HomeUsing OTISSupport RequestsSubmitting Support Requests

2.1. Submitting Support Requests

There are two ways you can submit a support request in OTIS.

The first way is to use the Submit A Request link at the left and fill out the web form. Below is a summary of the fields you will find on the web form. All fields in red are required.

First Name - Enter your first name.
Last Name - Enter your last name.
Email - Enter your email address. This will be used for all coorespondence regarding the support ticket so make sure this is accurate.
Phone - Enter your phone number. Although not a required field, it is recommended and can lead to a faster resolution.
Is this request urgent? - If your problem or request has to be addressed within the hour. This does not necessarily mean it will be resolved within the hour. Only that we will start working on it.
How would you categorize this request? - Choose the category that best describes the type of problem you are having. If there isn't a category that fits, choose "other".
Location - Choose your location. If your location isn't in the list, choose "Cape - Broadway".
Department - Choose which department you are in or that is having the problem.
Are you using a Mac or PC? - Please select the correct system you are using. This will help us troubleshoot your problem faster. If you are unsure about what system you have, there is an easy way to determine this. If you use a Mac and your Apple logo at the top left is Blue, you are running OSX. If it is multicolor, it is OS9. If you have a G3, G4, or a G5 processor, you have a PowerPC Mac. If you use Windows and your Start Menu is a green rectangle, it is Windows XP. If it is a circle, it is Windows Vista. If you are still unsure, choose PC - Other.
How critical is the problem? - This is on a 1-5 scale where 1 is the most critical.
   5 - Not Critical. When you get a chance.
   4 - Low. An inconvenience, but I can work around it.
   3 - Medium. It's affecting my work, but I can work around it.
   2 - High. It's affecting my work and I can't work around it.
   1 - Critical. We can't publish until resolved.
What were you doing just prior to the problem occuring? - Please enter as much information as possible about the conditions leading up to the problem. What programs did you have open? Were there any preceding errors? Were any other applications acting up at the same time? These are only examples of the type of information that is needed here. The more information you provide the faster we can resolve the problem.
Describe in detail the problem or request - This field forms the initial request. Please be as detailed and specific as possible as this helps us determine what caused the problem. Insufficient detail could result in a delay resolving your problem.
Attach a supporting document (optional) - In some cases you may want or need to attach a file to better describe the type of problem you are having. This is useful for attaching screenshots of any errors that may have popped up. You can attach any kind of file (images, PDFs, etc) that would help us understand what happened.

After you have filled in all the information and submitted the request, you will be taken to a new page where you will receive an access key to track the status of your request. A summary of the information you entered on the request form will also be shown, along with another box to provide additional information regarding the problem that you may have missed.

You may also submit requests by sending an email to otis@semissourian.com. This email account is monitored by the system and automatically enters all submissions sent to it. However, requests submitted via email lack significant detail, and for that reason are automatically treated as low priority (Level 5). With the web form we have more information that will help us in resolving the problem faster and you have the option of specifying priority.

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