ITS offers four channels of support for Students, Faculty, and Staff at Cal Poly:

1. SELF HELP

2. GENERAL HELP TICKET

3. ITS SERVICES

4. PROJECT REQUEST

Let’s take a closer look to determine which type of help you should request…

1. SELF HELP

When Should I Search Self Help for Available How-To/Instructions?

ITS offers a wide collection of useful self-help/how-to articles available as a first reference point for the majority of campus technology needs for teaching, learning, and office workflows. It would be a best practice to check the Self Help site before submitting a general help ticket

What Type of Articles Can I Expect to Find in Self Help?

The range of support topics offered in Self Help includes (but is not limited to) the following:

Wifi, passwords, account access, printing, software installation, computer consultation, classroom a/v, email, cloud storage & sharing, and much more.

2. GENERAL HELP

When Should I Submit a General Help Ticket?

A General Help Ticket should be used when your technology isn’t working as expected.

What Type of Devices/Instances Qualify for General Help?

If your technology isn’t working as expected, let ITS provide assistance.  Devices that qualify for support are either:

• State-owned Computers or peripherals

• Partner-owned Computers or peripherals

• Devices purchased from the Recommended Computer Models List

• Devices purchased from the Recommended Computer Peripherals List

• A Conference or Meeting Room previously set up or approved by ITS

• ITS Supported AV Technology

• Classroom Technology

ITS SERVICES

When Should I Submit an ITS Service Request?

If you need supplemental help to keep your work moving and get the most out of your tech.

What Types of Services Does ITS Provide?

You can browse a complete glossary of available services by visiting our ITS Services page.

PROJECT REQUEST

When Should I Submit a Project Request?

Submit a Project Request when you need technology support for new, complex, or non-standard work.

When a project request is submitted, you will receive an email where you’ll be able to view and access the request. An ITS representative will then work with you to attain further details.

What Can I Expect When I Request a New Project?

An ITS project request typically involves a technology update, change or new service that requires complex planning and goes beyond the standard service and general help tickets.