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Information and Digital Technologies (IDT)
Problem Category/Sub Categories

Quick Index
Eval/Purchase | Facilities | Hardware | Information | Library Other | Library Services | Library Software | Network Access | Networked Printing | Programming | Reservations | Special Projects | Training |

InfoSys Service Requests
Problem Category
Names and
Associated Sub
Categories 		Definition of Problem Sub Categories and associated Type, Action, OS, and/or Option
A. Accounts Action: Add, Delete, Modify
A. EMAIL Related to Faculty/Staff Email Validation (i.e. account and password) services that are kept on UNIX servers. Note: Provided for Library customers only.
A. Mail List Related to a managed mail list on a supported server. Note: Provided for Library customers only.
A. Remote Access Related to Faculty/Staff remote access services (i.e., TACACS) that are handled by UNIX servers. Note: Provided for Library customers only.
A. Security Related to security measures taken on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
A. Servers/Validation Related to Login Validation (i.e. account and password) services on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
A. Systems Admin Related to Directories and User Rights on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
B. Eval/Purchase

Return to Index		 Action: Research, Test, Buy
B. Computer System Related to a workstation or server system (even if it is just a CPU). Note: "Buy" Action is provided for Library customers only.
B. Computing Service/Contract Related to a computing service (new or upgrade - i.e. ECR/ERES, Ezproxy, Printer Repair Depot) or contract. Note: "Buy" Action is provided for Library customers only.
B. Parts/Upgrade Related to like or upgraded replacement parts that do not constitute one complete workstation or server system. Note: "Buy" Action is provided for Library customers only.
B. Peripheral Related to an add-on (new or upgrade) to a complete workstation or server system (i.e. printer, Raid array, projection system. Note: "Buy" Action is provided for Library customers only.
B. Software Package Related to a computer software package (new or upgrade). Note: "Buy" Action is provided for Library customers only. Note: "Buy" Action is provided for Library customers only.
C. Facilities

Return to Index		 Type: Combo, Hardware, Software, Network
Action: Install, Repair, Upgrade
OS: MAC, UNIX, WIN, NETWARE, NT
C. BATS Classroom Related to a BATS classroom (PC and MAC COLAs in the SCC) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). Note: Provided for supported customers. Be sure the SR indicates which room.
C. Multimedia Lab Related to a multimedia lab. None at the present.
C. Presentation Room Related to a presentation room (i.e. LL-430, LL-431, LA-4450) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). See Problem Category - Reservations. Note: Provided for supported customers. Be sure the SR indicates which room.
C. Smart Classroom Related to a Smart classroom (i.e. LA-76, LA-78) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). Note:Provided for supported customers. Be sure the SR indicates which room.
D. Hardware

Return to Index		 Action: Install, Move, Remove, Repair, Upgrade
OS: MAC, UNIX, WIN
D. Board/Card/Etc Related to an internal board or card, RAM fan, power supply. Note: Provided for supported customers.
D. CPU Related to a CPU only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. External Drive Related to any type of external Drive. Note:Provided for supported customers.
D. Input device Related to an Input Device only (i.e. mouse, keyboard, or tablet) being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Internal Drive Related to an Internal Drive only (i.e. hard, tape, or CD/DVD drive) being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Monitor Related to a Monitor only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Printer Related to a Printer only being installed new, moved to a new location, or needing repairs; that can't be seen by its assigned owner(s) software and needs to be reconfigured. Note:Provided for supported customers.
D. Scanner Related to a Scanner only being installed new or moved to a new location. Note:Provided for supported customers.
D. Workstation System Related to a computer system as a Workstation or involving more than one Hardware subcategory for the computer system being installed new or moved to a new location. Note:Provided for supported customers.
D. UPS/Power Supply Related to a UPS/Power Supply only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
E. Information

Return to Index		 Action: Create, Change, Research
Option: Dept, Vendor
E. Handout Related to a document being created, changed, or researched for ultimate hardcopy distribution to the campus or our customers. Note: Provided for supported customers.
E. HTML/PDF Development Related to a document being created, changed, or researched for ultimate web distribution to the campus or our customers. Note:Provided for supported customers.
E. Internal Document Related to an internal document describing an operational procedure being created or changed for distribution to our unit or department. Note: Provided for Library customers only.
E. Inventory Related to a document for individual or group hardware or software inventory review/projects being created or changed for distribution to our unit, department, campus, or vendor. Note: Provided for Library customers only.
E. News News releases related to computing services for use outside of Department/College. Note: Provided for supported customers.
E. Question/Referral Responses to directional, operational, or technology questions. Note: Provided for supported customers.
F. Library Other

