GSU Tech Help phone 404-413-4357
email: help@gsu.edu
Certain issues should not be referred to the GSU Help Desk, but the Library Help Desk, accessible through the Intranet. These include issues with a patron's library account and trouble accessing library resources.
For Patron Account issues, refer the patron to their preferred circulation desk or the circulation desk at the library owning the problem item.
For issues about Accessing Library Resources, here are some troubleshooting tips
1. Ask the patron if they are on or off campus. If on campus, which campus? (Some databases are not available at Perimeter campuses. See the database descriptions in the Databases A-Z list for special instructions.)
2. Ask for the citation of the item they are trying to access and see if you can access it.
3. Verify the patron is currently enrolled/employed and (if possible) that their library account is current.
4. Ask the patron about the path they took to get to the item. The preferred method is through the library homepage. There will likely be issues if they try to get in through Google or by Googling the database name.
5. Have them try a different browser.
If none of these things work, place a ticket in Library Help System, accessible through the library intranet. You need to place this ticket, so do not refer the patron to the Library Help Desk.
To Place a Help Desk Ticket:
1. Go the Library Intranet and click on Help Desk
2. Choose the appropriate Topic from the dropdown. (For database issues, choose "Electronic Resources.")
3. Fill out the required information, including the patron's name and contact information. If appropriate, copy and paste the chat transcript.
