SHDS CSG IT Knowledge Base

Welcome to the Student Housing and Dining Services IT Knowledge Base

Student Housing and Dining Services has an internal Computer Services Group (CSG) to help you with computing issues. This knowledge base will help you troubleshooting and resolve common issues.

What to do when you need IT help

When you have an IT issue, you have a couple of options to get help.

  1. Search the IT Knowledge Base for a support article that may address your issue. We have how-tos for the most common issues faced by SHDS staff.

  2. For non-urgent support, email the helpdesk directly to open a support ticket. You can email the helpdesk at SHDS-Helpdesk@ucdavis.edu.

  3. For emergency support, or if you cannot email us, you can call the helpdesk at 530-752-5975.

The helpdesk hours are 8:00 am - 5:00 pm Monday-Friday.

If you need after-hours support, contact your supervisor and they can escalate your request to the proper person.

 

Non-Urgent Requests

Non-urgent requests are for issues that do not significantly impair your ability to do your work. These normally only affect one person and work-arounds are possible.

Examples:

  • Software needs to be installed or software isn’t working as expected, but is still mostly functional.

  • You cannot print or you need a printer set up.

  • You can’t log into your computer, but you can temporarily log into a different one.

  • One or more of your displays aren’t working, but you can use the laptop’s display.

  • You need items purchased.

  • You need a distribution group created or modified.

Urgent Requests

These are critical issues that need immediate attention. Many people are unable to function because of this technical problem. 

Examples:

  • A server is down and nobody can log in or access a critical service.

  • POS systems are down and dining commons and retail locations cannot operate.

  • Phones System are down and nobody can call internally, call in, or call out.

  • The internal network is down and nobody can access printers or file shares.

Do you know how to submit a good helpdesk request?

This article explains how to submit a good helpdesk request so you get the best and fastest help possible.

https://ucdavis.jira.com/wiki/spaces/SHDS/pages/2693922821

What about Campus IT?

Campus also has an IT services group, IT Express, which supports broader, campus-owned applications and services. They can help with issues such as Banner, LMS, Kerberos authentication, etc. You can reach them by emailing ITHelp@ucdavis.edu or by calling them at 530-754-4357.

We recommend contacting SHDS's CSG group first. We'll likely be able to resolve your issue, but if not, we can escalate it to IT Express.

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