TechConnect is a new system for reporting technical issues (called “incidents”) and requests. The TechConnect system is designed to allow your IT support staff to provide you with faster service and improved communication.

After submitting an incident or request, you will receive emails about who will be assisting you, as well as emails notifying you of all changes to the status of your incident or request. The majority of these emails will include links to the TechConnect Service Desk where you can check the current status 24 hours a day. As before, you may continue to submit incidents and requests via email or phone. In addition, you can also submit and check the status of incidents and requests via the TechConnect Service Desk. You may find that online submission is the most convenient and fastest way to get all the necessary information to your IT support group.

Your IT support group will remain the same. You can reach them at the same phone number and email address that you’ve always used. If you are unsure of which IT support group is assigned to you, please consult the Frontline Support Provider contact list.

Your IT support group will not change; the same technicians who have helped you in the past will continue to assist you.

An incident is the report of an issue while a request is something you need. For example, an incident might be: I can’t access my email, I can’t connect to the Internet, or I am unable to print. A request might be: I would like access to a server, I would like to have software installed, or I would like an account created. Behind the scenes, incidents and requests are handled differently, allowing for fast processing of each. That’s why it’s advisable for you to choose either incident or request, as appropriate.

Follow these steps:

1. Go to it.tufts.edu to access the TechConnect Service Desk.
2. Click Go to Service Desk in the Need Help section to display the login page.
3. Use your Tufts Username and Password to log in.
4. Click Submit an Incident.
5. Complete the fields on the form.
6. When you are finished entering information, click Submit.

Follow these steps:

1. Go to it.tufts.edu to access the TechConnect Service Desk.
2. Click Go to Service Desk in the Need Help section to display the login page.
3. Use your Tufts Username and Password to log in.
4. Click Submit a Request.
5. Select the appropriate request. If you’re not sure or don’t see your request, select “General IT Request.”
6. Complete the fields on the form.
7. When you are finished entering information, click Order Now.

You can check on the status of an incident or request in three ways:

1. Visit the TechConnect Service Desk 24 hours a day and click Open Incidents & Requests in the Check Status section on the right.
2. Open a notification email you’ve received for your incident or request and click the link provided.
3. Call your IT support group and speak with a technician about your incident or request. Be sure to have the incident or request number handy so the technician can easily locate the item that you’re calling about.

You will receive emails to notify you when:

1. your incident or request is received,
2. your incident or request is assigned to a technician,
3. each time your incident or request is updated as it is being worked on, and
4. your incident or request is resolved.

If you are satisfied and are not being asked to provide additional information, there is no need to respond to a notification. However, if you would like to respond, you have the option of using email, telephone, or the TechConnect Service Desk:

• To respond via email, reply to your notification email and the response will go directly to the assigned technician.
• To respond by phone, call your IT Support Group to speak directly with your assigned technician.
• To respond using the TechConnect Service Desk, click the link within your notification email and log in with your Tufts Username and Password. Your incident or request will appear on the screen. Add a note in the Additional Comments field, and then click the Update button.