To stop web crawlers, we are not providing you with the option to copy and paste the helpdesk email. Please re-type the address when composing your email.
Contact Helpdesk - The Best Practices
Include the following information in your email to the helpdesk:
First Name and Last Name:
間眅埶AV Computing ID:
Student Number:
* Access Card/fob Number (if it is readable, many are worn off):
** Course Numbers (current CMPT courses):
Platform (eg. Linux, Mac or Windows):
Computer Name:
Campus, Building Name & Room Number:
Application (if applicable):
Description of the Issue:
Error Message (if any):
Previous Tickent Number (if related):
* Only if this is a door access issue, send the short 5 digit part of the number, (only if the number is readable, some are worn off.)
** If you are a student, please note this in your email.
If you are requesting assistance from a specific person on the technical team, please name them in the body of your email.
We use the (TDX) to manage inquiries to the helpdesk. The system is regularily monitored by members of the CMPT technical support team. We strive to respond to your ticket within one hour during our regular business hours.
- Upon reciept of an email, the TDX system generates a reply to the requester with a ticket number (ServiceHub Incident #). To add more information to your request, reply to that email with those details.
- The ticket will be assigned to a member (owner) of the tech support team.
- The owner will assess the inquiry, resolve the issue, and reply to the requester. If other parties need to be notified, the owner will cc them on the email.
- Once the issues have been resolved, the owner will update the status of the ticket to read 'resolved'.
- All replies are archived under the specific ServiceHub Incident #; requesters have the option of viewing these.
- Please ensure you reply to the helpdesk with an email that includes the ticket number.
- Ensure that your inquiry is a technical issue related to Computing Science (eg: if you cannot access 間眅埶AV's wireless network, please email help AT sfu DOT ca.
- If you're a guest of Computing Science and require the use of 間眅埶AV's wireless network, please contact your faculty member host and they will contact us with the request. You could also use Eduroam if you have an account from another institution.
- Always use your 間眅埶AV email account to contact us. Do not use a different email account or an alias to contact us.
- When contacting the helpdesk, ensure that the message is addressed to only ONE recipient: helpdesk
- When responding to the helpdesk, do not alter the subject line, and only include the relevent portion of the previous message body.
May I Contact Tech Support Staff Directly?
No.
We ask that you email the helpdesk, and include a line in the body of your email that says: please assign this to...
If this is an urgent matter, you may direct message the person in Microsoft Teams; or you may call the person after you email the helpdesk.
How Do I Include Others in Correspondence With the Helpdesk
When contacting the helpdesk, include a line in the body of the email that says: I would like to add the following people to the CC list......, ......, ......,
The owner of the ticket will add these people to the cc list when replying, ensuring everyone's informed about the issue.
We do not recommend CC others when sending such email:
- Only the requester will recieve a reply to the email sent to the helpdesk. Those who are CC'd will not.
- If anyone CC'd on an initial email from a requester tried to reply to the helpdesk, a new ticket would be generated, causing further confusion and extra work.
No Response From the Helpdesk - Now What?
Inquiries sent to the helpdesk are typically assigned within two hours during working days. If you do not recieve a response within a reasonable amount of time, you can reply to the automated message you received when you submitted your request.
If you do not think your inquiry received proper attention, please call one of our department managers for assistance.
I work in a CMPT Research Lab - Will the Helpdesk Assist Me?
Yes, absolutely!
When you email helpdesk, add your lab's acronym to the subject line. Eg: Subject: CMPT-AAA: Need New Software. We have put a list of the acronyms at the bottom of this page. Please check them out.
If you are a CS graduate student, click here for a page we prepared to assist you with techincal support.
Everything is Fixed - Should I Contact the Helpdesk?
No, not unless we request you to do so. Once the issues have been resolved, we will close the ticket, marking it 'Resolved'. If you have another issue, create a new email and send to the helpdesk (if it's related to the previous issue, include that ticket number).
I Received an Email from the Helpdesk With an ServiceHub Incident # - What Do I Do?
Here are some things you may consider:
- If you would like to track the request call, you may email helpdesk with the proper subject line, which will put you in the CC group and keep you informed of the ticket.
- If you do not want to become a CC-ed member, you may email the parties directly, not CC helpdesk.
- When you received a message from someone CC-ed to you with an ServiceHub Incident #,
- if you want to join the discussion of this ticket (become a CC-ed member)
- and/or if you want to see your replies get archived in the RT system,
Please reply to helpdesk with the proper subject line, not to the other sender directly (they will receive your messages through the RT system).
Please note:
If you "Reply All" to a ticket with other parties, they will get duplicate messages: one from you, one from the RT system.
Please always reply to helpdesk with the proper subject line.
I Received Duplicate Emails From the Helpdesk - Now What?
It's most likely that you've been set as the 'Requester' and are also a member of the group being cc'd. We do our best to minimize duplicated conversations, but it happens sometimes. This is one reason we ask that you always have the helpdesk set up as the sole recipient of your messages.
If you receive duplicate messages, please reply to the email containing the ServiceHub Incident # so the owner can ensure no more duplicates are sent.
The Helpdesk Replied With a Different Subject Line - Why?
To improve the quality of service, we try to make the subject line as clear as possible. Since the ServiceHub Incident # is the identity of the ticket, the change of the subject line wording is a safe practice.
If you notice the new subject line does not reflect the issues, please let us know as soon as possible.
I'm using laptop, will the Helpdesk assist me?
Please click here for information about using your own laptop.
To know more about the research lab you are in, please visit our "Resources for Research Labs" page.