Return to Index
F. Backup - DAT Tape All provided tape backup services for a DAT tape/drive. Note: Provided for supported customers.
F. Backup - Other Services All provided other tape backup services. Note: Provided for supported customers.
F. CD-ROM Copy Related to providing assistance to our customer's using the CD-ROM burner in LL-453 or providing CD-ROM burning services to our customers. Note: Provided for supported customers.
F. Cleaning - Hardware Related to providing inside cleaning of workstations, printers, and other standalone hardware. Note: Provided for supported customers.
F. Digital/Scanning Services Related to providing photo/graphic/text files via digital camera or scanning methods or assisting our customers doing the same. Note: Provided for supported customers.
F. Laptop Checkout Related to providing temporary equipment loans. Note: Provided for Library Faculty/Staff customers only. See Laptop Checkout Procedures for additional guidelines/restrictions.
G. Library Services

Return to Index		 Action: Install, Remove, Repair, Configuration
G. ARIEL/CLIO

G. ARIEL/PROSPERO

 Related to the ARIEL scanning system being installed new, removed from service, or needing repair; CLIO scanning software ( [Note: old software was SAVIT]) being installed new, removed from service, or needing reconfiguration to be used. Prospero handles article delivery service on the web. Note: Provided for Library customers only.
G. DB/MENU Service Related to database or menued services on a file server or campus mainframe. Note: Provided for supported customers.
G. ECR Client/Server

G. ECR Public Use

 Related to the public ECR stations or access to the ECR server. Note: Provided for Library customers only.
G. ECR Printing

G. ECR Scanning

 Related to ECR printing or scanning (match Sub Category to problem). Note: Provided for Library customers only.
G. InfoDome Service Related to accessing or displaying the InfoDome server or services (production version). Note: Provided for Library customers only.
G. Lfolks Service Related to accessing or displaying the Lfolks server or services (production version). Note: Provided for Library customers only.
G. OCLC Related to OCLC services and use of the OCLC Export printers when software needs to be installed, remove, or reconfigured. Note: Provided for Library customers only.
G. PAC System/Controller Related to the PAC1 or PAC2 server, or the connecting Controller when the hardware or software needs to be installed, removed, repaired or reconfigured. See Network Access - PACnet for cabling hardware problems. Note: Provided for Library customers only.
G. PAC Terminal Server Related to a Public Terminal Server when the software needs to be installed, removed, or reconfigured. Note: Provided for Library customers only.
G. PAC-Pub Login Related to PAC Public Logins Terminalsthat need to be installed, removed, or repaired (i.e. replaced). See Network Access - PACnet for cabling hardware problems. Note: Provided for Library customers only.
G. PAC-Tech Login Related to PAC Technical Logins Terminals that need to be installed, removed, or repaired (i.e. replaced). See Network Access - PACnet for cabling hardware problems. Note: Provided for Library customers only.
G. Web Transfer Related to providing InfoDome InfoSys Webmaster services (i.e. email, file transfers, conversions, etc.). Note: Provided for Library customers only.
G. Web PAC Related to providing Web PAC services (i.e. Web PAC is down). Note: Provided for Library customers only.
H. Library Software

Return to Index		 Action: Install, Remove, Repair, Upgrade
OS: MAC, UNIX, WIN
H. Acrobat Reader Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Acrobat Reader on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Adastra/Meeting Maker Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Adastra or Meeting Maker on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Client32 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Client32 on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Dreamweaver Related to Dreamweaver software. Note: Provided for supported customers.
H. Eudora Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Eudora on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Fetch Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Fetch on a MAC workstation.Note: Provided for supported customers.
H. FileMaker Pro Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to FileMaker Pro on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Firefox/Netscape/Mozilla Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Firefox/Netscape/Mozilla broswers on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Illiad Related to Illiad software. Note: Provided for supported customers.
H. Internet Explorer Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Internet Explorer browsers on a WIN workstation. Note: Provided for supported customers.
H. McAfee VirusScan/Virex Related to providing installation, configuration (i.e. error message problems), removal or upgrades (including upgrade of virus definition files, initial scanning for viral infection, and cleaning media to eradicate existing viral infection) to McAfee VirusScan/Virex on either a WIN or MAC workstation.Note: Provided for supported customers.
H. Millennium Modules Related to Millennium Modules installation/usage. Note: Provided for supported customers.
H. MS Access

H. MS Excel

H. MS PowerPoint

H. MS Word

 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to an individual package of MS Office (match subcategory as needed) on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Office 2000/2003 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Office 2000 or 2003 on a WIN workstation. Note: Provided for supported customers.
H. Office 2001/2004 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Office 2001 or 2004 on a MAC workstation. Note: Provided for supported customers.
H. Oracle Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to ORACLE on a WIN workstation. Note: Provided for supported customers.
H. Other package Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to a software package on a WIN or on a MAC workstation not found among the choices for Sub-Category.Note: Provided for supported customers.
H. OCLC Connexion Related to providing installation, configuration removal, or upgrades to OCLC Connexion on a WIN workstation. Note: Provided for supported customers.
H. OCLC Passport Related to providing installation, configuration removal, or upgrades to OCLC Passport on a WIN workstation. Note: Provided for supported customers.
H. RealPlayer Related to RealPlayer. Note: Provided for supported customers.
H. Stuffit Expander Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Stuffit Expander on a MAC workstation. Note: Provided for supported customers.
H. System - Image Ghosting Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system on a workstation via an Image Ghosting process. Note: Provided for supported customers.
H. System - MAC OS Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system on a MAC workstation. Note: Provided for supported customers.
H. Terra Term Pro Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Terra Term Pro on a WIN workstation. Note: Provided for supported customers.
H. Windows NT/2000

