Information and Digital Technologies (IDT)
Problem Category/Sub Categories

for Supported Academic Affairs Departments at SDSU

Quick Index
Eval/Purchase | Facilities | Hardware | Information | Library Other | Library Software | Network Access | Networked Printing | Special Projects | Training |

InfoSys Service Requests

Problem Category
Names and
Associated Sub
Categories
Definition of Problem Sub Categories and associated Type, Action, OS, and/or Option
A. Accounts Action: Add, Delete, Modify
A. Security Related to security measures taken on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
A. Servers/Validation Related to Login Validation (i.e. account and password) services on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
A. Systems Admin Related to Directories and User Rights on a file server (NT or Netware) or campus mainframe (UNIX). Note: Provided for supported customers.
B. Eval/Purchase

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Action: Research, Test, Buy
B. Computer System Related to a workstation or server system (even if it is just a CPU). Note: "Buy" Action is provided for Library customers only.
B. Computing Service/Contract Related to a computing service (new or upgrade - i.e. ECR/ERES, Ezproxy, Printer Repair Depot) or contract. Note: "Buy" Action is provided for Library customers only.
B. Parts/Upgrade Related to like or upgraded replacement parts that do not constitute one complete workstation or server system. Note: "Buy" Action is provided for Library customers only.
B. Peripheral Related to an add-on (new or upgrade) to a complete workstation or server system (i.e. printer, Raid array, projection system. Note: "Buy" Action is provided for Library customers only.
B. Software Package Related to a computer software package (new or upgrade). Note: "Buy" Action is provided for Library customers only.
C. Facilities

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Type: Combo, Hardware, Software, Network
Action: Install, Repair, Upgrade
OS: MAC, UNIX, WIN, NETWARE, NT
C. BATS Classroom Related to a BATS classroom (PC and MAC COLAs in the SCC) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). Note: Provided for supported customers. Be sure the SR indicates which room.
C. Multimedia Lab Related to a multimedia lab. None at the present.
C. Presentation Room Related to a presentation room (i.e. LL-430, LL-431, LA-4450) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). See Problem Category - Reservations. Note: Provided for supported customers. Be sure the SR indicates which room.
C. Smart Classroom Related to a computer lab (i.e. LA-76, LA-78) where a physical piece(s) of hardware is involved -- Installing something new, repairing the existing items, or upgrading existing items to a new item; where a software package and/or icon(s) are involved -- Installing something new, configuring the existing items, or upgrading existing items to a new version; where network access to networked services has been interrupted or stopped (i.e. can't locate server message). Note:Provided for supported customers. Be sure the SR indicates which room.
D. Hardware

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Action: Install, Move, Remove, Repair, Upgrade
OS: MAC, UNIX, WIN
D. Board/Card/Etc Related to an internal board or card, RAM fan, power supply. Note: Provided for supported customers.
D. CPU Related to a CPU only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. External Drive Related to any type of external Drive. Note:Provided for supported customers.
D. Input device Related to an Input Device only (i.e. mouse, keyboard, or tablet) being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Internal Drive Related to an Internal Drive only (i.e. hard, tape, or CD/DVD drive) being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Monitor Related to a Monitor only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
D. Printer Related to a Printer only being installed new, moved to a new location, or needing repairs; that can't be seen by its assigned owner(s) software and needs to be reconfigured. Note:Provided for supported customers.
D. Scanner Related to a Scanner only being installed new or moved to a new location. Note:Provided for supported customers.
D. Workstation System Related to a computer system as a Workstation or involving more than one Hardware subcategory for the computer system being installed new or moved to a new location. Note:Provided for supported customers.
D. UPS/Power Supply Related to a UPS/Power Supply only being installed new, moved to a new location, or needing repairs. Note:Provided for supported customers.
E. Information

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Action: Create, Change, Research
Option: Dept, Vendor
E. Handout Related to a document being created, changed, or researched for ultimate hardcopy distribution to the campus or our customers. Note: Provided for supported customers.
E. HTML/PDF Development Related to a document being created, changed, or researched for ultimate web distribution to the campus or our customers. Note:Provided for supported customers.
E. News News releases related to computing services for use outside of Department/College. Note: Provided for supported customers.
E. Question/Referral Responses to directional, operational, or technology questions. Note: Provided for supported customers.
F. Library Other

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F. Backup - DAT Tape All provided tape backup services for a DAT tape/drive. Note: Provided for supported customers.
F. Backup - Other Services All provided other tape backup services. Note: Provided for supported customers.
F. CD-ROM Copy Related to providing assistance to our customer's using the CD-ROM burner in LL-453 or providing CD-ROM burning services to our customers. Note: Provided for supported customers.
F. Cleaning - Hardware Related to providing inside cleaning of workstations, printers, and other standalone hardware. Note: Provided for supported customers.
F. Digital/Scanning Services Related to providing photo/graphic/text files via digital camera or scanning methods or assisting our customers doing the same. Note: Provided for supported customers.
H. Library Software

