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Submitting a Work Order
Submitting a Work Order
Currently, work orders can be submitted through the Cougars' Den or over the phone.
When a student calls the IMT Support Desk to request on-site technical assistance, a work order is created. This work order consists of the following information:
- Name, APU ID Number, and APU NetID
The IMT Support Desk may ask for one or all of these for verification. A student cannot submit a work order until their APU NetID and password (formerly üdeupa username and password) are activated.
- Contact Information
It is crucial that this information is correct; if it is not, we will be unable to contact you. Contact information must be updated through the Cougars' Den; the IMT Support Desk cannot update this information for you.
- Problem Description
This should be a concise, but specific, description of the problem. Detailed, specific problem descriptions ensure that the technician is equipped to fix the problem—and, in many cases, they enable us to fix the problem remotely. For example, the following problem description is not very informative: I can't access any websites. However, this could be improved by adding some additional information: All Windows Updates have been installed, Norton Anti-Virus is on my computer, and Clean Access says I'm connected, but I haven't been able to access any websites for the past two days.
- Hours of Availability
All work orders are handled in the order received. Technicians are available for on-site assistance on a daily basis; available times vary by living area. If IMT is unable to reach a student on the first attempt, a postcard or note is left on the door requesting that the student call the IMT Suppor Desk with their hours of availability. If a return phone call is not received within 72 hours, IMT will either call or stop by again.
In some cases, a work order will be assigned to a specific manager or technician who has expertise in the area in which assistance is required.
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