H. Windows XP

 Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system NT/2000 or XP on a WIN, workstation. Note: Provided for supported customers.
H. WinZip Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to WinZip on a WIN workstation. Note: Provided for supported customers.
H. WS_FTP Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to WS_FTP on a WIN workstation Note: Provided for supported customers.
H. XP Admin-Install Related to an XP Admin-Install. Note: Provided for supported customers.
I. Network Access

Return to Index		 Action: Install, Move, Repair, Remove
I. Cabling Related cabling to the wall for network access. Note: Provided for Library customers only.
I. Data Connection Related to a Data connection for network access that needs to be installed, moved, repaired or removed. Note: Provided for Library customers only. If there is no jack outlet for the Library customer, this will involve Bea Briggs.
I. Modem Related to a Modem for network access. Note: Provided for supported customers.
I. Network Card Related to a Network Card for network access that needs to be installed, moved, repaired or removed. Note: Provided for supported customers.
I. Network Software Related to Client/Server software (including DHCP/Bootp) for network access that needs to be installed, repaired or removed.Note: Provided for supported customers.
I. PACnet Related to PACnet cabling access that needs to be installed, moved, repaired or removed. Note: Provided for Library customers only.
J. Networked Printing

Return to Index		 Action: Install, Repair, Configuration
Option: Paid, Free
J. Netport Related to a Netport.(device driver). Note: Provided for Library customers (including SCC use) only.
J. Networked Printer Related to a networked printer that needs to be installed or repaired. Use FREE as the Option when the networked printer is NOT in a public area. Note: Provided for supported customers.
J. Pqueue Related to a networked printer queue's configuration for print jobs that needs to be installed or reconfigured. BAM Printing problems should use these choices. Note: Provided for supported customers.
J. Pserver Station Related to a networked print station that needs to be installed, repaired, or reconfigured (i.e. Not recognizing the card messages, Won't acknowledge Print request, Terminal ID doesn't appear). Note: Provided for supported customers.
J. Wedge Related to a Wedge that needs to be installed, repaired, or reconfigured. Note: Provided for supported customers.
K. Programming

Return to Index		 Type: Software
Action: Development, Install, Upgrade
OS: MAC, UNIX, WIN
K. Circ Services Devel Related to programming needs in support of Circulation Services (i.e. patron file, PAC formatting of data, etc). Note: Provided for Library customers only.
K. DB/Menu Services Devel Related to programming needs in support of creating/maintaining Cold Fusion, Oracle, and MS Access databases or menued services; includes upgrading database engines. Note: Provided for Library customers only.
K. InfoDome Devel Related to programming needs in support of the LibraryÕs internet web site. Note: Provided for Library customers only.
K. Lfolks Devel Related to programming needs in support of the LibraryÕs intranet web site.Note: Provided for Library customers only.
K. SCC Services Devel Related to programming needs in support of the SCCÕs automated services (i.e. room scheduling, timecards, etc). Note: Provided for Library customers only.
K. Server Apps Devel Related to programming needs in support of the testing and feasibility studies of server application prototypes. Note: Provided for Library customers only.
L. Reservations

Return to Index		 Type: Room, Room/Instructor
L. Presentation Room Related to a presentation room (i.e. LL-430, LL-431, LA-4450) where a reservation/orientation request (or providing an Instructor may be involved) is involved. The problem description should begin with " Please verify that everything this reservation needs is working for the following event:" and end with an edited version of the email message from RMRESERV. Edit out those items the users doesn't need or gave an answer to. See Problem Category - Facilities for other SRs. Note: Provided for supported customers.
L. Smart Classroom Related to a computer lab (i.e. LA-76, LA-78) where a reservation/orientation request (or providing an Instructor may be involved) is involved. The problem description should begin with " Please verify that everything this reservation needs is working for the following event:" and end with an edited version of the email message from Instructional Services. See Problem Category - Facilities for other SRs. Note: Provided for supported customers.
M. Special Projects

Return to Index
Related to services provided by InfoSys personnel that do not fit other categories. Note: Provided for supported customers.
N. Training

Return to Index		 Action: Development, Usage
Option: Faculty, Staff, Student, Combo
N. CBT Related to providing services for the development/usage of Computer Based Training. Note: Provided for supported customers.
N. Coaching Related to providing services for the development/usage of hands-on or presentation only training in a One-on-One setting. Note: Provided for Library customers only.
N. Group Related to providing services for the development/usage of hands-on or presentation only training in a Group setting.. Note: Provided for supported customers.
N. Web Related to providing services for the development/usage of Web Based Training.Note: Provided for supported customers.

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This page http://lfolks.sdsu.edu/ist/pcatsub.shtml was last updated March 3, 2008 and is maintained by Carol Phillips (phillips@rohan.sdsu.edu).

This page last refreshed Thursday July 24, 2008 18:29 PDT