IT Request Documentation

What is IT Request?

IT Request is a web-based service designed to support you. It provides an easy way for you to request IT services, to find answers to your IT questions, and helps to resolve your computing problems as quickly as possible.

Using IT Request, you can quickly and easily send an inquiry for help on an IT problem or issue. Your request will go directly to the ITS Support Center where it will be reviewed by an ITS Support Coordinator and followed through to resolution.

IT Request is available to you 24-hours a day and 7 days a week. However, the ITS Support Center is staffed between 8:00 AM and 5:00 PM, Monday through Friday, so a response to your request will come during those hours.

• IT Request Client Manual (PDF, 1.3MB)
  
• IT Request Technicians' Manual (PDF, 2.8MB)
  

Using IT Request you can:

• Send a request to the ITS Support Center for help.
• Track the status of your request.
• Access a history of all of your requests.
• See messages about the status of central IT services such as CruzMail, CruzTime, AIS, FIS and more.
• Look up answers to Frequently Asked Questions regarding IT issues such as “How do I create a mailing list?” How do I request a password for AIS?” “Where can I find information about …”

How Do You Access IT Request?

• Go to itrequest.ucsc.edu.
• You can also go to the ITS home page and click the Help Desk icon; on the following page, click the IT Request link.
• You must know your UCSC ID and password to access the system.

What If You Don't Have or Don't Know if You Have a UCSC ID?

• If you are not sure you have a UCSC ID, you can check the directory page. You can also access the directory by clicking the find it here link on the IT Request sign in page at itrequest.ucsc.edu.
• If you are a faculty member or a staff member without a UCSC ID, contact your department for assistance.
• If are a student and you have questions about your ID, please call the Support Center at (831) 459-HELP (9-4357) between 8:00 AM and 5:00 PM, Monday through Friday.

What If You Forget Your IT Request Password?

If you have changed your password and cannot remember it:

• Click the Forgot Password button on the login page.
• A new password will be emailed to your UCSC email address.

The Default Password Doesn't Work

• Regardless of your status, if the default password doesn't work, click Forgot Password and a temporary password will be emailed to you. If you continue to have problems, call the Support Center at (831) 459-HELP (9-4357) between 8:00 AM and 5:00 PM, Monday through Friday.
• If you are a student who has filed for "Non-Disclosure of Public Information" status, the default password will not work; this protects your privacy. Click the Forgot Password button and a password will be emailed to your UCSC email address.

What Happens To Your Request Once You've Submitted It?

• Support Center staff will review your request and resolve most issues quickly. You will receive an email resolution.
• Support Center staff will escalate issues to the appropriate service provider as necessary (such as Telecom, AIS, FIS, etc.). You will receive an email response and follow-up to ensure your issue is resolved.
• Your service requests (computer set up, printer drivers loaded, software installed) will be completed in five days.
• Problems that effect existing services will usually be resolved in 36 calendar hours.
• You can always track the status of your ticket by logging in and clicking the History button.

How Often Will You Will Receive Notices Of Progress?

• Shortly after you submit a ticket, you will receive an email confirmation from the Support Center staff.
• Your next email should be notification that your request has been fulfilled, or that your issue is resolved. The Support Center may contact you if they are unable to fulfill your request in a timely manner, or if they need more information from you.

  You can always check the status of your tickets, and read correspondence between ITS staff and others who may be working on your ticket, by clicking on the "History" button at the top of the page.

If You Need More Help

• Call the Support Center at (831) 459-HELP (9-4357) between 8:00 AM and 5:00 PM, Monday through Friday.
• Download the client manual for IT Request (PDF 1.3 MB).