Remote work pro-tip: How to submit an IT Support ticket

Whether you’re working from home or coming to campus, the best way to get help with a technology issue is to submit a ticket at support.newpaltz.edu.

There are lots of support request categories available, including tickets for email issues, Blackboard and other instructional technology, classroom tools and web updates.

If you’re not sure what category applies to your situation, that’s okay too – just click the “Help! I don’t know what form to use” link to submit a general ticket.

To ensure your issue is addressed quickly and efficiently, please include as much of this helpful information as you can:

Whether the device you are using is a college issued device or your personal device
How to get hold of you (email, phone number)
When to contact you
When you will next be on campus
A screenshot or photo taken on your phone of the problem you are experiencing (Use these links for instructions on taking a screenshot in macOS and Windows 10)
Include make and model of your computer (E.g., Dell Latitude 7470 or HP LaserJet P1106)

It’s also important to be as descriptive as possible. The more information you can provide, the more quickly Information Technology Services can rule out options that you have already tried.

Example of a poor description: “My computer isn’t working.”

Best Practice Description: “When I was trying to _____ my computer _____. It should _____ but it is _____. I tried to _____ and _____. It was working yesterday, and I checked with my colleague to make sure we weren’t both having the same issue. This is what the screen is showing me: (photo)”

And please keep in mind that IT Support will need some time to figure out your issue, as we work through a higher-than-usual volume of requests in this era of remote teaching, learning and working. Thank you for your understanding!

IT Support aims to respond to tickets within two business days. Priority will be given to cases where individuals are unable to work. If you know you’ll be trying something new (like a software you’ve never used or a computer that needs to be set-up), please keep this timeline in mind and submit tickets in advance to give yourself and IT Support sufficient time to work.

Visit the Online Help Desk at support.newpaltz.edu for more information and resources.