Desktop Support
IT is staffed during normal business hours with a help desk for Chemistry. IT staff will be only be available off-hours to provide "Urgent" services to the department during reasonable hours. Services will be limited to support for problems falling into the categories as defined below. We will strive to provide a response to any help-desk ticket with in one business day. Response will be by email (web ticketing system) or unless otherwise requested.
To request desktop support contact:
- email: ticket@chem.psu.edu - This will generate a Help Desk ticket associated to your email address for response.
- Tel: 863-2123 only - This is the designated IT Help Desk line. If we are on the phone or away from the phone, the Penn State Call Center will answer your call and generate a ticket. Please be certain you provide your PSU access ID, preferred contact method and info and a brief description of your problem.
- Web Ticket Request: http://www.chem.psu.edu/it/request - If you cannot send email and the network is still functioning, you may create a ticket at: http://www.chem.psu.edu/it/request. If email is working we prefer help requests are sent via email to: ticket@chem.psu.edu.
Directly contacting IT staff by methods other than the above provides no guarantee of response.
Unless otherwise requested, the IT Group will respond by email.
Desktop support service requests will be categorized as follows:
| Priority | Examples |
| Urgent | Problems that affect department/buildings: system wide network outage, system wide wireless outage, departmental webserver down. |
| Important | Problems that prevent a user from performing job responsibilities |
| Normal | Problems that delay or inconvenience a user |
| Low | Problems associated with using features of an application or software product |
The IT Group will determine the priority of all inquiries, requests and problems.
Problems unrelated to University activities will not be supported.
