Requesting Support - Department of Earth, Atmospheric, and Planetary Sciences - Purdue University

Requesting Support

All technology support questions and service requests can be requested by

Call Purdue Science IT Help Desk at 765.494.4488

Email Purdue Science IT - sciencehelp@purdue.edu

Create a Ticket - http://www.science.purdue.edu/scienceit/ticket.php

Ticket Request Process:

When a message is sent to this address a ticket is automatically generated in the College of Science's ticketing system called 'RT'. This helps us track the status and assign the appropriate staff member to respond. In addition, a copy of the e-mail is sent to the entire technology staff. This alerts the entire staff that there is a new question or request needing attention. Following this process ensures you will receive the quickest response and highest level of service.

Please be aware that you will receive automated e-mails from RT when you send a request and when your request is closed. When you receive the 'closed' e-mail you will have the option to confirm that the question or request is resolved or reopen the ticket. If you respond to the message, it will re-open your case.

If you need to follow-up regarding an existing question or request, please make sure you include the RT ticket number in the subject line of your follow-up e-mail. This ensures that the information is added to the original ticket. Otherwise, a new ticket is generated for each follow-up. Your RT ticket number can be found in the automated e-mail you received when you submitted the question or request.

Please note: Service requests should contain as much detail as possible.

Examples of helpful information:

  • Machine name
  • Time and date problem occurred
  • Person logged in when problem was identified
  • Specific error codes or messages
  • Software package and version
  • Task trying to be completed when problem occurred

Self Help Resources

Science Wiki - http://science.purdue.edu/sciencehelp

Remote Support

Remote Support Download: Windows

Remote Support Download: MAC

Remote Support Download: Linux

Technology Support Team Members

Earth, Atmospheric, and Planetary Sciences, 550 Stadium Mall Drive, West Lafayette, IN 47907 • Phone: (765) 494-3258 • Fax: (765) 496-1210 • Contact Us

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