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GoldAnswers knowledge base shines new light on self-support tech service

Whether you’re seven hours into a term paper or halfway through creating a course syllabus, there’s never an opportune time to need tech support. But troubleshooting on your own is a speedy way to resolve computer issues, and ITaP offers helpful do-it-yourself resources.

Now you can swiftly service and remedy an incident on your own, around the clock and from any location with Internet access. ITaP — Purdue's central information technology organization — offers a broad overview of fixes for common Windows or Mac system and application errors. Tens of thousands of solutions to more detailed questions await you at Purdue’s GoldAnswers.

Quick and thorough, GoldAnswers is a global knowledge base with Purdue-specific information built into its content. GoldAnswers includes solutions, tutorials, videos and tips on everything from myPurdue to Mozilla, OnePurdue to Outlook and countless other vendors.

“The biggest bang for our buck on self-service is GoldAnswers,” said Dwight Snethen, director of ITaP’s customer service and quality assurance.

On its homepage, GoldAnswers allows users to search by question or keyword, maintains a log of FAQs and top solutions (such as how to reset Career Account passwords and how to map a Career Account directory using Windows XP) and includes important announcements about ITaP services. A best practice when searching a knowledge base is to include at least three keywords.

If a fast fix eludes you through GoldAnswers, open an incident ticket with ITaP customer service. Use a Web form, send an email, call 49-44000 or visit STEW G-65 from 7 a.m. to 8 p.m. Monday-Thursday, 7 a.m. to 6 p.m. Friday, and noon to 6 p.m. Saturday and Sunday (excluding University holidays).

Creating an incident ticket helps both you and ITaP keep tabs on your issue. Help-desk representatives often resolve requests during the initial contact. Sometimes, another party inside, or outside of, ITaP will be consulted. A product vendor also might become involved.

Whether a concern starts and ends with a user, or if a dozen people chip in to help, ITaP assuredly resolves computer inconvenience at Purdue.

“At 3 a.m., if you have a burning question on myPurdue, you can find that info on GoldAnswers, and customer service represents ITaP well,” Snethen said.

Writer: Nick Rogers, technology writer, Information Technology at Purdue (ITaP), (765) 496-8204, rogersn@purdue.edu

Last updated: July 9, 2009