In Information Technology (IT), our goal is to resolve your requests as efficiently as possible. To help various IT groups to provide timely support, please review the following guidelines when submitting work requests.
Submitting a Work Request
Requests can be made online using one of the many services in this Support Portal, in person at the Tech Hub, or by phone.
When submitting a request, please provide as much detail as possible, including:
✅ A clear description of the issue or request
✅ Any error messages or screenshots (if applicable)mation (if applicable)
✅ Your location (if on-campus support is needed)
Important: Communication regarding your request will take place through your ticket. Be on the lookout for email messages coming from Bowdoin College Service Desk regarding your request as we may ask for more information that we need to continue to support you.
How to Respond to IT Requests for Additional Information
If we need more details to resolve your request, you will receive a ticket update notification via email. To respond:
Your timely response helps us resolve your request faster.
Response Time Expectations & Ticket Closure
In order to ensure that we can provide service to as many clients as possible, we require a response within 5-7 business days when additional information is needed. If we don't hear back from you, your request will be closed.
Service and Support Communication Cadence
- Day 1: Initial request for information is sent to the client.
- Day 3: A first reminder is sent.
- Day 5: A final reminder is sent.
- Day 7: The ticket is closed if no response is received.
If a ticket is closed due to non-response, you will be notified and be asked to submit a new request if assistance is still needed.
4. Need More Time? Let Us Know!
We understand that you may need extra time to gather information or to get back to us. If you require more time, simply reply to the ticket update email message and let us know—we’re happy to accommodate you.