JMU Computing HelpDesk - What information might I be asked to provide?

HelpDesk

What information should I provide when I contact (by phone, e-mail or walk-in) the JMU Computing HelpDesk with a computer problem?

Electronic ID (your e-ID used to access e-mail, e-campus and more)
Best phone number at which to reach you
Type of Computer (Dell Optiplex, iMac, etc.)
Operating System (ex. Windows XP, Mac OSX, etc.)
Name of the software/application and version in question (ex. Word XP, Webmail, Internet Explorer 6, etc.)
Nature of the problem
Exact wording of any error messages
Steps taken to resolve the problem (you may wish to try our Basic Computer Troubleshooting steps prior to contacting us.)

If your call needs to be escalated for additional service, you may also be asked to provide:

Immediacy of your problem
Availability
Location of equipment
Contact information
Dell Service Tag or Apple serial number and/or JMU ESN (the Equipment Service Number is typically a blue tag found on JMU owned computer equipment). These numbers are required for repair service.

See more information about The Life of HelpDesk Call.