Starting May 28 C&IT and the Medical School IT department (MSIS) are introducing a new website for all your computing support needs. Not everybody was aware of kb.wayne.edu (the ‘Knowledgebase’) but those who used it could find answers to many frequently asked questions (‘How do I set up my iPhone to connect to Wayne Connect?’, ‘How do I add an assignment in Blackboard?’, ‘How do I connect to WSU-SECURE after resetting my password?’ ‘How do I set up Call Forwarding?’, etc.).
The old Knowledgebase is being replaced by a new site called Tech Solutions. You can reach it, reasonably enough, at techsolutions.wayne.edu. If you go there you will see a set of instructions, a drop-down you can use to categorize your search and a search box.
If you’d prefer to phone the Help Desk, or chat with it there are instructions for that. And if you’d like to submit a question or report a problem online there is a button entitled New Request where you can do that. You’ll need to log-in with your WSU AccessID and password and there will be a form to fill in.
Once you have logged in, every help request is tracked, and solutions that the Help Desk works out that have not previously been documented are continuously added to the knowledge base so anybody can find them later. Your request is converted into a ‘ticket’, and you can see a list of all your tickets at any time (of course, you can’t see other people’s tickets unless you work for the Help Desk or are otherwise assigned to fix something).
The hope is that Tech Solutions will be a one-stop-shopping solution for all your IT support/service needs.
Here is a screen shot of the front page. The drop-down and the search box are circled in red.