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.
If you have not already reviewed the infosheet for HMSC, please do so now: https://oregonstate.teamdynamix.com/TDClient/1935/Portal/KB/ArticleDet?ID=96323
A few important reminders:
- 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.
- Always make a ticket.
Please let me know if you have questions!