CIT Problems and Requests
CIT Problems and Requests
Report a Problem
Report a computer, telephone, classroom, or lab problem through our online ticketing system (login with your Geneseo username and password): rt.geneseo.edu
CIT uses a ticketing system called Request Tracker, or RT. RT is mainly a communication tool. When a ticket is put in, the proper member of CIT is notified. RT then allows that person to send messages to the requester through the system, and all of this communication is recorded.
All CIT members can view tickets. This means if you have a ticket in for your TSP, but it is a problem that requires the assistance of the mail administrator, your TSP can collaborate with the mail admin to resolve the problem, and they can both comment on the ticket.
RT is invaluable to CIT for various reasons. It gives us recorded communication, which provides a record of our interactions with our users. RT, over time, also turns in to a knowledge base, where CIT staff can search for a problem to see if someone else has already found a solution. Since all tickets are archived, all solutions are also archived. Lastly, RT gives the requester access to information about his/her request.
All Geneseo faculty, staff, and students can log in at rt.geneseo.edu and check the status of their open tickets. You can view all of the communication associated with that ticket, which CIT staff member owns your ticket, and what the status of your ticket is.
So remember, the best way to communicate with CIT is to put a ticket in RT. You can do this in three ways:
- Log in at rt.geneseo.edu and click "New Ticket" on the left.
- Email firstname.lastname@example.org with your issue
- Call the CIT HelpDesk at 585-245-5588 and request a ticket to be put in. The CIT HelpDesk is located in South Hall 225A, and open Monday-Thursday 8:00am-6:00pm and Friday 8:00am-4:00pm.
Below are links to other CIT resources and service requests. Please call the CIT HelpDesk (585-245-5588) if you have questions.
Report an Information Security Incident
An information security incident is considered to be any adverse event that threatens the confidentiality, integrity or availability of Geneseo’s information resources. If you suspect an information security incident, immediate action should be taken to report and isolate the problem from the campus network when appropriate. Powering down the computer or disconnecting it from the campus network will stop any potentially threatening activity if you think the computer has been compromised. If the incident requires immediate attention, call the CIT HelpDesk at 585-245-5588 or University Police during non-business hours at 585-245-5651. Otherwise, fill out and submit this form.