Student Auxiliary Enterprises Support Services

A Guide to Requesting Support

 

Please follow the instructions on how to place a help request for the common IT desktop support categories and some guidance on how to get help. 

We review and respond to IT Desktop support requests according to the schedule below, and on a first-come-first-served-basis.  From time to time, we have to prioritize a support issue if its impact on the organization requires a quick resolution. 

  • Monday - Friday 8 AM to 5 PM
  • Saturday - Closed
  • Sunday - Closed

Who can place a support request?  Any ASI or Beach Shops staff member can place a request.  However, some requests require authorization from a supervisor or division director.  If this is the case, we will put the request on hold until the proper authorization is acquired.

 

Ticket Subject: Informative but very brief Description of Request (below 50 characters)

Example of a good subject: [DUE 7/1/2021] Remove Inventory Warehouse Setup

Ticket Description:

Please provide as much detail as possible, including the following:

  • What: detailed nature of your request
  • Where: location, or PC tag# and user name
  • When: date and time your request needs to be fulfilled
  • Why: an explanation and purpose of why you are making this request
  • Provide screenshots and attachments to further clarify your request

Please use this template to place a ticket when a staff member's computing needs changes due to hiring, a job change, or separation.  Computing resources include access to

  • Laptop/Desktop
  • Desktop Applications
  • Web Apps
  • Access to Budget System
  • Facilities Maintenance
  • Shared drive directories
  • Printers
  • Phone [cell, landline, etc.]
  • Systems (such as Transact, Instant ID)
  • Surveillance Cameras
  • Campus VPN (if student account).
  • Special Needs

The requestor must be authorized (usually a manager or a division director).

Please note that email accounts are provisioned by HR, and access to shared email accounts are requested via a separated type of ticket listed under the Shared Email Support category.

 

Ticket Subject: [DUE mm/dd/yy] [New Hire/Separation/Job Change] Firstname Lastname Access Request

Example of the subject: [DUE 7/1/22] New Hire John Doe Access Request

Ticket Description:

  • User's Full Name:
  • User Email Address:
  • Campus ID:
  • Hiring Manager
  • Location
  • Date of [Hire/Job Change/Separation]

List systems, resources, and applications and the reason the employee needs access (please be specific).

 

List of shared accounts and their respective owners

 

 

Submit an IT desktop support request ticket with the following text.  Please copy-past the text below and modify it for your particular request.  Deviations from the text template below will delay your request.

Ticket Subject: FNS-SharedAccountName@CSULB.edu Access List Addition


Ticket Description:
                Add the following individuals to the shared account FNS-SharedAccountName@CSULB.edu


                FirstName.LastName@CSULB.edu, Full Access = Yes, Send As Permission = Yes
                FirstName.LastName@CSULB.edu, Full Access = Yes, Send As Permission = Yes
                FirstName.LastName@CSULB.edu, Full Access = Yes, Send As Permission = Yes

Submit an IT desktop support request ticket with the following text.  Please copy-past the text below and modify it for your particular request.  Deviations from the text template below will delay your request.

Ticket Subject: FNS-SharedAccountName@CSULB.edu Access List Remove Staff

Ticket Description:
                Remove the following individuals from the shared account FNS-SharedAccountName@CSULB.edu


                FirstName.LastName@CSULB.edu
                FirstName.LastName@CSULB.edu
                FirstName.LastName@CSULB.edu

Submit an IT desktop support request ticket with the following text.  Please copy-past the text below and modify it for your particular request.  Deviations from the text template below will delay your request.

Ticket Subject: FNS-SharedAccountName@CSULB.edu request for current access list

Ticket Description:
            Please provide the current list of individuals who have access to the shared email account FNS-SharedAccountName@CSULB.edu

Since these tickets are sent diectly to ITS, please do not use the links listed under 'Request Support' on this page.  Instead, log onto sso.csulb.edu and follow the instructions below.

  1. Log onto: sso.csulb.edu
  2. Click: IT Help
  3. Click: Open a ticket
  4. Choose: Service Request

Ticket Subject:
Request for Repair of FIRST_&_LAST_NAME's Account

Ticket Description:
FIRST_&_LAST_NAME (campus ID #########) is now a 49er Shops staff member. Since FIRST_NAME has had student status in the past, an Exchange account was not auto provisioned after MIM was updated. Please convert this account to an @CSULB.edu staff account.

FIRST_&_LAST_NAME's student account can be deleted as FIRST_NAME has provided consent.

Thank you.

 

 

Please follow the instructions below to place a help request for the common IT web technical support. 

Many of the common web requests are content related, and would fall under the Web Comm Content request category below.  Below is a list of common web technical support categories.

  • Monday - Friday 8 AM to 5 PM
  • Saturday - Closed
  • Sunday - Closed

Who can place a support request?  Any Beach Shops staff member can place a request.  However, some requests require authorization from a supervisor or division director.  If this is the case, we will put the request on hold until the proper authorization is acquired.

Most web technical support requests fall into one of the following categories.  Please note that if your request involves content creation, you should begin working with the Communications team first.

  • Domain Name requests and URL forwarding
  • Any NBC e-Commerce website related technical or content request
  • Adding and removing images from the carousel on the main landing page: authorization from the Communications team to add your image to the carousel schedule is required)
  • Modification of structure of web pages for items such as menus, content blocks, etcetera: Communications team authorization required
  • Accessibility issues: while content editors attend to most accessibility protocols, from time to time, they need support with issues that they cannot resolve; web technical support will either help resolve these issues or escalate them, to someone on campus for further review
  • FileMaker database support: the IT Desktop support staff install and configure the FileMaker application on computers; however, issues with individual databases, database development, and the FileMaker server is handled by the web team
  • FNS identity management feed (MIM) issues: most of this functionality is automated, but technical issues arise periodically
 

Ticket Subject: Informative but very brief Description of Request (below 50 characters)

Example of a good subject: [DUE 7/1/21] Remove Rental Returns Carousel Image

Ticket Description:

Please provide as much detail as possible, including the following:

  • What: detailed nature of your request
  • Where: include the URL of the page in the URL field (not including the URL can delay your request)
  • When: date and time your request needs to be fulfilled
  • Why: an explanation and purpose of why you are making this request
  • Provide screenshots and attachments to further clarify your request
  • Many web related requests need authorization from the Communications team; please discuss your request with your superevisor or division director and receive appropriate authorization from the Communication team prior to placing a request

 

 

Please follow the instructions on how to place a help request for the common Web Content and Communications support categories and some guidance on how to get help. 

Generally Web Content and Communications requests have to be approved by the Communications team before a request is submitted. Please contact the Beach Shops Communications Department for further details. We are available during business hours.

Who can place a support request?  All orders will need to be submitted via departmental managers who will have the authority to make a request along with having the details needed to complete this request.  Some requests require authorization from a division director.  If this is the case, we will put the request on hold until the proper authorization is acquired.

 

Communication Requests can be made for the following items:

  • Graphics Images
  • Business Cards
  • Flyers, Posters or Banners
  • Postcards or Table Tents
  • Social Media Posts
  • Enplug Screens
  • Newspaper Ads
  • Web Images or Web Banners
  • Photography

All requests made must be submitted with a completed Communications and Graphics Request Form below.

Please attach this form to a TeamDynamix ticket to submit your request.

Please be aware that the more detailed information included on this form, the sooner the project can be completed.