If you have a class in progress and experience computer, printer or presentation equipment problems, call our service desk immeadeatly at extension 813.6600 or by just picking up the classroom phone. When the police dispatch answers, ask to be transferred to the OTS service desk.
To request presentation equipment for a class or meeting, call ext. 813.6600 or use our electronic request form at least one day in advance.
For your office needs (computers, printers, phones etc.), call ext. 813.6600 or use our electronic request form.
To request multimedia, programming or design services, call ext. 813.6600 or use our electronic request form.
For training requests or inquiries, visit our IT training website at my.lonestar.edu
For questions or general information, contact the Service Desk via email or phone.
Note: The Service Desk knows which technicians are in, and what the current work load of each technician is. It also allows your request to be directed to the correct technician responsible for the specific service you are asking for. If you call a technician directly, your problem may not be addressed promptly if the technician is out at that time. We have had cases of this happening and work orders needing immediate attention not getting resolved for a few days due to the direct call.
The OTS Service Desk
Our Service Desk is the central point of contact for all OTS services on campus. A Service Desk representative will take your call and either answer your question, or redirect your inquiry to the appropriate member of our staff.
Generate requests into work orders Assign priorities to work orders
Dispatch work orders Follow up on requests
Communicate work order status Maintain the A/V delivery schedule
Direct user to appropriate support District application support
Quality assurance Basic software & hardware support
The OTS work order ticketing system
Every time you make a request, the Service Desk generates a new work order. This work order is stored in our database for us to track from conception to completion. This system helps ensure that all requests are completed in a timely and effective manner.
Generating a work order
You may contact the Service Desk via phone, e-mail or live chat on our website, and a Service Desk representative will generate a work order for you. Or you can create your own work order by using our easy electronic request form.
Each ticket has a set priority depending on its urgency and impact on the campus. Each priority also defines the expected resolution time for each and are as follows:
Priority 1 15min 2hrs
Priority 2 60min(1hr) 4hrs
Priority 3 2hrs 8hrs
Priority 4 2hrs 24hrs
Priority 5 project - no restriction
Using our electronic request form to generate work orders
When you use our electronic form to create a work order the Service Desk is notified and you will receive confirmation e-mail. Please remember that it may take up to 3 hours for a self-service ticket to be process so if you have an emergency or need help right away, please call the service desk directly.
Simply fill out the form and click submit!