Fix it, fix it, fix it – Important information when reporting a problem

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Something not working quite right with your software system?


  • The best way to notify the ITS Applications Team is by submitting a ticket via our online ticketing system. Detailed directions can be found at https://www2.naz.edu/its/report-problem or submit a ticket directly at http://usl (Note: http://usl only works on campus or when connected to VPN off campus)
  • Problems with Colleague, Powerfaids, OnBase, Informer, Starfish, ReportExec and other apps should be directed to the “Apps Team” queue.
  • Problems accessing S: drive folders, printers, VPN, filezilla, etc, should be directed to the TMSD team.
  • Emails or phone calls to an individual App Team member can sit for some time if the person is out of the office or busy all day in meetings. However, the ticket queue is monitored all day. Incoming tickets are routed appropriate-ly, based on subject area, priority and available resources. Someone will see your ticket right away.
  • All of the tickets will initially be re-assigned to your Functional Lead Analyst (FLA). If needed, the FLA will escalate the ticket to other team members, or to the vendor. The FLA can provide better service if he / she is aware of all of the issues.
  • The same team members that will work on your ticket are also working on your active projects, so we need to understand relative priorities. Do we put the projects on hold to address the tickets? Can the tickets wait? If a project milestone is threatened by working on tickets, the FLA will contact you for help setting priorities or adjusting milestones. It would help if you highlight tickets that are urgent.
  • Questions regarding software functionality and how-to’s are sometimes best answered by either perusing the online help forms or by going directly to the vendor’s support site. For Colleague users, Ellucian offers e-Hub at http://www.ellucian.com/Support-and-Training/Ellucian-Client-Support/

An App Team member will get back to you regarding your non-urgent ticket within one to two business days, to acknowledge receipt of the ticket, clarify the problem, discuss options, set priority and a likely timeline to completion. Someone will contact you right away for urgent requests.

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