How to report problems

LSCR wants to provide the best service possible to our supported customers. There are a series of simple steps you can follow when reporting problems or requesting assistance that will help us make sure you receive it.

Before requesting service

For hourly jobs, fill out a contract that provides a funding source (chart-string) approved by the manager of the department or person with funding authority where the work will be performed.

Provide a defined list of faculty and staff who can request service. Departments that wish to arrange to have all requests routed through the department manager should notify LSCR of that preference.

Notify LSCR if a machine supported under the Annual Desktop Support Plan will be used by multiple users or in multiple locations.

Purchase all necessary software licenses and have media available for installations.

Subscribe to the UCBackup service before requesting that LSCR configure a machine for backup.

If a move is involved: move computers from one location to another; provide storage space for new or old machines; and clear off the space needed for a setup.

Requesting LSCR services

Always request service using the appropriate team email address or the contact form, or the message line if email is unavailable.

Requests regarding specific computer problems should include the following information:

• The name, office address, phone number, and department of the person needing assistance.
• The exact error messages, if any, that have appeared on the user's screen.
• Information on any applications that may have been running on the machine when the problem occurred.
• What the user did immediately prior to the occurrence of the problem.
• Information regarding any applications or programs that may have been self-installed recently, or any changes made by a non-LSCR person.
• Information about the request's priority; for example, does the problem realistically need to be resolved in the next week, the next day, or the next hour?

It's also extremely important for departments to maintain accurate records regarding network configuration information (i.e., IP addresses, hostnames, subnet masks, and router addresses) and to provide this data to LSCR's consultant whenever work is requested. LSCR can assist departments in ascertaining their individual network cofiguration information.

Good Practices to Follow

Consult LSCR before making hardware or software purchases. Some hardware or software may be unsupportable, have security or other flaws, or otherwise be in conflict with other hardware/software currently in use. LSCR's planning assistance can reduce the likelihood of encountering these problems.

Bring to the attention of your LSCR consultant any problems you experience at the time you experience them – don't wait until maintenance to mention any diffculties. Also note if any specialized hardware or software is used with or installed on the machine in question.

Computer setups typically require from two to six working hours. Notify LSCR as far in advance as possible to schedule a setup appointment.

During an installation or maintenance, typically at the beginning or end of the process, the user of the machine being serviced may need to be present, so please plan accordingly.

Learn as much as possible about the applications you use most frequently. Take advantage of print manuals, online help systems, L&S's training CD-ROMs and other training resources.

Please refrain from installing any networking equipment prohibited by campus policy.  

Remember to leave your computer on during scheduled backup times, or otherwise ensure that your computer is backed up manually.

Take the time to read and understand LSCR server usage policies on filesharing services. If you have questions, please ask!

Thanks for being a good customer.   It will ensure a better experience for all involved!