Getting Help #
If you're having technical issues, we're here to help!
For most technical queries, you should email firstname.lastname@example.org.
In the first instance, we encourage you to check any relevant documentation. While we try to be as responsive as possible, your problem may be more common than you think and it might be quicker to check the manual/documentation or have a look online for common solutions.
If reading the documentation doesn't solve your problem, then please email the relevant team below with as much detail as possible. Including the following details in your request will help us greatly to find a solution for you:
- Any error messages (a copy/paste or screenshot is best)
- Relevant details about your system (e.g. OS, browser version)
- Steps to reproduce the problem (it's much easier to diagnose if we can replicate the issue on our end)
- Time that the issue occurred (this is most relevant for our online and networked systems, but having this can help us find important logs)
- The username or email address you're using to log in
Departmental IT systems #
For help with any CIS departmental IT systems, please email email@example.com.
We try to respond (at least with an acknowledgement) as quickly as possible.
Your email will generate a ticket in our ticketing system to help us track and manage your request. Please make sure our address is in the To: field in your email (not CC:), otherwise a ticket may not be raised and we might not see your request.
Always raise a new ticket for any new issue - replying to old tickets causes them to be reopened and automatically reassigned to the last team member who helped with the ticket, who may be on leave or otherwise unavailable. Sending a fresh email guarantees it will triaged by the team as soon as possible.
Central IT resources #
There are some IT systems which are administered at a central university IT level (to which CIS Systems Support do not have access). While we may be able to give general advice on these systems, in some instances we recommend contacting the central helpdesk directly for a quicker resolution.
For issues with systems like ...
- University (non-departmental) lab computers
- MFA (e.g. resetting after losing your phone)
- Library systems
... please email the central helpdesk at firstname.lastname@example.org.