Notes and Guidelines for Submitting CCV Help Desk Requests
- The CCV Help Desk files tracking system tickets for all requests for assistance. The ticket system provides a mechanism for prioritizing and tracking support requests.
- Submission of all help desk requests must be sent to: support@ccv.brown.edu (please do not send requests directly to individual staff, as this may result in a delayed response).
- Once the request has been received, it will be assigned a unique help desk ticket number via the Remedy system and the user will be notified by email. The user will ordinarily be contacted within 1 business day with updated ticket status or resolution of the problem. If you do not receive an identifying ticket number or status update within 1 business day, or if the request is urgent, please call 863-7557 to inquire. Note that e-mail delivery is handled as a store-and-forward operation susceptible to delays.
- To check the status of your assigned HD ticket, please send an email to support@ccv.brown.edu referencing the ticket number.
- All help desk requests will be responded to on a first-come-first served basis unless the issue is considered to be “mission critical” as defined below. If the reported issue is deemed “mission critical” and requires emergency support, a Help Desk staff member will escalate the issue to the appropriate CCV staff and inform the customer of its disposition.
- Server outage
- Security Intrusion
- Host down
- CAVE/Powerwall tracking or projection issues for class instruction/VIP reserved demos
- Issues related to class and submission deadlines
- A notification email will be sent to the user when the HD ticket “status” is changed to “closed”. Please contact the CCV Help Desk (x37557) or send email to support@ccv.brown.edu if you need further assistance.
- Normal hours of operation are University business hours. De facto support coverage is available during some evening and weekend hours. CCV is investigating more formal evening/weekend support coverage.