IT Service Requests

There are 2 types of Service Requests that the IT Department currently processes.

1. Operation - This is defined as a service request that normally calls for some type of maintenance or issue resolution, which in turn, requires some level of diagnosis and restorative action.

Some examples of Operations are: password resets, system outages, email or internet problems, telephone outages, mal-functioning hardware, virus infections, etc.

To initiate an Operation Service Request you may use one of the following methods:

  1. Submit your request online by logging on to the FootPrints tracking system with your email username and password. Upon logon, submit a Quick Service Request -> Operation Request which is found on the left side toolbar.
  2. Email your request to helpdesk@kettering.edu and an Operation Service Request will be automatically generated. Please do not include any other email addresses in the To: or Cc: fields as that will cause the Service Request to not be generated. If you would like to have someone Cced on the request, include that in the body of your email and the Helpdesk staff will ensure that they are included when the Service Request is assigned. Also please make sure to email your request from your Kettering email address as emailing from an outside email address can interfere with the call ticket generation as well. You will receive an email confirmation of your Service Request.
  3. Call the Helpdesk at (810) 237-8324. Hours are: Mon through Fri 8am 5pm.
  4. Submit your request in person to the HelpDesk located on the 2nd floor of the Academic Building (2-340 AB). Hours are: Mon through Fri 8am 5pm.


2. Project - This is defined as a service that provides new or enhanced functionality to a system or application that either has not previously existed or that has been augmented to an existing system or application. This type of service requires IT management approval and some level of project management.

Some examples of Projects are: lab upgrades, new or enhanced report development, application or system upgrades, new website deployments, new hardware deployments, etc.

For more information on Lab or Classroom upgrades see:
The Software Installation Policy

To initiate a Project Service Request submit your request online by logging on to the FootPrints tracking system with your email username and password. Upon logon, submit a Quick Service Request -> Project Request which is found on the left side toolbar.