Welcome to the home page of the Computing Science Support Team in the University of Newcastle upon Tyne.
The Support Wiki provides locally written documentation and help including:-
If your problem is not addressed by the Support Wiki then you may need to submit a request to the Ticket System. This may be used to notify the support group of:-
You may mail a request to cs-support@ncl.ac.uk or use the Web interface (login with your normal campus ID and password). For either method of submitting a request, a new ticket will be created and an automatic acknowledgement containing a ticket number emailed to your Newcastle address immediately the request is received. A message to the support system bearing a ticket number in the subject field will add to the corresponding ticket, rather than create a new one. Replying to a message from the system is the best way to make a further contribution to a ticket by email. Follow-ups from the Web interface will automatically go to the correct ticket. As requests arrive, the tickets created for them will be dispatched to the various agents, i.e. support staff, and will receive initial attention within a few hours.
The software behind the system is a Trouble Ticket system (RFC 1297) called OTRS (Open Ticket Request System <http://www.otrs.org>), backed by MySQL (database) and Apache (Web server), running on a dedicated Linux server.