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ISC Provider
Desk Frequently Asked Questions
Service & Support
- How can I reach Networking to report an emergency
outage when ProDesk is closed?
- I sent email on Friday afternoon, but didn't hear back from
ProDesk until Monday morning. What happenned?
- I submitted a request for a port activation or install
from ISC Networking via the web. How come ProDesk doesn't have a record for
this request?
- How can I find out if any activity has occurred on my case?
- I opened a case with ProDesk, but now I'm getting calls about the case from
someone who doesn't work for ProDesk. What's going on?
| Q: |
How can I report an emergency Network outage when ProDesk is closed? |
| A: |
In the event your organization experiences an outage of critical Network
infrastructure during non-business hours (nights and weekends), you can
issue a page to an on-call Networking technician by calling ProDesk
and following the prompts.
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| Q: |
I sent email on Friday afternoon, but didn't hear back from
ProDesk until Monday morning. What happenned? |
| A: |
As part of our S.L.A. to the Penn Community, ProDesk guarantees
response to your email within an hour of our receiving it. To meet this
service level, ProDesk staff monitor email on a nearly continuous basis
during our normal hours of operation (Monday through Friday from 9:00
AM to 5:00 PM). However, during times of high volume, email sent to prodesk@isc
after 4:00 PM on Friday may not be responded to until Monday morning.
We encourage you to contact ProDesk via telephone in instances when
you require immediate response. |
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| Q: |
I submitted a request for a port activation or install from
ISC Networking via the web. How come ProDesk doesn't have a record for
this request? |
| A: |
When you submit a port installation, activation, or
deactivation request through the ISC Networking and Telecommunications's
online form, your request is sent directly to the Network Operations
Center (NOC). Rather than creating a ticket in the ProDesk's ticketing
system (Remedy), NOC team members track your request in an in-house
request system set up specifically to assist the technicians who complete
your port requests.
To track progress on port requests made online, contact
N&T's Customer Service team at
service-requests@isc.upenn.edu
or 746-6000 for the most up-to-date information.
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| Q: |
How can I find out if any activity has occurred on my case? |
| A: |
ProDesk can review the work log of any case that
is submitted in Remedy. Please feel free to call us or write to us anytime
you would like to receive an update of the activity on your case.
We can locate the case by searching for the Case ID or by searching for
name of the person who requested the case be opened with us. |
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| Q: |
I opened a case with ProDesk, but now I'm getting calls about
the case from someone who works in Networking. What's going on? |
| A: |
ProDesk staff provide intake for several groups within
ISC. While your original contact may be with ProDesk, once we route the case,
subsequent correspondence will come from the group who owns the case
(eg. ISC Network Operations, ISC Net Services, etc.).
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