How to Get Help

• Use the appropriate form
  • greater specificity
  • faster service
• Email sswit@bu.edu
  • short, descriptive subject line
  • explanation of the problem with as much detail as possible in the body

Things to remember

• Details - Include as much detail as possible, including the name of the computer, the location, and a description of the issue
• Who - To enable most efficient follow-up, we ask that the request be made by the person needing service, or someone who has the most complete information
• No Phone – Please do not leave voicemail unless there is a specific emergency and you do not have access to the internet and are not near anyone else with internet access that can share
• No Thanks – Once the problem is resolved, please do not respond to the ticket with a thank you (while this is appreciated), as this opens the ticket back up, and may slow service to other open requests
• Keep Track – Save your auto-responsee-mail from One Help when you open a new ticket.  That way, you will be able to track the progress of the request.
• Keep Track – You can always access all of your tickets by going to One Help’s My-View.