HelpSU to shut down temporarily for system upgrade

BY BARBARA PALMER

The online HelpSU system, which allows campus users to electronically submit requests for help for a wide variety of technical or administrative support and services, will be unavailable this weekend while the system is upgraded.

The system is scheduled to be offline from 6 p.m. Friday, April 30, until 8 p.m. Sunday, May 2, said Valerie Beeman, campus readiness specialist for Information Technology Systems and Services (ITSS). The telephone support service (725-HELP) will be available, but calls won't be logged until Monday morning, she said. (A few departments have 24-hour support, which will continue, she said.)

The system upgrade will include a new HelpSU online form, which was redesigned to make it easier to use and more effective, she said. A new two-part system of describing problems and requests allows users to more narrowly define the kind of support they need so that requests go more directly and quickly to appropriate service groups, Beeman said.

This year, more than 180,000 online HelpSU requests will be routed to approximately 120 different service groups on campus, she said.

Although the new system is expected to result in a more efficient system, users can expect temporary delays as HelpSU consultants gain experience with the upgraded system, Beeman said. Almost every school and department, along with central business offices, uses HelpSU to provide local or campuswide support, she said.

The new HelpSU site and online request form's look has been posted on the current HelpSU site, http://helpsu.stanford.edu. Changes take effect on May 3.