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:
- 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