FAQs for the University IT Directorate Support Ticketing System
1. General Information
Q: How do I submit a support ticket?
A: Visit [ticketing system URL], log in with your university credentials, and complete the ticket submission form.
Q: What information is required when submitting a ticket?
A: Provide your contact details, the issue category, a clear description of the issue, and any supporting documents or screenshots.
Q: How long does it take to resolve a ticket?
A: Response times vary based on the issue's priority, but most tickets are addressed within 1-3 business days.
2. Library Access Issues
Q: I cannot log into the library portal. What should I do?
A: Check your credentials and reset your password if needed. If the issue persists, submit a ticket under "Library Access."
Q: How do I request access to new e-resources?
A: Submit a ticket under "Library Resources Request" and specify the resource name.
3. Student Information System (SIS)
Q: I cannot access my grades or course registration in the SIS. What should I do?
A: Ensure your account is active. If the issue continues, submit a ticket under "Student Information System."
Q: How do I update my personal details in the SIS?
A: Submit a ticket with the required updates and attach relevant documentation.
4. Canvas Learning Management System (LMS)
Q: I cannot access my courses on Canvas. What can I do?
A: Confirm you are enrolled in the course. If the issue persists, submit a ticket under "LMS Issues."
Q: How do I request training on using Canvas?
A: Submit a ticket under "Request for Training" and mention the specific Canvas features you need help with.
5. Networking and Internet Issues
Q: I have no Wi-Fi access on campus. What should I do?
A: Restart your device and reconnect to the campus network. If the problem continues, submit a ticket under "Networking Issues."
Q: How can I report a network outage in my department?
A: Submit a ticket under "Networking Issues" and specify the affected location.
6. Website Navigation and Updates
Q: The university website is not loading properly. What should I do?
A: Clear your browser cache and try again. If the issue persists, submit a ticket under "Website Issues."
Q: How do I request updates to the university website?
A: Submit a ticket under "Website Update Requests" with the details of the required updates.
7. Software Development
Q: How do I request custom software for my department?
A: Submit a ticket under "Software Development" with detailed project requirements.
Q: Can I get support for software installation?
A: Yes. Submit a ticket under "Software Support" and specify the software name.
8. Training Requests
Q: How do I request IT training for staff or students?
A: Submit a ticket under "Request for Training" and include the training topic, audience, and preferred schedule.
9. Hardware Issues
Q: My university-issued computer/laptop is not functioning. What should I do?
A: Submit a ticket under "Hardware Issues" with details of the problem, including the device's serial number and any error messages.
Q: How can I request a repair for a damaged device?
A: Submit a ticket under "Hardware Repair Request" and include the type of device, a description of the issue, and any relevant photos.
Q: What should I do if my printer or scanner is not working?
A: Restart the device and check the connections. If the issue persists, submit a ticket under "Hardware Issues" specifying the device and problem.
Q: Can I request a replacement for faulty hardware?
A: Yes. Submit a ticket under "Hardware Replacement Request" and provide details about the faulty equipment.
Q: How do I report missing or stolen university-issued hardware?
A: Report the incident to campus security first, then submit a ticket under "Hardware Issues" with the security report details.
10. Additional Support
Q: What if my issue doesn’t fit into any listed categories?
A: Select "Other" when submitting your ticket and provide a detailed description of the issue.
Q: Can I track the status of my ticket?
A: Yes. Log into the ticketing system and navigate to "My Tickets" to view updates.
For further assistance, contact the IT Directorate Help Desk at support@hcu.edu.gh or 0243475400.
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