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Systems Office Support

Check your support tickets
 (Employees only. Not available off-campus.)

Support Ticket Instructions
Log in using your SWOSU username (for example, "woltzj") to see your support tickets. Contact the Systems Office if you don't know your password.

After you log in you can read current Systems Office announcements. You can choose to view your open and closed tickets from the menu on the left. Note that support requests received by the Systems Office from any student worker are entered under the name of the student's supervisor. When viewing the ticket list, the "supporter" is the person to contact with questions about the ticket.

You can create a new ticket from the menu, but please contact the Systems Office by phone or email for issues that need immediate attention. The Systems Office will review your new ticket, assign it a priority level based on the criteria below, and assign responsibility for closing the ticket to the Systems Librarian or the Library Computer Technician.

If you have any questions about the support ticket system please contact the Systems Office.

Support Ticket Priority Levels
Because the Systems Office receives many support requests, support tickets are prioritized based on urgency. Support tickets are assigned a priority level from the table below.

Priority
Criteria
Critical

The issue results in the complete stoppage of work in a department with no options for work to continue; or patrons cannot use a core library service for which no alternatives exist. Systems staff will begin working immediately to resolve the issue. Examples of critical priority issues:

  • EZproxy is down.
  • Endeavor circulation or WebVoyage is down.
  • The library web site is unavailable.
  • Internet access is completely down.
High

The issue is a major impediment to a department or employee executing their core work responsibilities; or an issue which causes significant inconvenience for the majority of patrons. Systems staff will begin work to resolve the issue within 4 hours. Examples of high priority issues:

  • An employee's Voyager client will not run.
  • A heavily used subscription database (for example, EBSCO) is unavailable.
  • The main public printer is out of order.
  • A patron cannot access subscription databases from off-campus.
Medium

The issue impedes an employee or department from executing their core work responsibilities, but work can continue. For patrons, the issue creates inconvenience for some library users, but most patrons are not directly affected. Systems staff will begin working on an issue resolution within two working days from when the issue is reported. Examples of medium priority issues:

  • An employee's PC experiences frequent crashes.
  • A public PC is completely out of order.
  • A classroom PC is completely out of order when classes are scheduled.
  • An employee cannot print to their usual printer, but is able to print to another network printer.
Low

The issue is an inconvenience, but not an impediment to a department or employee successfully executing their core work responsibilities. For patrons, the issue is an inconvenience, but alternative solutions are readily available, such as moving to another PC or using another database. Systems staff will begin working on an issue resolution within four working days from when the issue is reported. Examples of low priority issues:

  • A public PC has a broken floppy drive.
  • An employee's printer misfeeds.
  • A link to a non-subscription site is invalid.
Suggestion

A request to consider a change or an addition to the services or equipment supported by the Systems Office. A suggestion has no defined deadline. Examples of suggestion priority issues:

  • Adding a new link to the library web site.
  • Adding a non-essential software program to a public or employee PC.
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The examples in this table are illustrative only. Support ticket priority levels are determined on a case-by-case basis based on the specific circumstances of the support request.
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March 9, 2006 11:36 PM