6.2.7 Reporting Issues or Making Suggestions

Suggestions and the reporting of issues to first line support staff is easy and encouraged.  There are various ways to obtain support depending on how the user feels most comfortable reporting.  Below are lists of support options which all run through a single support system (AskIT) at the Foundation.  Support for GAIL encompasses both technical and business questions.  Business questions will be answered by SME’s while technical questions will be answered by internal IT staff.  Issues which require second line support by the application vendor will also be tracked from this system.  When interacting with support, the user will be supplied with a ticket number which can be used to track progress until the issue is resolved.

  1. Go directly to the AskIT system to log an issue https://dar.uga.edu/ugaticket/scp/login.php.  The ticketing system uses the myID and Password process to authenticate access.
  2. Send an e-mail to askit@uga.edu.  When an e-mail is sent to this account it automatically creates a ticket in the system.  The system monitor is prompted when new tickets arrive and routes issues to the appropriate person.  Responses sent through askit@uga.edu for the same issue will automatically be applied to the original ticket in the ticketing system.
  3. Call the support desk directly at 706-542-8188.  This phone is answered from 8 a.m. through 5 p.m. any business day in which the University of Georgia is open.  The support staff answering the phone will enter a ticket on the user’s behalf if needed or answer user questions directly.

Last Updated on June 24, 2019