There are various ways to contact IT if your PC is giving you a hard time. Most of you know you can contact the IT Service desk at 808 4367 to report a technical error, but you can also send an e-mail to help@sun.ac.za.
To successfully log a call, the Service Desk needs the following information:
1. A description of the problem
2. Phone number
3. Room number
4. Department and building
5. Asset number of the PC, laptop, printer, etc.
A request will automatically be logged in the IT request system and a reference number will be sent to you via e-mail. This reference number can be used if you need to make an inquiry about the status of your call.
If you’d like to check the status of your request, you can go to https://iheat.sun.ac.za/hss and log on with your username and password.
Click on the relevant CallID displayed on the list.
Status will indicate the progress of the request.
Solved and Closed statuses indicates that the request has been completed.*
Responded indicates an IT technician is aware of the request and has contacted the user by phone or e-mail.
Acknowledged indicates an IT technician is aware of the request, but the user hasn’t been contacted yet.
*If the technician has already contacted the user unsuccessfully three times, whether by phone or e-mail or if a call has been open for at least a week, it will be automatically closed. In this case an e-mail will be sent to notify the user.
Take note that a second e-mail, helpinfo@sun.ac.za can ONLY be used for general IT related inquiries. This e-mail address does not automatically log your call on the system and therefore, you’re not guaranteed your problem will receive the urgent attention you require. Rather send mail to help@sun.ac.za in this case.
IT can also be contacted via Skype (handle = ITStellenUni) for inquiries.
Inquiries such as “How do I apply for an IT service?”, “What are the purchasing procedures?”, etc. can be sent to helpinfo@sun.ac.za. Questions will be answered by e-mail.
Alternatively you can log your fault at https://iheat.sun.ac.za/webheat.
More information on the various options can be found on the IT wiki.Daar is vele maniere om IT te kontak as jou rekenaar jou `n moeilike tyd gee. Almal weet hulle kan die IT Dienstoonbank by 808 4367 skakel om `n rekenaarfout te rapporteer, maar jy kan ook `n e-pos stuur help@sun.ac.za.
Om `n fout suksesvol aan te meld, benodig die Dienstoonbank die volgende inligting:
1.’n Beskrywing van die probleem
2. Telefoonnommer
3. Kamernommer
4. Departement en gebou
5. Batenommer van rekenaar, skootrekenaar en drukker, ens.
‘n Versoek word outomaties aangeteken in die IT versoekstelsel en ‘n verwysingsnommer word aan jou gestuur per e-pos. Dié verwysingsnommer kan gebruik word indien navraag gedoen word ivm die status van die versoek.
Indien jy wil kontroleer wat die status van jou versoek is, gaan na https://iheat.sun.ac.za/hss en teken aan met jou gebruikersnaam en wagwoord.
Kliek op die betrokke CallID in die lys wat op die skerm vertoon word.
Status sal aandui wat die vorderingstatus van die versoek is.
Solved en Closed statuse dui aan dat die versoek afgehandel is.*
Responded dui aan dat ‘n IT tegnikus bewus is van die versoek en die gebruiker, telefonies of per e-pos, gekontak het.
Acknowledged dui aan dat ‘n IT tegnikus bewus is van die versoek, maar nog nie noodwendig die gebruiker gekontak het nie.
*Oproepe sal ook gesluit word as tegnici die gebruiker reeds drie keer onsuksesvol probeer kontak het d.m.v. e-pos of telefonies of as die fout reeds vir `n week oop is. In hierdie geval sal `n e-pos outomaties aan jou gestuur word.
Neem kennis dat daar `n tweede e-posadres is, naamlik helpinfo@sun.ac.za. Hierdie e-pos is SLEGS vir algemene IT-verwante navrae. Dit teken nie outomaties jou fout aan op die stelsel nie en jy is dus nie verseker dat jou probleem dringend aandag sal kry nie. IT kan ook via Skype (handle = ITStellenUni) gekontak word vir navrae.
Navrae soos byvoorbeeld “Hoe doen ek aansoek vir ‘n IT diens?”, “Wat is die IT aankoop prosedure?”, ens. Antwoorde op navrae sal per e-pos gedoen word.
Alternatiewelik kan jy ook self jou probleem gaan aanmeld by https://iheat.sun.ac.za/webheat.
Meer inligting oor die verskillende opsies, kan gekry word op IT se wiki.
Tags: IT service desk