George Fox University | Offices and Services | Institutional Technology | Tier2 Procedure

Beginning today, February 20, 2006, we are changing the way you will enter requests. Basically, new requests are not entered into PitStop and only mentors and Tier2 can take in hardware. Ghosting and CAC computer swaps are only taken in by a mentor or Tier2. The student will need to come back when they are available. Instead of entering a request in PitStop you will go to "http://www.georgefox.edu/offices/inst_technology/IMS/tier2.html"

Here you will complete the form with all the details of the request in the Summary of Problem field.
If you solve the problem then state that in the summary and submit the request.
If you can't solve the problem in 5 minutes contact Tier 2, put the name of the person you transfered the call to in the summary and submit the request.
If Tier 2 is not available, contact a mentor, put the mentors name in the summary and submit the request.

The flowchart below shows the process.



You will still have access to PitStop for clocking in, viewing your IMS requests and updating requests with actions (e.g. customer picking up their computer or calling in about the same request). After reading this any Tier 2 or Mentor can answer any of you questions.