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Always feel free to contact Andre Griffith 203.432.8830 or Chris Kilbourne 203.432.8814 with your technology-related questions or issues. We will answer your question or resolve your issue if it is within our purview. We ask that you submit a ServiceNow ticket so that we can prioritize our work and ensure nothing "falls off our radar." For matters outside of our control, we will refer you (or your ServiceNow ticket) to the ITS Help Desk or appropriate resource. You can expedite the support process by using the information below, which shows you who is best suited to help with different types of issues or requests.

We are introducing ServiceNow as the preferred method of initiating and tracking requests for IT support at YSD. To request help, simply click on the "Request Tech Support" button at right. You will be taken to short form where you will be asked for:

  • A short a description of your issue or request
  • A more detailed description (although you can simply repeat the short description)
  • Your contact number, and
  • The impact of the issue (individual, multiple individuals, multiple groups, university wide)

After submitting the form, you will receive an email with a link to your Incident ticket in ServiceNow. That link allows you to track the status of your issue or request (e.g., assigned, scheduled work, resolved, etc.), and it enables you to update your incident with additional information.

Download an illustrated guide to using ServiceNow

With our limited IT resources, the ServiceNow system allows us to track and prioritize support requests (ensuring none "fall off the radar"), identify problem software and hardware, and plan for future support needs. So, even if we have resolved your issue, we ask that you fill out a ServiceNow ticket so that we can keep track of the nature and volume of support being provided.

Remember, you should always feel free to contact Andre Griffith 203.432.8830 or Chris Kilbourne 203.432.8814 with your technology-related questions or issues. We will answer your question or solve your issue if it is within our purview, otherwise we will direct you to the appropriate resource.

You can expedite your support requests by starting with the right resource. The sections below outline when it is best to contact Andre or Chris in Digital Technology, and when it makes more sense to contact the ITS Help Desk or other resource.

Is there a problem with your YSD computer, such as a bad keyboard, noisy fan, broken mouse, or it doesn't turn on?  Is your printer broken? Is there other YSD-specific technology that needs attention? Computer support is available to all YSD faculty, staff, and students by filling out a ServiceNow request (click the button at right). If it is an urgent matter, please contact Andre Griffith: 203.432.8830, andre.griffith@yale.edu, Monday - Friday 9 a.m. to 5 p.m. If Andre is unavailable, contact Chris Kilbourne: 203.432.8814, chris.kilbourne@yale.edu.

Andre or Chris are also first-line support for:

  • Printer issues
  • Audio/Visual equipment requests
  • Other YSD-owned hadware issues

Even if you contacted Andre or Chris directly, please fill out a ServiceNow request so that your issue gets put in their work queue, and so they can manage and track support requests.

YSD students are eligible for computer support from the Student Technology Collaborative (STC).

To consult with a Student Tech about a technology issue, visit the Technology Troubleshooting Office on the Lower Level of Bass Library, or call the TTO at 203.432.5242

STC provides general support for:

  • Computers (Desktop and notebook)
  • External Hard Drives and Storage Devices
  • Mac OS X
  • Microsoft Office
  • Microsoft Windows (all versions)
  • Printers and scanners
  • Wireless Routers
STC provides limited support for:
  • Digital Cameras
  • Digital Music Players (e.g. iPod, Zune)
  • Linux operating systems
  • Network-capable gaming consoles
  • PDAs and Smartphones (e.g. Blackberry, iPhone)
STC does NOT support:
  • Televisions or cable
  • VHS or DVD players
  • Digital Video Recorders (e.g. Tivo), AppleTV
  • Microwaves, radios, or other household appliances

Start your inquiry with the ITS Help Desk for questions or issues with:

  • Canvas
  • ClassesV2
  • Common software such as Microsoft Word, Excel, or Adobe Acrobat
  • Email
  • MyTime
  • NetID login
  • Network/internet access
  • Oracle
  • Password changes
  • Printer access
  • Virus protection
  • Workday

The ITS Help Desk is available 24/7 and can be reached at:

The Help Desk will place your request in our online work order tracking system (ServiceNow). You will receive an email with an Incident Number, and a followup when the incident is resolved. This process helps us collect information on continuing computer/IT problems that can often be resolved on a wide scale.

YSD uses specialized systems, each with its own support structures.  Please refer to the list below for details.  If something is missing from the list please contact Andre Griffith or Chris Kilbourne.

Service/Application

Documentation

Contact

Tier 1 Coverage

Ashomen -- production budgeting tool   Erich Bolton Business Day as available
Autocad license Services   Andre Griffith Business Day as available
ClassesV2 web service ClassesV2 web service classesv2@yale.edu Business Day as available
Classroom media equipment   Andre Griffith Business Day as available
Copy machine repair   Request Tech Support Business Day as available
Focus   Shainn Reaves Business Day as available
Haus   Request Tech Support Business Day as available
Loaner laptop requests   Andre Griffith Business Day as available
Spacebook / EMS Spacebook / EMS Request Tech Support Business Day as available
Student Labor assignments   Nikki Mills Business Day as available
Tessitura   Post to online group
or speak with local super users (Janna Ellis, Laura Kirk)
Business Day as available
Vectorworks license service   Andre Griffith  
VPN off-campus access VPN off campus access ITS HelpDesk Business Day as available
Yale NetID password Yale NetID Password ITS HelpDesk  
YSD file server(G: and X: drives)   Request Tech Support Business Day as available
YSD SharePoint server   Request Tech Support Business Day as available
YSD student list-serve (Mailman)   mailman@mailman.yale.edu Business Day as available
YSD PaperCut Printing PaperCut ITS HelpDesk Business Day as available
YSDInfo website   Chris Kilbourne Business Day as available

The ITS Help Desk is now open 24 hours, 7 days a week. For assistance, please call 203-432-9000 or email helpdesk@yale.edu. The answers to many technology-related qyestions and issues can also be found in How-To articles on the ITS website.

 

Information Technology Resources