Last week we had a customer from HMSC call and get told they had called the wrong number. The technician who took the call did not make a ticket under the caller’s name.
So, a reminder for everyone seems in order. HMSC are now on CN support. The customers are physically located in Newport (on the coast) so we cannot send Service Desk technicians on-site. However, we have IT staff on-site in Newport who we can escalate to. This is very similar to the situation at OSU-Cascades in Bend.
HMSC customers typically cannot come to us. We should try to help via phone, and then escalate their ticket via assignment to HSMC IT if needed.
Please do not ask HMSC customers to ship their computers to us. We have IT staff on site who can help them with rebuilds: HMSC IT in TeamDynamix.
The HMSC IT support number redirects to the Service Desk now. Please do not tell HMSC customers they have called the wrong number. We are the right number!
Always ask for the person’s name and look them up in RefTool. If you do, you will see that they are at Hatfield, and that they are CN supported.