New IT Service Desk Ticketing System - Freshservice Starting June 3rd, 2024
We are excited to announce that IT will be transitioning from our old ticket system (Cherwell) to Freshservice. The new system provides a new modern and user-friendly portal for staff and students including:
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A simplified IT ticket submission process
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Self-service password resets
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Online knowledge base and self-service reference guides
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Track progress in real-time and receive updates
Check out Freshservice at https://sandiegounified.freshservice.com/
IT Service Desk - Extended Hours
As we prepare for the opening of the new 2024-2025 school year, the IT Service Desk will be staffed for extended hours support for district employees & families, during the weekends surrounding the first day of classes.
The Service Desk will be open to take your calls for technology assistance on the following Saturdays:
Saturday - August 10, 2024 (8:00am - 1:00pm)
Saturday - August 17, 2024 (8:00am - 1:00pm)
Please call us at (619) 209-HELP
IT Service Desk Information
The IT Service Desk telephone line at 619-209-4357 (HELP) is working and agents are on duty during normal business hours (7:00am - 5:00pm, Monday - Friday) to take your calls.
You can also submit requests for assistance through the Freshservice IT Self-Service Portal at https://sandiegounified.freshservice.com.
Additionally, you can email your request for assistance to us at [email protected] and our Freshservice ticketing system will automatically turn your email into a Service Desk incident. Please make sure to include your name, employee ID, and a telephone number where you can be reached by one of our Agents.
Device Retirement (This policy has been suspended at this time)
After an IT device has been in service at the district for 5 years, the IT department may remove the equipment or administratively disable it in order to keep the districts network secure, efficiently utilize the district's technology support resources, and reduce ongoing infrastructure and licensing costs to the district.
You can read more about device retirement at the following link...
https://www.sandi.net/itd/it-resources/security/device-retirement
Submit your incident Online using Freshservice
With a browser like Chrome, Firefox or Safari, you can submit a new Service Desk incident, or check the status of an existing incident, any time via Freshservice at... https://sandiegounified.freshservice.com.
Please create 1 Freshservice incident per computer for equipment hardware issues. Each incident may report multiple issues about a computer/equipment.
SELF HELP: Bringing Solutions Closer to You
For systems like PeopleSoft, Microsoft Office, PowerSchool, etc., we provide a variety of tips, FAQs, 'how to' instructions, and other self help aids at Self Help
Contact the IT Service Desk at: 619-209-HELP (4357)
Please listen as our phone options have changed
Hours: Monday through Friday, 7:00 AM to 5:00 PM
When you call us, please have the following information ready:
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Your Employee ID,Phone Number, and extension (If calling for, or about a student, have the student's full name and ID)
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For hardware issues, have the Model, Type, Serial Number or C-tag number, Room Number or Location of the equipment, cart slot number (if applicable).
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For login or password issues, please be at your computer.
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Your incident #, if you are calling about an existing incident.
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Note: If the School Network (Internet) or School Phone System is down, please contact the Service Desk by cell phone. (619) 209-4357
Older news
Wondering what to do with swollen or dead laptop batteries?
Click to read the District's Universal Waste Management Program
Employee Permit for Use of School Property
How Long Will It Take?
See IT's Operational Expectations and Service Level Agreements
Who To Call For Other Issues
The following systems and services are supported by other departments. Please contact them directly for assistance:
TOPIC
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DEPARTMENT
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PHONE NUMBER
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AERO
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Facilities Planning & Construction
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858-637-6241
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Board Docs (Board Agenda Items)
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Board Services Department
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619-725-5550
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Enrollment Drops
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Enrollment Options Department
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619-725-7153
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Enrollment Drops (LCI)
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LCI Program
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858-514-4710
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Enrollment Drops (Home Hospital)
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Home Hospital Program
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619-344-6435
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Exceed
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Special Education Department
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619-664-9527
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List Servs
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Communications Department
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619-725-5578
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QuickBooks
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Financial Accounting Department
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619-725-7742
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SAMS Help Desk
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Substitute Help Desk
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619-725-8090
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SD County SDIR
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San Diego County SDIR Support
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619-692-5656
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Sound Systems
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PPO Work Order Desk PPO Services Online Work Order
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858-627-7250
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SDUSD Status Page
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Check Systems Status |
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Website Problems
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Website Concerns Online Form |