The CS support ticket system may be used to notify the support group of:
and to track follow-up. If you are working within the Newcastle campus, you can use the email address cs-support on the Newcastle network. (This address is restricted to use from within the Newcastle network).
If you are already registered to use the system, you can submit a problem from any web browser using our secure server https://support.cs.ncl.ac.uk/otrs/customer.pl . You will normally be registered the first time you use the system by email from within Newcastle, and thereafter should be able to log to the secure server using your normal campus ID and password. The process of registration is not automatic; it may take a few hours.
For either method of submitting a request to the support system, an automatic acknowledgement containing the ticket number will be emailed to your Newcastle email address within about 5 minutes. You can use the ticket number to enquire about progress using the interface above. If you send further information concerning the problem to the support system by email, then please make the subject field identical to that in the acknowledgment message. This will cause the additional information to be appended to the original ticket rather than opening a new ticket. Tickets will be dispatched to the various agents, and will receive initial attention within a few hours.
If a problem requires immediate attention, please contact the duty computing officer (bleep 42).
Please do not try and repair equipment yourself.
To use a bleeper from an internal phone
The bleeper will notify that person of the local extension number trying to make contact. The person concerned needs to walk to an internal phone and call that extension. This may take a few minutes.
If all else fails, please see the main contacts page and leave a message with our reception staff.