Since centralizing information technology across campus, the Division of IT is using the Cherwell ticketing system to manage support requests. When a support request is received, ALL members of the CAFNR IT staff are notified of the request. It is likely your local IT person will assist with the ticket, but if someone is busy or out of the office, any member of the team may be available to assist. The best ways to request ticket creation includes:
- Call the MU helpdesk at 573-882-5000. This will put you in contact with a live person who may be able to directly assist with your problem. If they cannot resolve your problem, they will elevate the problem to CAFNR IT or another appropriate group for follow-up. The help-desk has some after hours support so this could be a good option for assistance on evenings and weekends. Hold times vary greatly depending on the academic calendar and system wide IT changes.
- Email firstname.lastname@example.org (MU EVA Help). Messages are sent to a shared mailbox and tickets are created and assigned as they come in.
- Report an Issue using the DoIT self-service portal (help.missouri.edu). Reporting an issue will create a ticket that will get directed to CAFNR IT for follow-up.
- Live Chat using the link found in the top right corner of the DoIT website (doit.missouri.edu). If the tech at the other end is unable to resolve your problem they will create an IT ticket.
When requesting assistance be sure to include the location and name of the computer that needs attention and the name and current phone number of the individual needing assistance. You can locate your computer name by searching for “computer Information” from Software Center and press Install, Reinstall or View and wait for the information window to pop up. Many of the phone numbers listed in the university directory are outdated and having current information is helpful for the IT staff.
Once a ticket has been created, you can check the status of your ticket by signing into the DoIT self-service portal (help.missouri.edu) and selecting “My Items” form the gold menu bar. If you would like an update on your ticket, select the ticket title and “Send the Team a Note” to request an update or to supply additional information.
Helpful IT websites
CAFNR IT: mycafnr.missouri.edu/services/cafnr-it/ – This site includes CAFNR IT staff contact information, basic IT policy, classroom technology information, etc.
DoIT Self-Service Portal: help.missouri.edu – You can “Search Help” for help articles (do not use the Quick Search), Reset Password, Request Services (such as software purchase) and Report Problems.
DoIT: doit.missouri.edu – Helpful information for “New Students” and “New Employees”, link to “Live Chat” with helpdesk staff, and links to many helpful resources related to information technology.