If you already didn’t know, I was the one in class that said I worked for ITS in class today. I wanted to just let you know about a few issues if people are having trouble with people.ucsc.edu, and maybe you can put this as a quick note in the class for Thursday.
n Anytime a student submits a ticket into ITRequest, it should take 1-2 business days for someone to respond to the ticket. The Help Desk gets a bulk of tickets from both staff/faculty and students, and the ticket a student submits may not be answered within the first day it was submitted, depending on when we receive the ticket and what the problem is.
n If a technician does not respond within that 1-2 business day period, then they should call the ITS Help Desk (459-4357) or visit the Help Desk in person in Kerr Hall, Room 54.
n It may take up to 5 business days to resolve the issue, depending on the priority of said ticket. But the problem should be resolved by then, and if not then a visit in person to the Help Desk is definitely necessary.
n If anyone needs me to setup or write ticket for an issue they’re having (pertaining to this class), I will make myself available after lecture class to be able to set up a ticket for them and/or forward it to the right people. However, I cannot escalate the priority level of tickets without proper cause, I can only just refresh and notify the correct people that can fix the problem.
Also, if you know how to navigate using unix commands and a command line interface, another student has shared his recipe for fixing permissions issues. Comment here and I will post that, but, if you don’t know what unix commands are, please don’t try it at home…
