UHWO users have three options when it comes to submitting requests.
- (Online) IT Help Desk
We have created a simple to use IT Help portal to make it more convenient for requesting IT service and for tracking your service tickets online. Each time you submit a request via the IT Help portal, the new ticketing system will send you an email notification that includes a tracking number and other service related information. Three online forms have been created for commonly requested services from IT:
- IT Help Desk – general IT and Audio/Visual requests including media digitization
- Polycom Video Teleconference (VTC) – Polycom setup
- MediaSite Web Stream / Recording – Event recordings
To access the IT Help portal, go to http://ithelp.uhwo.hawaii.edu
Upon successful login, you will find a list of open and closed tickets that you submitted or were requested on your behalf. The IT Help portal is only accessible on campus by staff and faculty using their Pueo ID which is the same account you use when logging into your UHWO computer. The Pueo ID is not the same (though it may look similar) as your Google@UH account. If you have problems with logging in to the IT Help portal, please email email@example.com or call us for assistance at (808) 689-2411.
With email available as a convenient way to request for IT Help, you can ensure your ticket is entered and tracked in our ticketing system. Simply add “[IT HELP]” (with brackets) at the start of your subject line when emailing firstname.lastname@example.org and that’s it. Here are some examples:
[IT HELP] Computer assistance request
[IT HELP] Problem with Printer
[IT HELP] Skype Setup
Please include as much information as possible in the body of the email (i.e.. description of the problem, location, date/time of the event). As necessary, the assigned IT staff may contact you to further assist or request for more information.
Properly formatted emails are automatically processed by the system. Each time you request for IT Help (via web portal, email, phone or walk-in), the system will create a ticket and send you an email notification.
The [IT HELP] label should only be used for requesting services from IT. All other email correspondence such as feedback, inquiries, alerts or notifications do not require the [IT Help] label and should be composed with that in mind.
You can still call us at (808) 689-2411 or visit us at the IT Service Center in the Library on the first floor. Each time you call or visit us we may ask you for your username so we can enter your request into the ticketing system. Like the other methods, you will receive an email notification regarding your call or visit.