We have been implementing a problem tracking application. This new system gives an individual client a way to submit a service request to UDS and to track the progress of the work The interface to this application is still under development by ATN, so these instructions may be amended in the future.. Nonetheless, it would be good if copies of this document were circulated or posted in the vicinity of the supported systems.

For support requests, use the URL http://help.unc.edu and select “Request Help” from the upper right of the page. Enter a userid and password on the following page and use the pull-down menu under “Type of help needed” to select “UNIX Desktop Support (UDS)”. This will direct the request described in the box labeled “Problem Description” to our unit. Please make sure that the email address and phone number on the ticket are correct and current. Other very helpful information to include is the name and location of the system causing problems.

If no computer is available, a phone call can be placed to the ATN IT Response Center (962-4357). Callers will need to identify themselves as UDS clients, and provide their name and a contact phone number. It is very important that the Response Center understand that the caller is requesting UNIX Desktop Support. If this is not made clear, it can take an extended period of time before UDS is informed of the request.

Support requests can be submitted at any time, but responses are limited to Mon-Fri, 8am-5pm on scheduled university work days. When a request is logged, an acknowledgement will be sent out immediately via email. During business hours, a UDS SysAdmin will contact the client to verify details of the request and arrange a site visit if needed (the client must be available to consult and/or demonstrate the problem). Emergency (after-hours) service is provided for major security breeches or equipment failure only. If this is the case, the request can be marked “critical”, and we will be paged immediately.