Need Help?

Where to find us

Frequently Asked Questions

What is a ticket and how do I submit one? How does the ticketing system work?

To get help from the It Services, you may call, email us, or step by the office. Please note we do not fix personal devices.

​We use a ticketing program called GLPI (Gestion Libre de Parc Informatique) to track and respond to IT problems and manage them.

When should I send a ticket?

Do you have a question about technology? Is a piece of hardware or software not working correctly? Send us an email to let us help you find a solution to your technological challenges. ​

How does it work? ​

> Send an email to itservices@aup.edu  ​or submit a ticket using the University Helpdesk tool by going to https://helpdesk.aup.edu.

> We receive the ticket and assign it to the IT Services team member ​best qualified to help you out.

> Once a ticket is assigned, you will receive a response via email from itservices@aup.edu.

> In order to follow-up on the ticket or respond, just reply directly to the email sent by our Helpdesk tool on Outlook, like you would for any email.

> All correspondence concerning your ticket should be handled through email replies.