How your case is handled
You are most welcome to report your case or question to us by phone, our website or by visiting us!
1 - Your case will be registered in IT Services case management system. You will receive a confimation email. In the email you will find a link to your case webpage. Click on the link to open up the webpage where you can update your information about the case.
2 - IT Services Helpdesk staff often solves your case right away by using remote control of your computer. About 75% of all cases are solved by Helpdesk.
3 - If the case requires a visit onsite, Helpdesk will transfer the case to IT Services Onsite team via the Service Manager. At the same time the case will get a priority code according to the Service Level Agreement. You will get an email which lets you know in what time your case is to be solved.
Sometimes we need additional information from you to solve your case. If so, you will get an email with a link to your case. Click on the link to open up the webpage and enter the requested information.
If you want to know the status of your case you are most welcome to contact Helpdesk. Keep your case number in hand.
4 - When your case is solved and closed you will get a new mail with a link to your case webpage. If you don't feel that your case is solved correctly or you want to reopen your case, just click on Activate/ Complain about on the webpage. Your case is then reopened.