IT Department

Help Desk News:

Assistance During Closure

The IT Help Desk telephone line at 619-209-4357 (HELP) is working and agents are on duty during normal business hours (7am - 5pm, Monday - Friday) to take your calls.

You can also submit requests for assistance through the District's self-service portal to the online Cherwell ticketing system at https://sdusd.cherwellondemand.com/.

Additionally, you can email your request for assistance to us at helpdesk@sandi.net and our Cherwell system will automatically turn your email into a Help Desk ticket. Please make sure to include your name, employee ID, and a telephone number where you can be reached.

Please note that Help Desk agents are working remotely and the capabilities of agents to provide technical support may be somewhat limited.

Thank you for your understanding.

Device Retirement (This policy has been suspended during the closure)

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 ticket Online using Cherwell Service Management

With a browser like Internet Explorer, Chrome or Firefox, you can submit a new Help Desk Ticket, or check the status of an existing ticket, any time via Cherwell Service Management at...

https://sdusd.cherwellondemand.com

• See instructions on how to report an issue in Cherwell CSM

• See instructions on how to report an issue for someone else in Cherwell CSM

• See instructions on how to view your open tickets in Cherwell CSM

• See instructions on how to change your password in Cherwell CSM

Please create 1 ticket per computer for equipment hardware issues. Each ticket 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

A new menu of SELF-HELP topics for TEACHERS can be found here...

Self-Help for new teachers

Contact the HELP 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:

• Your Employee ID,Phone Number, and extension (If calling for, or about a student, have the student's full name and ID)

• 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).

• For login or password issues, please be at your computer.

• Your case #, if you are calling about an existing ticket.

• Note: If the School Network (Internet) or School Phone System is down, please contact the Help 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: