A request for services flows through a cycle. As a request changes status, e-mails are sent to the requestor (that's you!) updating them on the status of the service request.

• Assigned - You will be notified when your request is assigned to a service group.
• Pending - If a support technician puts a service request on hold, you will be notified.
• Resolved -Once the support person completes your request, it is resolved. An e-mail will be sent to you notifying you that the technician believes the request has been resolved. If you are still having the problem, you have an opportunity to reopen the case.

There are a number of different ways to get a service request into the system:

• Call the ANTS One Call Number- 756-ANTS (756-2687)
• Call the Service Desk at 756-7000
• Use the Remedy Help Desk Web Site: http://arsweb.calpoly.edu/ (This should not be used for Urgent requests

To use the web site you will need to know your Cal Poly "Central Unix" (modem pool) user name and password. The site is http://arsweb.calpoly.edu/.

How do I find the Remedy Help Desk web site?
To get to the Remedy Help Desk web site, go to the Cal Poly ITS Help Desk web page (http://www.helpdesk.calpoly.edu/) and follow the "Submit/Update a Request" link on the left side. This will bring you to the Remedy Help Desk web Application.

What can I do from the web site?
There are five things you can do from the web site after you have logged-on:

• Opening a New Request for Service:
  Select the Submit link from the main menu. Use the drop down menus to describe your problem or request.
  -Or-
  Select Other from the first drop down and fill in a brief description and detailed information about your problem or request.
  When you are done filling out the information on your request, click on the submit button at the bottom of the page.
• Checking on the Status of a Service Request
  Select the View link from the main menu. You will be shown two lists: Open & Resolved Requests, and Closed Requests. Scroll through the lists and click on the Case ID link to view the details about the request.
• Adding Additional Information to a Service Request
  Select the View or Modify Your Problem or Request button from the main menu. You will be shown two lists: Open & Resolved Requests, and Closed Requests. Select the case from the Open and Resolved windows to which you want to add additional information. At the bottom of the form there is a field that you can use to add information to the request.
• Closing a Service Request
  Select the View or Modify Your Problem or Request button from the main menu. You will be shown two lists: Open & Resolved Requests, and Closed Requests. Select a Resolved case from the Open and Resolved window that you wish to close. At the bottom of the form select Close Request.
• Reopening a Resolved Service Request
  Select the View or Modify Your Problem or Request button from the main menu. You will be shown two lists: Open & Resolved Requests, and Closed Requests. Select the case from the Open and Resolved window that you wish to reopen. At the bottom of the form select Reopen Case from the drop down menu.