Getting Help

University Life Technology Services is staffed by experienced IT professionals who make every effort to resolve an issue or answer a question upon first contact. When appropriate, requests are routed to the LAN, Web, Application Development, or End User Support Teams. This routing usually occurs almost immediately during business hours but can take additional time depending on volume. Technology Services will request a ticket be submitted from our website before inquiring via Teams or Emergency Line. The Emergency Line is reserved for emergencies only – issues that immediately prevent job duties from being fulfilled or have a pressing time constraint. Please do not use the Emergency Line for non-urgent requests or updates on ticket status.

University Life Technology Services captures all customer requests and interactions by creating ticket requests in Service Desk. Users can access this ticketing system from our website by clicking on Request Help. Once a ticket is submitted, it is reviewed and routed to the appropriate Team. The Team then becomes the owner of the ticket, and a technician from the Team will be assigned to the ticket. They will then reach out to the client to work on a resolution.

The University Life Technology Services Account Management Portal can be accessed by designated Staff members who have been approved by their supervisor by clicking on the Account Access link on the website. Here new user accounts can be provisioned, and accounts renewed, or retired when a person leaves University Life. A new user must first have a PennKey before a new account request can be submitted. During a new account request, additional access to software, WordPress, remote access, and other special configurations can be submitted. Technology Services requires all access needed be requested on the new account page using the drop-down menus and fields so that the account can be provisioned with the proper access needed. Once a new account is requested and provisioned, an End User Support Team member will be assigned to contact the user and help onboard them. During this onboard process, all user access that was requested will be verified. **It is important that all the access required by the user is provided in the new account request or it will not be set up**

Workstudy Accounts: When a workstudy account is requested, an expiration date for the account is required. Expiration normally corresponds to the end of a semester or term. Once a workstudy account is expired, it can then be renewed using the Account Management Portal and a new expiration set.

Account Retirement: It is also important to submit an account retirement request when a Staff member leaves University Life. This request is also done through the Account Management Portal. Similar to the new account request, Technology Services requires that all access that needs to be disabled is included, such as special software, applications, web access, group emails, etc. If access is not removed or missed, it can pose a security threat to the Division. In the case of termination which requires immediate deactivation, a call to the Technology Services Emergency Line can be made after submitting the ticket to expedite the process.

***All Account Management Requests can take up to 24 hours to process. Once an account is created, the onboarding process can take 1-3 days. Please submit requests accordingly***

In order for a computer, phone, or other device to connect to the University Life network, it will need an active port and IP Address. Port activations can be submitted through the Request Help Portal and will require the port identification from the tag on the port (ex. FKB200-1-U1), and a budget code for the activation and service charges. Technology Services then works with ISC to get the port activated, which can take up to 10 business days. Please keep this in mind when requesting port activations and plan accordingly. Requests for IP addresses can also be submitted through the Request Help Portal. These are managed by University Life Technology Services and can be provided within 3 business days. If you have an event where multiple IP Addresses are needed, please allow 7 business days for the addresses to be set up.