
ITS Help Desk
- The ITS Help Desk is a central point of contact for faculty and staff to report for help with technology issues.
- Hours of Operation: Monday through Friday, 7:30AM to 4:30PM (excluding District holidays).
Note for Students
The ITS Help Desk is for FACULTY and STAFF only.
Check the STUDENT TECHNOLOGY HELP links on the left panel.
Common IT Issues
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For other common issues, refer to "Training" links (for ITS online training documentation and related information) on the left navigation panel.
Contact Us
Email:
helpdesk@rsccd.edu.
Website:
Help Request & FAQ (https://webhelpdesk.rsccd.edu).
Phone Call: 714-564-HELP (4357) Extension 0.
Emailing helpdesk@rsccd.edu
- When you email
helpdesk@rsccd.edu a ticket is automatically generated (e.g., Ticket 12345).
- NOTE: Please use your District email address when emailing helpdesk@rsccd.edu.
- NOTE: If you send an email to helpdesk@rsccd.edu from an outside email address (e.g., you are unable to access your District email), we will still receive the email. However, a ticket number will NOT be automatically generated. You may also receive an error message.
- In this case, please leave us a voicemail at 714-564-4357 Extension 0.
- Please limit requests to one topic per email.
- Add attachments or screenshots, which will be added to your ticket automatically.
- Provide as much relevant information as possible, so we can expedite your request.
- For your protection: Please DO NOT send private information such as social security number (SSN), birthdate, (DOB), or home address information via email.
Help Desk Ticket Workflow
- Whether you create a ticket by email, website, or phone call, helpdesk@rsccd.edu will send you updates at your District email address for each step of the ticket process.
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New
- You will receive an email when your new ticket is created, with a unique ticket number in the email subject line.
- (e.g., Ticket 12345 New --> Locked out of account).
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Assigned to Tech
- Once the ticket is assigned, you will also receive an email.
- (e.g., Ticket 12345 Assigned to Tech --> Locked out of account).
- Updates to your ticket will be made via email and saved as notes inside of the ticket.
- (e.g., Ticket 12345 Assigned to Tech (Updated) --> Locked out of account).
- You can "Reply" to the email to add your notes to the same ticket.
- NOTE: Email replies must contain the ticket (e.g., Ticket 12345) in the email subject line and be addressed to helpdesk@rsccd.edu to be added as notes to the ticket.
- Pending
- If ITS is waiting on information to complete your request, the ticket will be updated to a Pending status while we wait for your reply.
- (e.g., Ticket 12345 Pending --> Locked out of account).
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Resolved
- When the work has been completed you will be sent an email.
- (e.g., Ticket 12345 Resolved --> Locked out of account).
- The resolved ticket contains a Yes/No option.
- If your issue is truly resolved, then click "Yes," which closes the ticket.
- Clicking "No" will reopen the ticket and assign it back to the technician.
- (e.g., Ticket 12345 Reopened --> Locked out of account).
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Closed:
- Upon closure of the ticket you will receive one final email with a link to our ITS survey.
- (e.g., Ticket 12345 Closed --> Locked out of account).
- If an issue recurs for a ticket that is already Closed, please submit a new ticket.
ITS Help Desk Team Members:
Dane Clacken | Director Technology Infrastructure and Support Services | 7:30am - 4:30pm | 714-480-7417 |
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Jericho Fulgencio | Help Desk Analyst | 7:30am - 4:30pm | 714-480-7430 |
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Glenn Lott | Technical Specialist I | 8:00am - 4:30pm | 714-480-7446 |
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Lynn Nevils | Executive Secretary |
8:00am - 4:30pm | 714-480-7420 |
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