Submitting incident requests to IT@Sam 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
Live Support: http://support.shsu.edu
Phone: (936) 294-4357 (Faculty/Staff) or (936) 294-1950 (Student Line)
Requests to repair an existing service that is no longer working correctly is an incident. 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.