How to Get Help

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In early December 2025, Cal Poly Solano campus faculty and staff were issued new Cal Poly accounts. Please continue to use your existing Solano account to log in to Solano servers and for Help Desk tickets. The new Cal Poly account can't be used to log in to those systems yet.

NOTE: To avoid login issues, please do not log in to both accounts on the same browser.
Visit the https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3183640581 self-help article to learn more.

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

1 | SELF HELP

2 | SERVICE DESK

3 | GENERAL HELP TICKET

4 | ITS SERVICES

5 | PROJECT REQUEST

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

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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:

Wi-fi (eduroam & CP-IoT-Secure)
Passwords
Account Access
Printing
Software Installation
Computer Consultation
Classroom A/V
Email
Cloud Storage & Sharing (OneDrive & Sharepoint)

…and much more!

Need Self Help on the go?

All Self Help articles can be accessed on your mobile phone and saved as PDFs for easy sharing or printing out.

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When Should I Contact the Service Desk?

The Service Desk offers walk-in and phone support to the Cal Poly community. Whether you're a student, emeritus, faculty, or staff member, we're here to answer your questions—or guide you to the team that can assist you.

What Type of Support Can I Expect?

We operate on a first-come, first-served basis and aim to resolve as many issues as possible during your initial visit. While we’re trained in a broad range of university systems and services, deeper technical issues—especially those requiring a visit to your desk or workstation—are routed to the Client Services team for additional support.

Service Desk employees are not able to provide in-person support at your workstation. For on-site assistance, requesting a Technology Consultation with the Client Services team is your best resource.

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

PolyCard
Tech Rentals
Wifi
Passwords
Account access
Software Installation
Computer Consultation
Email & Calendar
Cloud Storage & Sharing

…and much more!

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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