Information and Digital Technologies (IDT)
Priority Guidelines

Emergency Requests to the InfoSys Service Desk should be done via Phone Calls
Non-Emergency Request can be done via Web, Email, FAX, or departmental Mail

• 4 or more Classroom workstations are having problems
  
• All Print Stations for any one public area (REF_SERV, MEDIA CENTER or CPMC) are down
  
• An entire cluster of Public workstations or entire Division is down or has no network access
  
• CIRCUIT is down or inaccessible
  
• ECR server/Scanstation for ECR is down
  
• Instructor/Presentation computers in LA-76 or 78 / LL-430 or 431 / LA-4450 are not working properly and class is in session
  
• Presentation Rooms (LA-76 or 78 / LL-430 or 431 / LA-4450) Projection light bulb is burned out
  
• INFODOME/LFOLKS is down
  
• OCLC is exporting, PAC is not receiving
  
• PAC is down or NOT in Real Time
  
• TWIG is down and Public logins are not working
  
• ARWEN is down
  
• Personal PC or printer is having a problem and is used
  by Connie Dowell
  by Mike Perkins (for a Collection/Singer Deadline) is having a problem
  by Joan Shelby/Lisa Peters (for a Payroll Deadline) is having a problem

• ROHAN/MORIA is down
  
• WEBPAC is down but PAC is OK (e.g. webserver crashed)
  
• WWW-ROHAN / NEWS-ROHAN is down
  

• 1 Print Station is down
  
• 3 Classroom workstations are having problems
  
• Can't reach any databases beyond the Library Network
  
• ILL CLIO system is having problems
  
• ILLIAD system is having problems
  
• Label printers (Check-in or Book Proc)
  
• OCLC connections are down
  
• PAC access has been lost in a single area (e.g. RBR, REF_SERV, etc), but is still accessible elsewhere
  
• Personal PC or printer is having a problem and is used
  by Library personnel jointly (i.e. Ref. Desk)
  by Maureen Dotson (Copy Services)
  for a Grant Deadline
  for meeting a production deadline to serve patrons or a public service (i.e. Plotter, Classroom scheduling)

• Virus infection
  

• 1 or 2 Classroom workstation(s) having problems
  
• 1 PAC workstation having problems
  
• 1 Public workstation having problems
  
• A Public MAC or PC workstation in Media Center is having problems
  
• All other Personal PCs or printers (non-deadline involvement) having problems
  
• All other applicable requests not covered above