Support Overview
Anytime a staff member within the Division of Student Affairs requests help, a ticket is opened. Once a request for help is submitted to the Help Desk it is entered into the Student Affairs IT ticket system, creating a ticket. You will receive an email with the ticket number and the details of your request. If the issue you are having is part of a system wide outage, you should be able to find it in ATs Tech Alerts Page
Once a ticket has been created, the Student Affairs IT staff work diligently to troubleshoot and resolve the incident submitted.
Once the problem has been fixed or request has been fulfilled, the status will be changed to “resolved.” This will generate a second email indicating the request has been resolved.
There are four ways to open a ticket: email, phone, in person, or through the IT Help web form or self service portal.
Through IT Help Portal
The most convenient way to create a ticket is through the IT Help Portal. You can submit a ticket to us through the IT Help web form. Once you submit the form it will be directed to your support team who will make sure it gets taken care of as soon as possible.
You can also navigate to IT Help Self Service to create tickets, or track existing tickets in your name. If you have questions about the status of a ticket, that the portal cannot answer you can call or email the helpdesk with questions.
By Email
Another easy way to submit most help requests is via email (StudentAffairsIT@ilstu.edu). We will research the problem reported and respond as soon as possible. Be sure to include a complete description of the problem or request, including contact information. If submitting a help request by email, you will receive an automatic response with the body of your email as the initial comment.
By Phone
More urgent requests can be made by telephone (309)-438-1111. After normal business hours, a request for help can be submitted by selecting the emergency afterhours option from the voicemail prompt. If submitting a request by phone, a synopsis of the request is provided by the Help Desk to the requestor of the ticket via email.
In Person
Any help request can be submitted in person. Simply stop by the Help Desk in the Student Services Building (Room 140) and let one of the students know that you would like to submit a ticket.