Where do I go for HELP?

There is a wide variety of technology on campus and knowing who to call when you have problems can sometimes be confusing. We have compiled this guide as a way to help direct you to the proper people. Please try to stay within this framework as that we have established an internal system of call escalation designed to build the skills of those on the front lines of support and free those in operations to do their regular jobs. This only works if we have everyone's cooperation.

You can now log support requests and review the status of all of your open incidents online. Just go to support.drew.edu, Drew's technology support portal.

• Telephones - Contact the Telecommunications Office at x3333.
  
• Media Equipment & Cable TV Programming (projectors, VCRs, overheads, etc.) - Contact the MRC at x3342.
  
• Cable TV Reception - Contact the Telecommunications Office at x3333.
  
• Computer (supported Drew-issued computers/printers only):
  
  • Is your problem related to a non-functioning computer?
    • Yes - If your problem is with non-functioning computer equipment due to either software conflicts or harware failure you should consult with the CNS Helpdesk at x3205 or via instant messaging. They will be able to diagnose the problem and if neccessary escalate the problem to the Hardware Support Specialist. Before calling or briging your computer down make sure you have all of the neccesary information and components by using this checklist. Information on any intaken computers can be accessed online at support.drew.edu.
    • No - Proceed to the next question.
      
  • Is your problem related to a password?
    • Yes (Network or Campusweb)
      • uLogin (Novell Client, email, iChain, etc.) - Students, Faculty, and Staff can bring their ID to the CNS Helpdesk and have your password or grace logins reset.
      • CampusWeb - As of 20 October 2003, CampusWeb is now behind our iChain services infrastructure and uses your uLogin password to login. See the above if you are having problems logging in.
    • No - Proceed to the next question
      
  • Is your problem related to a Drew Supported piece of software or Network/Internet access?
    • Yes
    • AIMS, CampusWeb, HostAccess, MVQuery - Consult with Administrative Computing. (x3122)
    • All Others - Call (x3205), visit or IM the CNS Helpdesk, or for informal support, post your question to the Technology discussion forum at the Drew Community site. Known network issues are also listed here.
    • No - Proceed to the next question.
      
  • Is this special software for an academic course?
  • Yes
    • Student - Consult your instructor. Instructors are responsible for the how-to side of software selected for courses, or for informal support, post your question to the Technology discussion forum at the Drew Community site.
    • Instructor - Consult with the Faculty Lab (x3942).
  • No
    • AIMS, CampusWeb, HostAccess, MVQuery - Consult with Administrative Computing. (x3122)
    • Other - For informal and unofficial support on unsupported hardware and software, try posting your question to the Technology discussion forum at the Drew Community site. Otherwise, you should contact the software vendor directly through their web site or through their support number.
      
• Computer/Network Training (not support)
  • Students - Contact the Student Technology Education Lab (STEL) at x3003.
  • Staff - Contact the Staff Lab at x3043.
  • CLA/Graduate/Theo Faculty - Contact the Faculty Lab at x3942..