Self-Help: Getting the Answers You Need

When you get stuck on a technical problem, you are empowered with a number of resources to help you find the answers you need. Try working your way through the self-help resources below, before requesting IT help. Even if you can't resolve the issue completely on your own, you may be able to provide your IT support with the information they need to resolve your issue faster!

Searching for Help

• Get to know the terminology your software application uses for the menu commands, buttons, etc. and so that you use the correct terms in your searches. (Examples: Ribbon, Quick Access Toolbar, wizard, etc.)

• Start by using the Help files of the application in question to see if you can find your answer. Then widen your search to other sources. (Often training documents end up being recopied versions of your applications help files. An application's Help files may be a better source because they are the same version as the software itself and are indexed for searches.)

• If you can't find what you need in the Help files, widen your search to other sources, like the HelpDesk Community Hub, the ITS Knowledge Base, and Google.

Troubleshooting Strategies

• Identify the date and time of you noticed problem as well as anything that may have changed since then.

• Copy the full text of the error message (if any). If possible, take, save, send and/or print a screen shot of the problem. (ALT+PRINT SCREEN to get the screen shot and then CTRL+V to paste it into an application.)

• Try quitting the application, clearing your cache and closing your Web browser (if it's a Web application) and/or shutting down your computer.

Requesting IT Help

• Know and use the correct terminology that the application uses (Examples: Oracle Calendar instead of Oracle, the Ribbon, Quick Access Toolbar, dialog box, wizard, etc.)

• Describe the troubleshooting steps you've already taken, so that no extra time is spend repeating these steps. Include the full text of any error messages and send copies of ant screenshots if possible/applicable.

• Describe how to duplicate the problem step-by-step. Don't assume the person helping you will figure it out; you may hold up your resolution while he/she plays phone tag with you!