Getting Started - IT Services and Support Center (ITSSC)

Overview

What is ITSSC?

The IT Services and Support Center (ITSSC) has been established to provide a centralized location for IT information and requesting assistance.  This system will improve DotCIO efficiencies, communication and collaboration to provide an improved support experience with your IT inquires.

The knowledge base is a work in progress with a goal to develop a robust, mature source of information for all of our IT services and support.

Procedures

Signing In

If you have your RCS credentials, you should sign in, but if you don’t you can submit a request without signing in.

Using your RCS credentials:

1. In the upper right corner of the ITSSC screen, click “Sign in”
2. Login with your RCS username and password
3. Click Submit a request located at the top right corner of the page

If you do not have RCS credentials:

1. Click Submit a request located at the top right corner of the page.

Submit a Request

1. Click Submit a request located at the top right corner of the page.
2. Click the drop down list for: Please select from the request categories below (please refer to the next section for an explanation of categories) -- when in doubt select Support Request
3. Complete the fields in the form. Those with an * are required fields.
4. Click Submit

Categories

• Support Request -- technical support and assistance requests
• Administrative Applications -- Enterprise applications supported by EIS (i.e. Advance, Advizor, Automic, Banner, BossCars, DataWarehouse, DegreeWorks, FAMIS(CMMS), FuelMaster, Imaging, iModules, LDI, Qualtrics, SIS, SmartCall, Workflow)
• Audio/Visual Problem or Assistance -- Audio/Video, Links to Event assistance or Cable TV issue
• Computer/Device Hardware Repair/Laptop Rental -- hardware related assistance and requesting laptop rentals
• LMS (Learning Management System) -- LMS assistance and Course requests
• MorningMail/Events Calendar Support
• Website Services -- Broken links, Website Updates, Webforms, Training, Website Access, Domain Name & IP Address
• Work Order Request for WiFi/Ethernet
• Software Purchase Review - Faculty/Staff only - Request a review of a new software or service for a group of individuals.  The form is not for purchasing single, one-off software, assistance installing software or troubleshooting software.  Please select Support Request category for these requests.

Your account

Once signed into your account, you can view your activities, profile, search the knowledge base center or submit a request.

To view your Activities, profile or to sign out:

1. Click the down arrow to the right of your name located in the upper right corner of the ITSSC window.
2. Make a selection.

My activities

The “My activities” page allows you to view and modify all your current and past requests.

[IT Services and Support Center Requests page showing My Request and the solved button selected]

My profile

Your name, phone and email are set automatically. You cannot change them.

Sign out

1. Click the drop down arrow to the right of your name and choose “Sign out”

Unable to Submit a Request

1. Please contact the Help Desk email: helpdesk@rpi.edu or 518.276.7777
2. Refer to this page for current hours of operation: http://support.rpi.edu

Searching

Search Bar

Type a single word, multiple words or add “quotes” for an exact phrase. Use these methods for searching and then press Enter to view complete results.

Single word example: printing

Multiple words example: printing plotting

Exact phrase example: “printing charges”

1. Click once to open an article that appears under the “Search results”

Category Search

Categories are the buttons that appear as you scroll down the ITSSC page.

 (Diagram of three words describing Category as top-level organizing containers, Sections as collections of related articles and Articles as written work on a specif topic)

1. Click once on a Category button to view the Sections.

 (Arrows pointing showing examples of what is a category, section and article)

2. Click once to open an Article.

Promoted articles and Recent activity

Scroll to the bottom of the ITSSC page to view the Promoted articles (articles that are search on most often) and Recent articles (most recently searched articles).   

[Recent activity screen showing one promoted article and four articles]

 Last Reviewed: 01-Nov-2019