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IT Policy

Requesting service

To respond to technical service requests, the CNR IT staff uses an automated service call tracking system (Service Now). CNR faculty, CNR staff, and CNR graduate students who have technical needs are encouraged to email us.

Note that our CNR Help email address is not an individual email account. Rather, an email submitted to this address automatically generates a service call within the Service Now system. Because the entire CNR IT staff monitors Service Now, we are able to respond to your needs more quickly.

Many other IT organizations across our campus also use Service Now. As such, when service requests are best addressed by a different IT group on campus, the CNR IT staff is able to redirect your request efficiently.

Finally, Service Now maintains a worklog which facilitates an ongoing and detailed description of your technical needs. These worklogs are recorded, so should related problems emerge, IT staff can review and make reference to other technical service requests.

If you have a service request, question, comment, or concern please email us.

Note that on-site services are provided between 8:00 am and 5:00 pm Monday through Friday on days that NC State University is open. Although after hours email support via Service Now may be exchanged, this is not an officially provided service. Telephone support is not available outside standard working hours listed above.

Equipment reservation requests

In order to request either the Polycom Videoconferencing Unit or the standard Polycom Speaker Phone for your next meeting or event we ask that you use our reservation request webpage which you can find here:

CNR Equipment Checkout Request

The equipment will be lent out on a first-come first-serve basis and we request that you provide us with at least 48 business hours of notice. For your meeting or event assistance will be provided for setup and troubleshooting as well, of course.