  • Any troubleshooting you have already done

2.  Reporting issue:

  • Email osucomputerhelpdesk@oregonstate.edu (phone: 7-3474) to create a ticket
    • Include pertinent details from step 1
  • (If necessary) Fill out out-of-order form (using dry erase marker) and attach to equipment
  • OCH will escalate ticket to Endpoint Team if needed.

3.  Work with Endpoint Team on a resolution to deliver that information to the customer