Submit a Request

• Requestor calls 646-997-3934
• Reception intake
  • Gather information
    • Location (Building & Room)
    • Issue details
    • Caller’s name
    • Caller’s phone number
  • Troubleshoot via phone if possible
  • Dispatch technician
    • Use Slack to contact technicians in the field
  • Create ticket
  • Technician works on issue
    • Technician resolves issue
    • Technician escalates issue
  • Update ticket
  • Resolve ticket

Requestor sends email to tsoe-av@nyu.edu

• Team intake
  • Assess subject of email
    • If equipment issue:
      • Create ticket
      • Schedule troubleshooting
      • Reply to email confirming next steps
    • If support request:
      • Create ticket
      • Collect information for support
      • Schedule support on calendar with information collected
      • Reply to email confirming support
    • If digital signage request:
      • Create ticket
      • Post content in Zignage
      • Reply to email confirming posting of content