Welcome to Track-It Self-Service solution. Track-It Self Service module is a web based solution that allows you to submit service requests to the Office of Technology Services department. You can use this system to submit technology service requests, report system outages and to search our online knowledge base.
Key Terms:
All Service Requests falls under one of the three following categories:
- Service Requests: Service requests are not indicative of a failure in the IT infrastructure. Example of typical service requests are Network Account creations, Password resets, Computer or Printer requests etc.
- Service Disruptions: Service Disruptions (Incident) is an unplanned interruption to an IT service or a reduction in the quality of an IT service. Example of typical service disruptions are PC not working, Unable to save file, Printer not functioning etc.
- Problems: OTS identifies common incidents and trends that frequently occur with systems and processes and flags them as problems. Upon identification of a problem, the root cause of the problem is identified and addressed via workarounds, improvement, replacement or correction.
Service Request Procedure:
Requestor completing a Track-It Service Request must obtain supervisor approval before completing the service request. To expedite your work order please include the location (Bldg/Room) of the problem within the summary field. For emergency requests, in addition to submitting a service request, please contact our San Antonio College helpdesk at (210) 486-0777 to immediately report the situation. All work orders are documented using a service priority scale.Technical Assistance:
For Technical Assistance with the Track-It Self Service solution, contact our San Antonio College helpdesk at (210) 486-0777 or send us an email to sac-helpdesk@alamo.edu.