Technical Support Helpdesk

If you are affiliated with Luther Seminary and are experiencing a computer or telephony related issue and you do not have access to email, call helpdesk at 651 641 3462. The computer services department supports and maintains Luther's servers, staff and faculty desktops and laptops and its telephone system. This department helps students connect, wired and wirelessly, to the Luther network.

If you do have email access, please send a separate email for each issue. This allows us to track and resolve each issue separately. For computer-related problems send email to helpdesk@luthersem.edu. For problems related to the seminary phone system, send email to phone@luthersem.edu.

If an issue is particularly urgent or important, please send an email and call. An email can be more effective than a phone call because an email to helpdesk automatically creates a trouble ticket that can be accessed by all technical support personnel. Tech support personnel use request tracking software that monitors each issue until it is resolved. Replies regarding each issue are sent back to you. You can send email to helpdesk from any working email account. It does not need to be sent from the computer or email account that is problematical. By contrast, voicemail messages may be inaudible or may lose something important in transcription.

Until an issue is resolved, it’s best to reply to an email that you receive from helpdesk regarding that issue, rather than creating a new email. Doing this keeps all of the information for that issue in the same record in the helpdesk tracking system. Your replies will be acknowledged as time permits. If you receive an email that an issue has been resolved, but it has not been resolved to your satisfaction, replying to that email will revive that trouble ticket.

In many cases, helpdesk personnel will be able to refer you to a website with detailed instructions to help you resolve the issue yourself.

Please include the following when reporting computer/phone issues:

• A clear, concise subject line. For example, “Bob Smith's computer LSL-05-X123 will not start” is more useful than “Please help!”

• A description of the problem, and any history, such as what hardware and software you were using and any error messages that displayed

• The white asset tag code on your computer, if it is owned by Luther Seminary (e.g. LS-06-0ABC, or LSL-05-X123)

• How important or urgent the issue is, and why it is urgent or important

• Your name and affiliation with the seminary (student, alumnus, staff, faculty, former faculty, former student, etc.)

• Your student ID, if applicable

• Your current location, address, or department, if relevant

• Your phone number(s) or campus extension

• Your Luther email address (and/or an alternate working email address)

PasswordProblems

For issues relating to Luther Seminary passwords, please see:

https://wiki.luthersem.edu/bin/view/TechnologyHelp/PasswordProblems