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ITACS - Remedy Help Desk Online

Fill out our online IT Service Request, using the instructions provided below. If you have any questions, please call the Technology Assistance Center (TAC) (a.k.a. Help Desk) at 656-1046.

Remedy Help Desk Online Instructions

1. Click on the link above to go to the IT Service Request Form. You will be prompted for your User Name and Password. This is your NPGS (NT) Domain User Name and Password (The one you use to log on to the network). Do not enter anything in the Authentication block. Click the Login button.
   
   
2. Select the Urgency of your computer trouble by clicking on the arrow at the right side of this field.
   • Urgent: 1 Business Day - Mission critical work stoppage. Unable to access system or application required for mission. Example: Unable to get into ETAC, either on primary PC, or other PC, and time cards are due now.
     
     
   • High: 2 Business Days - Non-mission critical work stoppage. Unable to access system or application. Example: Unable to get into ETAC, time cards due next week. Machine locks up two or more times a day. Reboot resolves the situation.
     
     
   • Medium: 4 Business Days - Work interruption. Intermittent problems with system or application. Example: Machine locks up from once or twice a week. Reboot resolves the situation.
     
     
   • Low: 5 Business Days - Installation of new peripherals, software, etc. Not mission critical.
     
     
3. For the Summary field, you may select from the drop down, or you may type in a short summary of your request.  When you select from the drop down, the Details field will be populated, and Possible Solutions may appear below. 
   
   
4. If there are one or more Possible Solutions listed, you may view these to see if you are able to resolve the issue easily yourself.  If you are able to resolve the issue, you may click Close, and not submit the request.  If no solutions are available, or if you were unable to resolve the issue, provide as much information as possible, in the Details field.
   
   
5. If you do not find anything in the Summary drop down that describes your request, type in the critical details in a phrase or short sentence. Some examples would be: "PC reboots itself" or "sound stopped working" or "lost my profile" or "my icons look different/are not working/are missing" or "need access to Matlab" or "can't use the floppy/zip/CD drive" or "need printer setup/reconfigured."
   
   
6. In the Details field, type a full description of the trouble. More info here is better! Tell us if you have recently changed offices and/or phone numbers and/or names and/or your status at NPS (student, faculty, staff, or contractor). Tell us if you use more than one computer, and whether or not you experience the problem in more than one place. Tell us if more than one person uses the computer(s) you're having difficulty with. Tell us everything you can about the circumstances of the situation, including what changes, if any, were done right before things started going wrong. The more detail you provide us, the better we can analyze the problem, and the faster you'll get a positive response!