The ETS Call Center provides
technical support for your computer, network connection, phone, voicemail, software, and your various accounts and passwords. Many of the
answers to your frequently asked questions and other helpful information
are available on this web site. There are a lot of resources available
to you online, so explore the menu choices to the left for help. You
may find that many of your questions are answered there. Also, the ETS Notifications page is regularly updated with information about the latest viruses, status of the network, and systems availability.
In Fall 2011 Educational Technology Services (ETS) will implement a process to determine priorities of projects requested by users. A new Website called IT Technology
Projects explains the process and provides forms for users to use in requesting new projects. On this site, you can also review the status of projects that ETS is currently working on.
You can contact us via phone, email, or come by our office located at the back of the Learning Center on the De Anza campus. We will do everything we can to resolve your issue immediately. If
we are unable to directly resolve your issue we will escalate a ticket to the appropriate team of ETS
professionals, and track your issue to ensure prompt resolution and
If you would like to provide us feedback and take a short survey, please see: http://www.research.fhda.edu/cgi-bin/rws3.pl?FORM=ETSQuickSurvey
ETS Request Tracking System Replacement Project
Requests for Help from ETS:
We are on track to go live with a new ticketing/work request system on July 1, 2013. It is the DELL KACE system which has a web interface replacing email submission to firstname.lastname@example.org.
Project Goals and Objectives:
1. Replace existing request tracking system: DKHELP, which is no longer supported by the vendor
2. Easy to use and manage.
3. Provides visibility for the Requester.
4. Easy to use canned and custom reporting.
5. Integrated system that includes current computer equipment fleet information.
January-February 2013: Training
February-March 2013: Service Desk Configuration
March-April 2013: Internal ETS Testing
May 2013: Super User Testing
June 2013: Open Testing for all Staff and Faculty (includes Part-Time)
June 2013: Close all completed DKHELP Requests
June 30, 2013: Delete all TEST Work Requests
July 1, 2013: Go Live
July-December 2013: DKHELP Requests stalled or staying open for a long period of time, manually migrate to the new system