TechHelp

TechHelp is the Office of Technology Services (OTS) online system for requesting support, asking questions or providing feedback on TU’s technology-related topics.

Coming Soon

A new and improved TechHelp is on the way!

On June 13, TechHelp will be updated to a new, easy-to-use and modern online service request and knowledge management system. 

About the Project

TechHelp is being upgraded from SolarWinds (OTS' current online ticketing system) to TeamDynamix. The campus-facing name “TechHelp” is not changing and you'll still be able to access through techhelp.towson.edu. 

KEY BENEFITS

  • A modern and improved digital experience: the new, more intuitive system is easier to navigate, make requests and report issues, plus it’s easier to search for help and instructions.
  • Simplification: the number of support platforms will be reduced and the campus will have improved visibility of ticket status.

TIMELINE

This improvement will roll out in phases:

  • June 13: Initial launch of the service desk (online service requests/ticketing) and service catalog.
  • June 14-end of August: Rollout of the knowledge base and continued improvements based on feedback.
  • Fall 2022: Service dashboard (outages, alerts) and ongoing development of knowledge base.

Questions?

 the project team.

How does TechHelp work?

TU students, faculty and staff can submit a technology “service request” to our help center, 24/7. OTS staff will reply or make updates to requests within four hours during business hours: see Faculty/Staff Help Center and Student Computing Services hours. You can follow the status, including steps taken to resolve the issue, or service request history by logging into TechHelp at any time. 

How to Complete a TechHelp Service Request before June 12

Service requests are initiated by your role at TU (student or employee). All supported technology services are categorized into specific groups, and are presented in a series of drop-down menus. Once selected in the TechHelp system, add details to the text field, and attach optional documents that might be helpful in addressing your request. Here are the steps:

  1. Access TechHelp at techhelp.towson.edu.
  2. Login with your TU NetID and password.
  3. Select your Request Type (your role: employee or student) from the dropdown.
  4. Choose a general category from the list of fields that appear.
  5. Continue following the drop-down fields until you have selected the correct category. If you’re not sure, choose the topic closest to yours, and the Help Center staff will re-route if necessary.
  6. Enter a description of your issue, question or request in the Request Detail field.
  7. Add other people to the service request using the Carbon Copy (CC) field.
  8. Click Add File if you have a document or screenshot that would be helpful to include.
  9. Choose your location.
  10. Click Save. Your service request will be entered into the system and you will be provided with an email summarizing the request.

Check the top five topics before starting

Your request topic (and appropriate solution) might appear on OTS’ top five service request list. Review the topics before completing a service request to save time and effort.

Top Five Service Requests

Go to towson.edu/netid. Select the option for "Reset password."
  1. Navigate to blackboard.towson.edu.
  2. Login with your Towson University NetID and Password.
  3. Enter the course that contains the content you'd like to copy.
  4. On the left hand side under your course management menu, click Packages and Utilities.
  5. Select Course Copy.
  6. Under “Select Copy Type,” choose Copy Course Materials in to an Existing Course.
  7. Next to “Destination Course ID” click Browse. Select the course you'd like to copy your current course in to.
  8. Click Submit.
  9. Choose Select All under “Select Course Materials.”
  10. We suggest scrolling down to Discussion Boards and choosing Include only the forums, with no starter posts. Choosing this option brings only the Forum and leaves out student’s individual posts.
  11. Click Submit.

If these steps are not the solution to your problem, clicking Faculty or Students will enable you to enter a techhelp service request directly.

  1. Click the File tab, and then click the Info tab in the menu.
  2. Click Automatic Replies (Out of Office).
  3. In the Automatic Replies dialog box, select the Send Automatic Replies check box.
  4. If you want to specify a set time and date range, select the Only send during this time range check box. Then set the Start time, and then set the end time.
  5. In the Inside my organization tab, type the message that you want to send within your organization, and in the Outside My Organization tab, type the message that you want to send outside your organization.
  6. Click OK.
  7. If you selected the “Only send during this time range” option in step 4, the Automatic Replies (Out of Office) feature will continue to run until the date and time set for the End Time in step 5 is reached.
  8. Otherwise, the Automatic Replies (out of office) will continue to run until you repeat step 1 and select the “Do not send automatic replies” option.

If these steps are not the solution to your problem, click here to enter a techhelp service request directly.

Forward the email to .

Faculty/Staff using Outlook:

  1. When you open any message, you will see a Report Phish button to the far right of the ribbon.
  2. If you suspect that the current email is a phishing attempt, click the Report Phish button. A side panel will appear to the right of the message.
  3. Click the Report Phish button. The email will be deleted, and TU's Information Security team will be alerted to the possible attempt.
  1. From your Wi-Fi settings screen, select tu-secure as your network access point.
  2. Enter your TU NetID & Password.
  3. The Certificate window will appear. Select Trust to finish joining tu-secure.

If you are still having trouble connecting to tu-secure, resetting your network settings or manually setting up wifi may be the solution.

If these steps are not the solution to your problem, submit aTechHelp service request.