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Creating a Work Order for IS&T
 

When you  have an issue that needs the attention of the IS&T Department you will need to send an email to your Department Director/Manager, who will review the request and after review will send the email to ITWO with “IS&T Help” in the message subject line. Phone call requests for assistance will be strongly discouraged and callers will be asked to submit a ITWO.

• Subject: in the email subject block enter “IS&T Help”

• Problem: please provide us with as much detail of the problem. If you are receiving an error message from Windows or any other program on the computer desktop, you need to write all of it down and transfer this information to the work order message.

• Contact Information:
    1.    Date & time:  When are you available to be at your computer and ready for us to help you.
    2.    Phone number:  Where we can contact you for more information and to schedule a time
           to work on fixing the problem

     •  Tag Number: If you are having problems with a computer, either desktop or notebook please include the NMSBVI inventory tag number. On some of our newly purchased computers, it may be a plastic label we’ve attached.

• Severity of problem: please be honest about this selection
    1.    High – work stoppage, cannot perform any work until the problem is fixed.
    2.    Medium – can continue to work but need the problem fixed as soon as possible.
    3.    Low – general help with questions about hardware/software use.

If we schedule a date/ time to work with you over the phone, please be ready to dedicate this time to resolving the issue/s indicated in your work order. If you cannot be available during the scheduled time, you will be required to resubmit your work order.