TechHelp

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

Project Underway

About the TechHelp Project

TechHelp has been an updated, easy-to-use and modern online service request system. Ongoing efforts continue to enhance features and develop the knowledge base.

KEY BENEFITS

  • A modern and improved digital experience: the new, more intuitive ticketing system is easier to navigate, make requests and report issues. The knowledge base will make it easier to search for help and instructions, and allows the Office of Technology Services (OTS) to maintain and share the most current versions of how-to articles for using TU technology.
  • Simplification: reduced number of support platforms, improved ticket status visibility and ease of sharing relevant articles through tickets. 
  • Streamlining: submitting technology support requests and searching related resources in one place: techhelp.towson.edu.  

TIMELINE

  • June 13: Service desk (online service requests/ticketing) and service catalog went live. 
  • Late fall 2022: Rollout of the knowledge base.
  • Throughout 2023: Continued improvements. Stay tuned for info.

Questions?

Submit a TechHelp service request with general questions. the project team with project-related questions. 

How to use TechHelp

TechHelp has a mobile-friendly and responsive design making it easy to use from any device. Follow ticket status, including steps taken to resolve the submitted issue, or service request history, by logging into TechHelp at any time. You can search the services without logging in but will need to use your TU NetID and password to submit or see a previously submitted ticket. 

Navigate to techhelp.towson.edu to launch TechHelp. From here you can:

  • Select an appropriate action button to open a new ticket, view an existing ticket, or manage your NetID. When you click “Open a Ticket,” you’ll see icons and categories with descriptions to help you select the service you need. Once selected, click “Open a Ticket” to launch the online form and complete all fields before submitting.
  • Access support Help Center contact info. You’ll see details for directly contacting our help desks for more urgent needs including Student Computing Services, the Faculty Staff Help Center, Blackboard and Telecom (phones). You can also contact a help center for TechHelp-related questions.
  • See important TU IT-related news: OTS will post news here like project dates that affect the campus.
  • View helpful modules for quick access: see a list of your recent requests, plus popular and your recently visited services.

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.
  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.

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.