To best support the learning experience at St. Edward’s University, the Office of Information Technology (OIT) prioritizes classroom requests during business hours.
Review the following steps to submit your classroom support request. Following this guidance will help our support agents understand the nature of the issue and expedite your requests.
This article covers:
Find answers from our technical experts on the most common classroom issues in OIT’s knowledge base, support.stedwards.edu. OIT’s knowledge base has resources on everything from Accounts to Zoom. The questions and issues provided by our community are the building blocks of our knowledge base.
Use the contact methods below to submit a ticket during our business hours. We address cases in the order they’re received throughout the day. Outside of business hours, please refer to the resources on support.stedwards.edu or submit a case, and we will review your case on the following business day.
Follow these guidelines for an optimal service experience.
- Subject line: Provide concise, relevant information.
- Example: You’re in Fleck, room 400, and the clicker is not working. You already went through the troubleshooting steps to realize the batteries need replacing.
- Your subject line: Batteries for clicker in Fleck 400 need to be replaced.
- Ensure you include the following in the Body:
- Your name
- Any affected parties/persons
- Your affiliation with St. Edward’s University (e.g., staff, faculty, student, parent, etc.)
- Location (e.g., Fleck 401)
- A detailed description of the issue. Specifically, you may want to include:
- What issue you are experiencing
- When the issue started
- How you discovered the issue
- Images or screenshots, if possible
- Attempted troubleshooting steps you took before contacting OIT
If you're teaching in a classroom, you can use the classroom phone to call OIT support using the "Support" button.
- Note: This process is to report issues in a classroom, and you will be asked to submit a ticket by email if your issue does not pertain to your class.
Our support agents will respond to your ticket via email. Keep an eye on your inbox so we may troubleshoot your issue as soon as possible.
We understand how crucial a streamlined classroom experience is and how important it is for things to “just work.” But sometimes, the unexpected happens, and troubleshooting on your own can only get you so far. Here’s what happens when you submit a classroom support request to OIT and what you can expect from our experts in OIT:
- Your case is reviewed by our agents and sent to the appropriate queue.
- If our staff determines a classroom visit is needed, the classroom is inspected (same day if schedule allows). Then, our staff will determine if the issue requires a temporary or permanent solution.
- If the temporary solution is developed, and there is no disruption, you may continue as normal.
- If the temporary solution will disrupt or change the classroom experience, OIT will send an email to the faculty who will teach in the affected room(s). In addition, the Registrar’s office and school deans will be sent information regarding the issue.
- If the issue persists for longer than a day, we will work with the Registrar’s office to relocate your class.
- OIT will provide timely updates to those impacted throughout the disruption period until we come to a resolution. Upon completion, the parties mentioned will be notified that room functionality has been restored.
Note: Immediate in-person support is not an available option. OIT manages all requests through the aforementioned contact methods. Phone support was decommissioned in Spring 2020. If necessary, our support agents will coordinate an in-person or Zoom meeting with you.
OIT Support will work to provide replacement devices. However, limited stock is available.
To find an alternative teaching space, we encourage faculty to search 25Live for an available meeting space.
- Note: You do not need to reserve the room for same-day emergency classroom issues, as 25Live does not allow for same-day reservations. We encourage working with the Registrar’s Office for any semester room adjustments.
Thank you for your patience and continued cooperation.