There are several ways to contact the Help Desk to report a problem.

• To automatically create a ticket ready for routing, gwi.support@nebraska.gov
• Telephone - (402)471-4636 or 1-800-982-2468
• E-Mail - cio.help@nebraska.gov (this can be used for informational purposes. Information following an existing ticket or no ticket would be required.)
• EUD (End User Desktop) allows clients to submit and monitor their own tickets. A Lotus Notes client is required to view existing tickets. http://imsapp01.ims.state.ne.us/gwisoft/gwi0121.nsf/fraContentNoBanner?OpenFrameSet

Telephone calls are routed through an ACD (Automatic Call Distribution) forwarding each call to the next available coordinator. Contacting the IT Services Help Desk via telephone continues to be the best way to report a problem which requires immediate attention. Disruptions of service that could affect many loctions may be recorded on the preceding message.

E-Mail requests are considered to be a lower priority allowing 10 business hours for us to respond to them. The DASIMS HELP userid is a good way to report lower priority issues that don't require immediate attention. Remember to include everything we need to know about your problem so a quick resolution is capable without interruption to your business day.

When calling the Help Desk...

• Please give us your name, location and extension.
• Identify the device, software package and platform.
• Check your screen for any error messages that may help us determine the cause of the problem.
• Give us an estimated time duration when you are experiencing a response time problem (10 seconds, 2 minutes, none).
• Be prepared with the model number and serial number of the failing device for hardware related problems.