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Action: Install, Remove, Repair, Upgrade
OS: MAC, UNIX, WIN
H. Acrobat Reader Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Acrobat Reader on either a WIN or MAC workstation. Note: Provided for supported customers.
H. AdAstra/Meeting Maker Related to AdAstra or Meeting Maker usage. Note: Provided for supported customers.
H. Client32 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Client32 on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Eudora Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Eudora on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Fetch Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Fetch on a MAC workstation.Note: Provided for supported customers.
H. FileMaker Pro Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to FileMaker Pro on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Firefox/Netscape/Mozilla Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Firefox/Netscape/Mozilla on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Internet Explorer Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Internet Explorer on either a WIN or MAC workstation. Note: Provided for supported customers.
H. McAfee VirusScan Related to providing installation, configuration (i.e. error message problems), removal or upgrades (including upgrade of virus definition files, initial scanning for viral infection, and cleaning media to eradicate existing viral infection) to McAfee VirusScan on either a WIN or MAC workstation.Note: Provided for supported customers.
H. MS Access

H. MS Excel

H. MS PowerPoint

H. MS Word

Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to an individual package of MS Office (match subcategory as needed) on either a WIN or MAC workstation. Note: Provided for supported customers.
H. Office 2000/2003 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Office 2000 or 2003 on a WIN workstation. Note: Provided for supported customers.
H. Office 2001/2004 Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Office 2001 or 2004 on a MAC workstation. Note: Provided for supported customers.
H. Oracle Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to ORACLE on a WIN workstation. Note: Provided for supported customers.
H. Other package Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to a software package on a WIN or on a MAC workstation not found among the choices for Sub-Category.Note: Provided for supported customers.
H. RealPlayer Related to RealPlayer. Note: Provided for supported customers.
H. Stuffit Expander Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Stuffit Expander on a MAC workstation. Note: Provided for supported customers.
H. System - Image Ghosting Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system on a workstation via an Image Ghosting process. Note: Provided for supported customers.
H. System - MAC OS Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system on a MAC workstation. Note: Provided for supported customers.
H. Terra Term Pro Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to Terra Term Pro on a WIN workstation. Note: Provided for supported customers.
H. Windows NT/2000

H. Windows XP

Related to providing installation, configuration (i.e. system error message problems, missing dlls, extension conflicts), removal, or upgrades to an operating system NT/2000 or XP on a WIN, workstation. Note: Provided for supported customers.
H. WinZip Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to WinZip on a WIN workstation. Note: Provided for supported customers.
H. WS_FTP Related to providing installation, configuration (i.e. error message problems), removal, or upgrades to WS_FTP on a WIN workstation Note: Provided for supported customers.
I. Network Access

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Action: Install, Move, Repair, Remove
I. Cabling Related cabling to the wall for network access. Note: Provided for supported customers.
I. Modem Related to a Modem for network access. Note: Provided for supported customers.
I. Network Card Related to a Network Card for network access that needs to be installed, moved, repaired or removed. Note: Provided for supported customers.
I. Network Software Related to Client/Server software (including DHCP/Bootp) for network access that needs to be installed, repaired or removed.Note: Provided for supported customers.
J. Networked Printing

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Action: Install, Repair, Configuration
Option: Paid, Free
J. Netport Related to a Netport.(device driver). Note: Provided for Library customers (including SCC use) only.
J. Networked Printer Related to a networked printer that needs to be installed or repaired. Use FREE as the Option when the networked printer is NOT in a public area. Note: Provided for supported customers.
J. Pqueue Related to a networked printer queue's configuration for print jobs that needs to be installed or reconfigured. BAM Printing problems should use these choices. Note: Provided for supported customers.
J. Pserver Station Related to a networked print station that needs to be installed, repaired, or reconfigured (i.e. Not recognizing the card messages, Won't acknowledge Print request, Terminal ID doesn't appear). Note: Provided for supported customers.
J. Wedge Related to a Wedge that needs to be installed, repaired, or reconfigured. Note: Provided for supported customers.
M. Special Projects

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Related to services provided by InfoSys personnel that do not fit other categories. Note: Provided for supported customers.
N. Training

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Action: Development, Usage
Option: Faculty, Staff, Student, Combo
N. Group Related to providing services for the development/usage of hands-on or presentation only training in a Group setting. Note: Provided for supported customers.
N. Web Related to providing services for the development/usage of Web Based Training. Note: Provided for supported customers.

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Library and Information Access
San Diego State University
This page last modified on March 3, 2008

The statements found on the Information and Digital Technologies (IDT) pages are for informational purposes only. While every effort is made to ensure that this information is up to date and accurate, official information can be found in the University publications.

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