CALS HelpDesk - Service Description

CALS HelpDesk system service information

Background/Eligibility

The CALS HelpDesk service is a web-based ticket-tracking system using SolarWinds Web Help Desk product.   It was implemented by the CALS IT/Administrative Computing Services (ACS) unit to provide a streamlined approach for IT service & support requests.   It replaces our previous support request web forms and inventory database (an Access database).   The new HelpDesk service went into production in November 2016. 

CALS HelpDesk is primarily for customers of either CALS Administrative Computing Services (ACS) or the CALS IT Office.    However, anyone with a valid UW-Madison netid may submit a ticket in the system.   If you are not currently a customer of either CALS ACS or CALS IT, your ticket will be handled and routed as best we can.  

Support

The CALS HelpDesk system is supported by staff in the CALS ACS office.    If you need to reach us, please contact acs@cals.wisc.edu  

Availability

The CALS HelpDesk system is available 24/7, 365 days a year for ticket tracking purposes.   Technician responses and ticket work-time is typically done within regular office hours M-F 7:00AM-4:30PM.   Emergency requests outside of normal office hours will be handled as best we can.  


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Keywords:ACS, CALS, IT, request, support, ticket, tracking, system, eligibility, availability   Doc ID:68335
Owner:Charlene K.Group:College of Agricultural & Life Sciences
Created:2016-11-04 09:43 CDTUpdated:2017-02-15 14:43 CDT
Sites:College of Agricultural & Life Sciences
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