Information Technology

IT Help Desk

There are several ways to contact the IT Help Desk and file a ticket.

Email

For help with software or hardware — such as installations, crashes, login issues, slow computer, or printer problems — email help@ucanr.edu.

For ANR website issues such as broken links, errors, or publishing problems, email iwp@ucanr.edu.

In either case, include the following in your message:

  1. As much detail as possible about the issue.
  2. Any relevant URLs.
  3. What you were doing when the issue occurred.
  4. The exact error messages you received.
  5. What steps you have already tried.
  6. The date and time the issue started.
  7. Whether the issue prevents you or others from working.

Phone

Call the IT Help Desk at (530) 750-1212.

ServiceNow

Go to UCANR ServiceNow and select IT Help Ticket (Incident).

Service Now It Help Ticked Incident

Create a ticket

When creating the ticket, include the following:

  1. As much detail as possible about the issue.
  2. Any relevant URLs.
  3. What you were doing when the issue occurred.
  4. The exact error messages you received.
  5. What steps you have already tried.
  6. The date and time the issue started.
  7. Whether the issue prevents you or others from working.
Service Now IT Help Ticket Incident the Ticket

Add a watcher

Add anyone with an interest in the ticket as a watcher.

Add attachments

Screenshots, files, and logs help IT resolve your issue faster:

  • Screenshots — capture the error screen including the URL bar. Windows: Print Screen or Windows+Shift+S. Mac: Command+Shift+4.
  • Files — upload any relevant documents or attachments.
  • Logs — copy and paste any relevant error messages directly into the ticket.

Submit and track

Click Submit Ticket. You will receive a confirmation email with a tracking number. Use this number to check the status or add updates if the issue changes.

Tips for a good ticket

  • Be specific. "Excel crashes when I copy and paste into column C" is more helpful than "Excel doesn't work."
  • Always include a URL for website questions.
  • Always include screenshots or error codes.
  • If multiple people are affected, mention that.
  • Submit one issue per ticket — separate problems should have separate tickets.

Knowledge Base

Find answers to common IT questions in the IT Knowledge Base.