If you are unable to find the answer to your question on this website or in the Luddy School Knowledge Base or the IU University Information Technology Services Knowledge Base then we are here to help you. You can use the following options to get help from the Luddy staff.
Requests related to technology, facilities, web, and communications issues at the Luddy School of Informatics, Computing, and Engineering can be submitted using the Luddy Service Desk. This is the primary mechanism for support in the School and it allows us to efficiently track and document issues and uses the IU ServiceNow service desk application.
Please note that if your problem is related to a general IU technology issue and not related to the Luddy School of Informatics, Computing, and Engineering, you can get assistance from UITS
After you submit your request to the Luddy Service Desk, you will receive follow-up emails from the staff as your issue is resolved. You can also track and update your ticket using the ServiceNow Portal. If you prefer to reply via email, please take care to do the following:
- Leave the Subject: line intact. There is information in the Subject line that is needed to route your email properly.
- Just reply to the email and leave the To: line as it is. We ask that you not change the To: line so email is sent directly to the person working on your issue. It is also not necessary to add the staff member to the CC: line of the message since they will automatically get a copy of the email from the help desk system.
If you have further questions or problems related to an issue after the case is resolved, you have 1 week to note that the issue is not resolved. If not taken out of the resolved state, your ticket will close in 1 week and you will not then be able to reopen it. At that point, you must create a new ticket.
There is also an email interface to the Service Desk that you can reach by simply emailing sicehelp (at indiana.edu). Your email will end up in the same place as if you submitted your request using the Service Desk. One advantage of using the Service Desk instead of email is that the web form helps guide you to supply all the information we will need to resolve your problem as quickly as possible. However, you are welcome to use email if you prefer not to use the Service Desk..