Call intake

What exactly is happening?

Not 'it's broken'. What did they do, what did they expect, and what happened instead — including the error message word for word.

Where is the user?

On campus or off. Which building and room, if it is a physical or classroom issue.

When did it start?

And whether anything changed around that time — a password change, a new device, a software update.

What were they trying to accomplish?

The underlying goal often has a faster route than the one they are stuck on.

How is the problem occurring?

Every time, or intermittently? On one device or all of them? For them alone or for colleagues too?

Who is the user, verified through the approved process?

Which username are they using?

Ask them to spell it. Do not infer it from their name.

What role or roles do they hold?

Student, faculty, staff, alumni, guest — and remember a person can hold more than one.

Which account is the problem on?

Only when the user has more than one Adelphi account

Never assume. A student-plus-employee user having trouble with their work account is a completely different path.

Which system are they trying to reach?

Callback number captured?

Asked for a second number?

Only when only an office number is on file

Gives the Help Desk another way to reach them if the issue outlives the call.

Department noted?

Device type, and university-issued or personal?

Property tag recorded?

Only when the device is Adelphi-owned

The five-digit number on the 'Property of Adelphi University' tag.

Checked the user's history in Footprints?

Someone may have already solved this, or already tried what you are about to try.

Has this happened before?

Is anyone else experiencing it?

Is there a class, meeting, or deadline in play?

This changes how you communicate and whether it needs escalating now rather than later.