THIS INFORMATION IS FOR INTERNAL USE ONLY. PLEASE CONTACT THE APPROPRIATE OFFICE FOR GENERAL SUPPORT.

Requesting Support

The IT Operations Group is pleased to provide computer support and services to staff in the Division of Student Affairs. Our goal is to handle the day-to-day maintenance of computers and electronic services so you can spend more of your time supporting students. We are currently supporting over 250 professional and student staff accounts and almost 500 computers in 16 departments, seven labs and public areas.

If you need to have an issue resolved, we'll try to get it rectified as soon as possible. Just let us know using one of the methods below.

Using Online Request Forms

We have specialized forms for some common requests and problems that help us collect the information we need to process your request quickly. You will be required to log in before submitting these forms.

By E-mail (ugensupport@case.edu)

The most convenient way to submit most support requests is via electronic mail. We will research your problem and send you a response as soon as possible. The following types of requests are most often submitted via electronic mail. Be sure to include a complete description of the problem or request, including the user or computer name, when appropriate.

  • Account deactivation for departing staff
  • General questions
  • Minor computer, monitor, software or printer problems
  • Report requests
  • Requests for hardware or software quotes
  • Security change requests
  • Software installation requests
  • Website updates
By Phone (216.368.1959)

More urgent requests can be made by telephone from 8:30 a.m. to 5 p.m. during regular business days. Occasionally, we may already be on the line or visiting an office to assist one of your colleagues. Voicemail messages will be returned for a follow-up as soon as possible.

  • Dead computer, monitor or printers
  • Password problems
  • Server problems
  • Urgent problems and requests
Through the Help Desk (216.368.HELP)

If you'd like to talk with someone that can take a message outside of our regular business hours, you can contact the ITS Help Desk. The help desk operators are trained to troubleshoot simple problems and can route your call to us through a regular help desk ticket. The help desk also contacts appropriate staff in case of emergencies.

By Fax (216.368.1960)

Requests requiring paper documentation, signatures or forms can be submitted to us via fax.

Request Priority

We triage problems in order to provide service to the most critical needs in a timely manner using the general priorities below. Wherever possible, we will provide a workaround when a final resolution might take additional time.

  1. Problems that affect a group of users and their ability to perform their jobs (i.e. server or printer problems)
  2. Problems affecting an event in progress (i.e., a computer problem at a presentation)
  3. Problems that affect a staff member's ability to perform his or her job (i.e., a dead computer or monitor)
  4. Problems with specialized application software
  5. Errors reported on web sites
  6. Other minor problems

Other tasks and requests are scheduled so they can be completed as soon as possible or by an established deadline. We will attempt to give you a reasonable estimate of completion. Our ability to provide service depends on carefully scheduling tasks. We appreciate your assistance in providing as much advance notice as possible.