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Reporting Faults

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Reporting Faults

The College provides a Helpdesk service to support users and attend faults related to IT resources. It is important that you report any faults with the college systems in order that they are available as much as possible for all users. The machine you come to use that has failed is the same machine someone else didn’t think to report.

The help desk is available in different ways:

• A web application accessible through either a shortcut on your desktop or a link on the Intranet; the link is http://support.rave.ac.uk,
• By e-mail to help@rave.ac.uk (or to support@rave.ac.uk or faults@rave.ac.uk all going to the same recipient); and
• In person at the ICT Helpdesk that operates in the LRC at the counter.

Surprisingly, we don't always know that there's a problem with a computer. We have many talents, but we can't count among them psychic powers. Unless a fault is reported, we can't respond to it. This may seem self-evident, but, for one reason or another, we at IT are often the last to hear of problems!

So, don't moan: if something isn't working, report the fault. We won't get angry if you do! Below are some simple steps to help you get the best out of the fault-reporting process.

1. Get in contact. Report faults using our web-based Service Desk or to faults@rave.ac.uk. It may be tempting to email one of us individually, but we don't all check our email regularly. If you use the faults address, you can be sure someone will read your message asap.
2. Be courteous. You may derive a great deal of satisfaction telling us what a load of useless tossers we are, and how we should sort your problem out ASAP, but why should we help someone with that kind of attitude?
3. Identify the computer. All the equipment has an identity label. The label is white tape with black letters. Computer names usually begin with the letters "RC".
4. Provide a clear description of the problem. Of course it's satisfying to say such and such a computer is just 'not working', but it doesn't help us solve the problem. The more information you give us the better. If it's a software problem, list the steps required to reproduce the problem.
5. Be patient. IT maintenance is only one component of our jobs. We do have a lot of other things to do. If we don't respond immediately, it's not because we are trying to spite you, it's because we are trying to prioritise our work.
6. Help others. If you resolved a problem post your experiences on the Forums or Wiki (links are to the right).
7. Don't waste our time. Most of the fault reports we get are extremely helpful. Alas, there are one or two people who believe we enjoy really unhelpful comments. Just to set the record straight: we don't.

You can report faults here.

For more information about the Service Desk please see the helpdesk web pages.

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