Submit a Service Ticket
Please complete this short, online TSP service ticket request if you need technical help from your TSP team. Be as specific as possible in answering the questions. Submitting a ticket is the fastest route to getting a TSP to respond.
When received, your TSP will contact you within four business hours to assess your technical need and take next steps to resolve it. As always, your patience is appreciated.
ITS Self-Help tutorials can be useful in assisting employees with common technical questions about topics such as password resets, Office 365, email set up, phone troubleshooting and more.
Submitting a TSP Service Ticket is the quickest way to let your TSP know you need technical help. Once submitted, you can expect a contact from your TSP within four business hours. Typically, tickets are resolved within a couple business days. Tickets with unique issues or related to ordering computer hardware or software may take longer.
TSPs process service ticket requests based on the order received most of the time. However, if multiple tickets are in the queue, then tickets are prioritized based on a set of criteria. The list below details some of the criteria used to determine priority.
- Critical — Many customers down
- Power outage across campus because of severe high winds
- Urgent — Many customers affected
- VandalWeb interface crashes with too many students trying to access it.
- High — One customer down
- UI Net ID password doesn't work.
- Computer does not start up.
- Normal — One customer affected
- Mobile access to email is not working on an employee's phone.
- Purchase of new computer software
Service tickets for UI technical staff other than TSPs will be forwarded to the correct support person (i.e. for UI students that is the Student Technology Center and for UI employees, some units/departments have System Administrators). It is the goal of Information Technology Services (ITS) is to make sure every UI student and employee receives the technical help they need in a timely manner.