Athletics IT Service Center

Overview

The Athletics IT department has moved its website to https://athleticsit.umd.edu/. Please use this comprehensive guide on navigating our new portal, submitting a ticket, and finding answers to frequently asked questions.

How to Use Athletics IT Service Center

How to Submit a Ticket:

1. Go to https://athleticsit.umd.edu/

2. Click on the Get Help icon on the bottom right of the page

   

3. When the pop-up opens up, you will be met with this screen.

4. Our Answers tab includes our extensive knowledge base with articles to help you solve your issue without contacting an IT technician. The Search Bar can be used to filter articles quickly.
5. If you can't find a solution to your problem or would like to speak to an IT technician directly, click on the Ask tab at the top of the pop-up window.

6. The Ask tab can be used to report an issue or request in two ways: email and live chat(if an agent is available).

Getting Help Through Email

1. Selecting email will display the form below.
   1. Please input the following information. If you are contacting the IT department regarding an issue with a specific device, please include the Asset Tag number. The asset tag can usually be found on the underside of your device on a red, blue, or yellow sticker. The tag will be 6-7 characters depending on the type of tag on your device.

2. After selecting Next, you will need to enter your name, the subject of why you are submitting a ticket, your email address (@umd.edu), and a box to describe the issue that you are having.

   1. When describing the issue, please be as descriptive as possible to ensure we provide you with the best possible solution. Any additional troubleshooting steps you may have taken to fix the issue before submitting a ticket is helpful.

      

3. Once you submit your ticket, we will contact you within 1 hour.

Getting Help Through Live Chat

Getting help through a live chatbot is a new feature for our IT website. Instead of waiting around for a response to a quick question, you can chat live with an IT Technician.

Note: A live chat should not be submitted to troubleshoot large/major issues. The primary function of the live chat is to answer questions/give quick troubleshooting tips. Any major issues reported through the live chat will be converted to a ticket and placed in our queue.

1. Once you click on chat, you will be met with this screen. Here you can inquire about anything related to IT or our department. An IT technician can join and provide you with answers in real-time.

2. Once you have completed the chat, you will be prompted to give feedback on your experience. Any constructive criticism that could help us be a more effective IT team is greatly appreciated!

What is the Difference Between Chat and Email?

Email: Allows you to submit requests and report incidents regarding technology. We strive to provide a first response within an hour; this is our main form of communication. You can view messages we send to you and send messages to us directly from your mailbox.

Chat: Used to ask the Athletics IT Staff any questions related to IT, technology procurement, status updates on a submitted ticket, etc. (NOT for reporting major incidents or requests!)

How to Use Our Knowledge Base

Our portal has a wide array of knowledge-based solution articles to help you solve common problems without reporting the incident to the Athletics IT Service Center.

1. Click on the search bar and type in the problem you want to troubleshoot or find more information about specific topics.

2. Once the search has been conducted, a list of result(s) will be presented based on the search criteria. If the information you seek cannot be found within our articles, please submit a ticket through our portal (instructions are located at the top of this document).