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School of Medicine Technology Services

SOMTech, Administrative and Academic Systems,
and Educational Technologies

SOMTech, Administrative and Academic Systems, and Educational Technologies

Prioritization of requests

To minimize downtime and loss of productivity due to technical problems, service requests are prioritized as follows:

Priority 0 (highest)

  • Network outages that affect an entire location or floor
  • Novell or Active Directory connection problems affecting a department/division
  • Enterprise application outages that affect entire location, departments or divisions
  • Malicious code infections (Handled as priority 0 by default; if the infection is not classified as a security incident, then the priority will drop to 1.)
  • Security incidents that jeopardize the confidentiality, integrity and availability of confidential and protected data
  • Deans, department/division chairs and their administrative assistants

Priority 1 (high)

  • New computer installs for new hires
  • Malicious code infections that are not qualified as a security incident
  • Logon issues
  • Computers that crash or will not boot up
  • Any IT-related issues that prevent an individual from conducting day-to-day business operations
  • Data restoration
    • Novell: A service request needs to be placed with TS-Server Administration group.
    • Active Directory: Transfer the service request to a member of the ISIS group.

Priority 2

  • General computer problems (computer not operating properly but functional)
  • Lotus Notes client installation for new hires
  • IT-related issues, except security incidents, that do not prevent an individual from conducting day-to-day activities
  • Printer problems

Priority 3

  • Novell/Active Directory account maintenance and access management (account creation, deletion or modification; file and folder permissions)
  • Purchasing recommendations
  • Software installation and/or update
  • Remote access troubleshooting
  • Walk-ups (Please use Service Desk Request Opens a new window.)
  • Telephone requests (Please use Service Desk Request Opens a new window.)
  • Email requests (Please use Service Desk Request Opens a new window.)

Priority 4

  • New computer installations (This only applies to faculty/staff who have working computers and will require data migration.)
  • New printer or peripheral installations