Call the Administrative Information Systems (AIS) Help Desk at (310) 206-6951, or send an email to helpdesk@ais.ucla.edu.
Referrals | Services | Connectivity | Output | Hardware | Software
Purpose
The AIS Help Desk was established to provide campus users with information and technical assistance for all centrally-administered applications and services. The Help Desk has been strategically placed on the front line to offer a patient, concerned and informed ear to users. It is designed to be the first and last point of contact for all service issues. Our primary goal is to be available to provide effective, comprehensive consultation and assistance to all users. All calls are logged and pursued until we reach a resolution and our customers are satisfied. During non-HD hours, a recorded greeting will notify callers of the regular Help Desk business hours and offer them the option of being transferred to the Operations if they have informational questions or general concerns about AIS TSO, OASIS, QDB or other AIS services. Service requests are analyzed to determine the correct resource for resolution. When it is determined that the problem is related to AIS systems, (e.g., resetting a password or a malfunctioning application), the Help Desk will resolve any problems it can and notify the correct functional group within the department when a referral is needed. Where it is determined that the problem is locally-based, (e.g., not being able to get in to a LAN or not receiving email), users are referred to their department's Computer Support Coordinator (CSC) for assistance.
Services
Access - The Help Desk can not grant any function access. This is the responsibility of Access Services and DSAs.
- The Help Desk assists users in understanding and completing the process for establishing individual access.
- The Help Desk consults with users who have access problems to help them determine the correct resource for resolution.
Password Assistance
We are sensitive to the fact that many users have several passwords to track. The Help Desk will resolve password problems as quickly as possible.
System Status Information
- OASIS problems are handled as follows:
- If all or any portion of the system is unavailable, users are greeted with a system status update message at the bottom of the primary OASIS menu screen when they log in. Help Desk adds, updates and deletes these messages as needed.
- Computer Support Coordinators (CSCs), UCLA Help Desks, Departmental Security Administrators (DSAs) and members of the Systems Support list will be notified by email of known or scheduled outages, e.g., weekend outage of a system at least 24 hours in advance, and messages will be posted on the OASIS main menu screen for all OASIS users to see. It is the responsibility of these key staff to forward system status information to their user community. Users who have questions about systems status should consult the CSCs before calling the Help Desk.
- Unanticipated outages will be reported to CSCs and the Systems Support list as soon as information is available and a message will be added to the OASIS main menu.
- QDB problem notifications are handled via email and updated on the QDB homepage.
Connectivity
Help Desk answers questions that pertain to AIS connection protocols, general local and end-user questions. Callers will be interviewed to determine the nature of the connection problem. Users needing connection software such as TCP/IP or if the question is local to the user's department will be referred to the appropriate CSC. Connectivity concerns that require the support and expertise of our staff are documented, forwarded to the appropriate staff, monitored by the Help Desk and closed upon complete user satisfaction.
Output The Help Desk has resources to answer calls which relate to AIS system-generated output only. Callers will be referred to the appropriate CSC for any other output concerns or problems. Any output requests scheduled to be printed by AIS that are not delivered in a timely and appropriate manner should be reported to the Help Desk for immediate investigation. Some output is printed on individual department printers linked to AIS VPS (VTAM Printer Support), a system outside of AIS, which can be tracked by Help Desk staff if output is generated by an AIS system (such as IDOCs from the Personnel Payroll System).
Hardware Desktop and local printer hardware problems are generally the responsibility of the user's department and should be addressed to the local CSC, unless the user has a dumb terminal or printer directly connect to AIS. Only AIS staff and users with direct connections should contact the Help Desk with desktop and local printer hardware problems.
Software The AIS Help Desk should be contacted only for technical problems directly related to an AIS application. Users will be referred to the appropriate help desks, listed below, for functional assistance. - PAC Help Desk - (310) 794-0197
- BruinBuy Help Desk - (310) 794-6013
- Payroll Hotline - (310) 794-8752
- External Affairs Help Desk - (310) 794-3400
- MCCS Help Desk - (310) 825-0721 for medical related programs and/or data
All other software problems should be forwarded to the appropriate vendor or to the local CSC.
| 
