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CSM Computing & Networking: Central Computing Support Request Help

Requesting Computer Support

Please provide the following information when requesting support:

  1. Your name.
  2. Your email address.
  3. Your CSM (slate or email) user name.
  4. A subject (a short description of your request).
  5. A detailed description of the problem or request.

The detailed description should provide enough information for the support staff to begin working on your problem or request without further delay.


Establishing the history of a problem

Use this section to think about a problem, especially if it used to work correctly.

  1. Information about the system or computer on which you are experiencing problems. (For example: Slate, CSM Webmail, a specific computer in the computer labs)
  2. Software program causing problems?
  3. When did it first happen?
  4. Does it always do it?
  5. Can you recreate it?
  6. What were you doing when it happened?
  7. Did it ever work correctly?
  8. What were you doing when it worked correctly?
  9. Has anything recently changed?
  10. If the problem is on your personal computer, have you installed anything new? Service packs, upgrades, software, shares, printers, etc?

When you have a problem in the computing labs

Use this section to think about the problem and how to formulate your report.

  1. Is the problem related to your course work? If so, the best place to start is with your Instructor or TA. Student Peer Consultants maybe able to assist you with questions that do not require knowledge of the course work.
  2. The following three questions may help to establish the scope of the problem.
    1. Is the problem with a specific machine? (The problem does not follow you if you move to a different machine.)
    2. Is the problem associated with your user name? (The problem effects you but is not experienced by other users.)
    3. Is the problem with the software build? (The problem is experienced by all users on all (or many) machines.)
  3. If a problem has an association with a machine (or group of machines or a lab), identify the machine's location by building and room number and the machine's name.
  4. Be specific about what software is involved. For example, some machines have GNU c++ (gcc), Visual C++, and NAG c installed. If your problem concerns c you need to specify which c compiler you are using.
  5. Make sure that you have identified yourself including your user name. This is essential if you are using a non Mines' email address.

Responding to automated email messages

Use this section to request clarification of an automated email message you have received which originated within Academic Computing and Networking. Please remember that these messages are not generated to frustrate and anoy you. If we have failed to make the situation clear to you, it is our failing. Please ask for clarification.

  1. Is it clear which system is being referenced? Is the message referring to Slate, the CSMCC PC domain, or another system?
  2. If files are referenced in the email, can you identify where they exist?
  3. Include a copy of the email which you received, including the email headers. This may require that you forware the email instead of replying to it.
  4. Explain what is not clear to you or why you think it does not apply.
  5. Ask what (additional) action (if any) needs to be taken on your part.
  6. When the situation is explained to your satisfaction, please tells how we could have better phrased the automated email or what additional information would have been of benefit to you.

Reporting that something is broken

Use this section to report that something is broken that used to work correctly.

  1. Exact text of error message (if any).
  2. Make and model of computer.
  3. Operating system and version (e.g., Windows 2000 Professional, Mac System 7.5.3).
  4. Do you have a current backup of the system or your data?
  5. Do you have the original CDs for your installed software?
  6. Exact location of system: building and room number.
  7. How you can be reached: email and/or phone.
  8. What is your availability schedule.

Questions and comments -- open a ticket at the Mines Help Center
Thursday, 13-Sep-2007 09:48:23 MDT