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Thought I sent this to the list this morning. The IT Services Support line at 432-6200 is attended/answered by help desk consultants from 7:00 a.m. to 11:45 p.m. Sunday-Thursday, and until 7:45 p.m. on Friday-Saturday. After those times the line trunks over to Distance Learning. DLS staff in many cases can help because it is a simple matter such as a password reset. In other cases, the matter is something that can wait for IT Services personnel to handle in the morning, so an after-hours ticket is filed. When a more serious outage occurs, a full-time HD staff member like me may be called to triage the matter and where called for per service protocols, contact Network Engineering or some other service owner to try and get the matter resolved asap. /L -- Leo Sell IT Services Technology and Network Support (formerly ATS Help Desk) help.msu.edu tech.msu.edu 517-432-6200 On 6/28/13 6:34 AM, Aldrich, Dakharai wrote: > The ITS Helpdesk is only open from 7am to 5pm every day. Distance Learning is the overflow. They can assist with some issues, and will create tickets for other issues so that the appropriate team gets your request and can call you back. > > Dak Aldrich > Information Technologist > Support Services > Infrastructure Planning and Facilities > Michigan State University > Phone: 517.432.0239 > [log in to unmask] | ipf.msu.edu > > > > -----Original Message----- > From: John Gorentz [mailto:[log in to unmask]] > Sent: Friday, June 28, 2013 1:29 AM > To: [log in to unmask] > Subject: [MSUNAG] What happened to the help line? > > About a half hour ago I tried calling the 517-432-6200 number to report that one of our web sites had gone down. The phone was answered by a machine identifying itself as "Distance Learning Services." It is never a good sign what that entity answers the phone. I don't expect the quickest response after midnight, even from ITS, but after staying on the line for several minutes and waiting for a human, I hung up. > > Sometimes there is a plausible justification for Distance Learning Services taking our calls, e.g. about library services, but it is never a sign that we're going to have our problem dealt with quickly and efficiently. I'm calling from the Battle Creek area, so I'm wondering if I'm being treated specially. Is this what happens when students on campus call late at night? The ITS web site says the 6200 number is attended 24 hours a day. What happens when people on campus think they're calling the support line, and instead they get "Distance Learning Services"? Or do they? Or did I miss a memo? > > I'm building up to go on a rant about this, but am trying to line up some information first. > > John Gorentz > Computer Services Manager > W.K. Kellogg Biological Station > Michigan State University > Hickory Corners MI 49060 > -- Leo Sell IT Services Technology and Network Support (formerly ATS Help Desk) help.msu.edu tech.msu.edu 517-432-6200