Reporting Problems with Public Copiers & Print Stations

Starting immdediately, the preferred method (and ultimately the only method) for reporting problems with the public copiers, print stations and card dispensers will be to email uwcshelp@u.washington.edu. The subject line of your email should include the appropriate word: copier, printer or dispenser. On the back end of these email reports, there is now an automated tracking system. When an email is sent to the above address, an automatically generated reply we sent back that looks like this:

Thank you for emailing Dawg-Prints Support.

Your request has been received and you will be contacted within 24 hours concerning your issue.

Please include [Dawg-Prints #102] in the subject line of all future correspondence so that we are able to track the ticket's progress.

You can check the current status and history of your requests at:

http://128.95.198.24/rt/

When prompted, enter the following username and password. This password is randomly generated. Change your password by going to preferences after login.

Once the issue you reported has been resolved, you will receive another email like this:

Thank you for contacting Dawg-Prints Support.

Our records indicate that your issue has been resolved and the ticket has been closed.

Please email uwcshelp@u.washington.edu if you have any further questions.

All along the way, you will be able to log into the tracking system to check the status of the problem.

Here are some of the benefits of this new reporting procedure:

• Transparency: Individual logins will allow you to see what the progress of your support request is, what is being done by the support staff, and tickets that have been created in the past.
• Efficiency: Sending requests through email allows for direct contact with support staff without any loss of information. Using email allows for quick and direct responses from the person personally handling your issue.
• Organization: All requests are cataloged and saved meaning that frequent issues can be easily referenced and responded to in timely fashion.

For those of you who use the Info Index to find the procedures for this kind of problem reporting, I have now updated the appropriate pages.

- Adam