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Information Services is excited to introduce the SelfService component of our current support program, an addition which will help us to better serve the needs of the Bryn Mawr College Community. The new system will allow you to take a more active role in making sure that your technology problems will be solved in an effectual and timely manner. Now, you will be able to:
- View any current (campus-wide) problems
- Log a new incident
- View logged incidents
While you will still be able to contact the Help Desk by phone or email, we encourage you to try out the new SelfService feature by going to https://support.brynmawr.edu/sw/selfservice/ and logging in to report a problem. Of course, you can still submit your request by calling the Help Desk at 610-526-7440 or sending an email to help@brynmawr.edu, and then log in to SelfService to check on the status of your request.
Since this is a brand-new service and may still have a few kinks that need to be worked out, we would love to hear any feedback from you. Please don’t hesitate to call the Help Desk with any questions about using SelfService Help Desk.
Logging In
To log in, simply enter your Novell username and password. For Faculty and Staff, this will usually be the password you use to log in to your computer. For Students, this refers to your login for public lab computers and NetStorage.
If you have forgotten your password and/or username, or if you do not have a Novell username and password, please contact the Help Desk at 610-526-7440 or send an email to help@brynmawr.edu.
 Once you log in, you will be taken to the home screen of the SelfService Help Desk. From here, use the buttons across the top of the screen to log incidents (a.k.a “tickets”), view existing incidents, get help using the system, or log out. To return to this page, simply click on the home button in the top navigation bar.
Viewing Campus-Wide Known Problems
On the home screen, you can also view a list of current “issues,” wide-spread incidents which impact the community at large. This can be a problem or outage for a particular building or service, or for all of campus. These issues are listed on the right hand section of the “home” screen under the heading of “Known Problems", and will be updated periodically as work progresses:
Logging New Incidents
 To report a new telephone, computer, or printer problem, click on the “Log A New Incident” button. (Note: logging a new incident is not necessary if you have already contacted the Help Desk to report the problem)
On the form that appears, use the drop-down menus to select the choices that best fit your problem. There is also a space for you to add a description of your request, including any details that you think would be helpful in assessing and resolving your problem. When describing your problem, try to be as specific as possible: What computer are you using? What is its Bryn Mawr asset number? Which programs are you using? What does the error message say?
The more details we have, more accurate our initial assessment can be. Please keep in mind that as with an email or voicemail sent to us, if you don't provide enough detail in your message, there may be a delay in resolving your problem until we can contact you directly.
Viewing Logged Incidents
 Once you have successfully logged an incident (either by entering directly or by contacting the Help Desk by telephone or email), you will be able to view the status of your ticket at any time. There are two ways in which you can view your logged incidents: either click on the “Logged Incidents” button on the navigation bar, or click on the number of open incidents listed on the right-hand status section of the “home” screen under the header “Open Incidents” (below).
The ability to view existing incidents has been requested by many community members in recent years. This section will allow you to view all of your open calls and check their status.
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