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IT News
Beginning Monday, April 4th, the Department of Pathology will begin using the Technical Support Center (TSC) for their primary computer support. The TSC is staffed 24 hours per day / 7 days per week. The department will continue to have the local support staff who will work in collaboration with the TSC to provide computer support. The SysAid ticket application currently being used for computer support will be decommissioned but all tickets which are in the system will be addressed.
Support Request Procedure
When you have a support request please call 265-0526 and be prepared to provide your UFID, Gatorlink name, and computer name. Your computer name can be found on the bottom right corner of your screen or on a sticker on the CPU. Your TSC analyst will make every effort to resolve your issue while they have you on the phone. They may ask to remote into your PC for troubleshooting purposes which must be approved by you prior to starting the session. Before starting a remote session please remember to close any application which may contain PHI or other sensitive information.
If the Support Center is unable to resolve the issue while they have you on the phone, they will create an incident ticket which is then assigned to the appropriate group. If the incident is considered a work stoppage the appropriate group will be paged and respond as quickly as possible.
A work stoppage is defined as:
- has no work around
- is preventing you or your department from working
- is negatively impacting patient care or critical unit application
Most routine requests are resolved within a few days. You can monitor the status of your ticket at the Self Service Portal. You will need to use your Gatorlink name and password to enter the Service Portal. When the problem is resolved to your satisfaction you can close the ticket. If you do nothing after the ticket is resolved the system will close the incident in 5 days.
Self-Submitted Tickets
You can use the Service Portal to submit routine work requests. Please ensure that you include complete contact information and a description of the problem so that the ticket can be routed to the appropriate support group. You should not use self-submitted tickets for a work stoppage or high priority request - these should be done by calling the TSC.
Escalation Process
If you have a routine priority ticket which has become a work stoppage please call the TSC and request that it be escalated. If an incident has not been resolved to your satisfaction you can un-resolve the ticket through the Service Portal or by calling the TSC. The incident will be re-opened and the analyst assigned to the ticket will then be in contact with you. All escalated or re-opened tickets are monitored by management to ensure they are resolved as quickly as possible. You can also request to speak with TSC management on any issue regarding a ticket.
If you have any questions regarding this new support process please contact the Technical Support Center at 265-0526 or you can email Rick Anthony at rant@ufl.edu.