Helpdesk & User Assistance
The ITCS (Information Technology and Computing Services) offers an Help Desk service, in order to cover hardware and software problems (the last ones related to the supported software), for all administrative and scientific users of the School.
You can get Helpdesk assistance:
- preferably by sending an e-mail to: firstname.lastname@example.org,
- if you cannot send an e-mail, call the extension 822 (from outside SISSA: 040 3787 822)
If you ask for help regarding a workstation, please ALWAYS write its name and a brief and clear description (not generic) of the problem.
Helpdesk Access hours:
Support email addresses for specific requests
These are the email addresses to use when you would like to notify any problems or requests.
We do not guarantee an answer in a reasonable time.
|email@example.com||Accounts renewal and Disk Quotas|
|firstname.lastname@example.org||Cognitive NeuroScience Helpdesk|
|email@example.com||Mail Services Helpdesk|
|firstname.lastname@example.org||Support for Phone/VOIP|
|email@example.com||Support for WEB systems|
|firstname.lastname@example.org||SISSA Phonebook Notifications|
|email@example.com||SPAM email notifications|
|firstname.lastname@example.org||Printers toner requests|
|email@example.com||Assistenza informatica per il personale amministrativo|
|firstname.lastname@example.org||Support for internal web applications (Missions, Guest Registration System, etc.)|
To manage helpdesk mails we use a so-called ticketing system. This system assign a number and a priority to your request and insert it into the right queue.
In every mail you receive from our helpdesk you will find:
- in the subject a unique ticket number. Please when replying do not remove it from the subject, since we use it to associate emails with problems, and use it if you need to refer to the problem.
- at the end of the message, just above the signature an indication of the priority assigned to the ticket. To understand the priorities please see the table below.
|Priority||Response time||Solution time||Description|
|Very High||2h||4h||Problem affecting directly or indirectly all users|
|High||2h||8h||Problem affecting a large group of users|
|Normal||8h||2d||Problem preventing a single user to do his job|
|Low||3d||5d||Problem not critical|
|Very Low||5d||undefined||Problem not critical and requiring further development|
The times should be intended as a declaration of intent, rather than a guarantee. The solution time, in particular, is strongly dependent on many factors, some of which are independent from our will.