VMRCVM - IT Support Request Methods

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IT Support Request Methods

What Constitutes an IT Request?

As a general rule, a question or problem dealing with any electronic device that has a processor in it, a digital display, or somehow connects to a computer would fall under the umbrella of the IT Support Center. What follows is a non-exhaustive list of examples of what can be considered an IT request:

State-owned electronic equipment (desktop/laptop computers, cell phones, printers, monitors, etc.)
Classroom audio/visual equipment (televisions, projectors, etc.)
Work-related software (Microsoft Office, Adobe Acrobat, CGI/VISION, Internet browsers, etc.)
VetMed Intranet issues
VetMed SharePoint issues
VetMed network infrastructure (VETMED2 file server, network connections, PACS imaging server, etc.)

What Does Not Constitute an IT Request?

The list below contains some examples of requests that are often mistaken as IT requests but actually fall under the responsibility of another department:

Equipment/devices not owned by the State (i.e. personally owned or owned by other organizations)
Electrical power, lighting or HVAC systems (direct requests to the Buildings & Grounds Supervisor, Steve DeHart, x4283)
Classroom materials (direct requests to the Multidiscipline Laboratory (MDL) Office, x7881)
Conference room materials (direct requests to the administrative contact(s) for the particular room)
VMRCVM Website content issues (direct requests to the VMRCVM Webmaster, Alison Elward)
NOTE: For problems connecting to or accessing the VMRCVM website you may still contact the IT Support Center via one of the methods listed below.

Methods for Requesting IT Support

VetMed IT Helpdesk Portal
- The IT Helpdesk Portal page is a web-based platform for submitting IT requests that also allows you to see what tickets you have open, to see what tickets you own that have been resolved in the past and to view helpful articles that explain the solutions to common, yet simple, problems so that you may resolve them yourself. We highly recommend submitting IT requests through this portal page as it not only gives you a few tools for managing your IT requests but it also helps us figure out the related device(s).
- All Microsoft Windows computers that are joined to the VETMED domain will have a shortcut icon (shown to the right) on the desktop labeled IT SUPPORT that will open up a browser window and navigate to the IT Helpdesk Portal page. If you are on a Mac or another device, you may contact the IT Support Center for assistance in creating your own shortcut to the IT Helpdesk Portal page.
VetHelp Email
- From any device that supports sending email you can submit a request to the IT Support Center by emailing vethelp@vt.edu. The ticketing system used by the IT Support Center will automatically read the email and create a work order from the subject and body of the message. When sending in a request via email, please be sure to use a short yet descriptive statement for the subject line while putting the concise details in the body of the message.
Phone
- From 8:00am to 5:00pm, Monday through Friday (excepting University holidays), the IT Support Center technicians are available via phone at extension 2791 (from off-campus call 540-231-2791). If technicians are unavailable at the time, feel free to leave a voicemail with your name, a number to reach you back at, and a short description of the problem. A technician will then get back to you as soon as possible. Using the phone method to contact the IT Support Center is best for quick questions, problems that are difficult to describe via email, or for emergencies requiring immediate attention. For critical IT emergencies outside of normal operating hours (i.e. problems that directly prevent the operations of the VTH), you may call the IT Support Emergency number to request immediate help.
IT Support Center Office
- At any time during the IT Support Center’s normal operating hours you may visit the office in person to request help. This method is most useful for when you need to demonstrate a problem with a device or need assistance learning how to use a device. The IT Support Center office is located in the Infectious Disease Research Facility (IDRF) on the first floor. Whether you use the exterior door closest to the Small Animal Client parking spots or come through the corridor by Large Animal Receiving there are signs posted to help guide you to the IT Support Center’s door. If you visit the office in person and no one is available, the emergency number is posted on the door, should your request be an emergency.

Additional Notes

While it may seem convenient to stop an Information Systems or IT Support Center employee in the hallway to make a request, we ask that you refrain from doing so. It is often the case that the staff member you are talking to is already working on several support calls which makes it difficult to remember all the exact details of your request. In these situations we ask that you use the in-person meeting to remind yourself to submit the request through one of the suggested methods above which helps the IT Support Center to document all the relevant information needed to complete the ticket.
When you submit an IT request via the IT Support Center, you will receive an email notification/confirmation that a ticket has been created for your request. The ticketing system is designed so that any replies you send to these emails will be automatically appended to the ticket in our system. Once the work order has been closed (you will receive an email notification), any replies you send will re-open the work order and notify the previously assigned technician. As such, it is not necessary to reply with a "Thank you!" message once a work order is closed, even though we most certainly appreciate the sentiment!

If you have any questions about the information presented on this page, please feel free to contact the IT Support Center and they will be glad to help.