Making Requests

Process Overview

Submitting requests to Client Services is very easy. All requests are submitted via the Cherwell Service Management system using any of the following methods.

Self-Service Ticket Entry: https://cherwell.shsu.edu

E-mail: servicedesk@shsu.edu

Live Support: http://support.shsu.edu

Phone: (936) 294-4357 (Faculty/Staff) or (936) 294-1950 (Student Line)

There are basically two categories of requests. Requests to repair an existing service that is no longer working (Incident) and requests for new or improved services (Service Request). Incidents reported where an existing service is no longer working are immediately routed to the team assigned to supporting that service.The team works to repair the service based upon urgency and priority. Service Requests that fall under our department's services are typically routed to the appropriate team for evaluation and resourcing. Seemingly small service requests could possibly have effects on many other services and functions across the university. Our teams will work with each area affected to promote the success of the request and minimize any potential risks.