Report Problems

Requestor Information

Name e.g. First Last

E-Mail

Phone xxx-xxx-xxxx

Ext.

Location of Problem

Agency / Company

Address

Building / Floor / Room

City, State Zip

Problem Details

Problem Type

Specific ApplicationPlease select the appropriate application which you are experiencing issues with, if the application is not specified choose other and list the application where allowed.

User ID

Type of IDe.g. RACF, Active Directory, Novell

Type of hardwarepc, monitor, laptop, etc.

Tag # for hardware

Serial #

Make / Model

Are multiple users affected?

Yes
No
N/A

Name of software application

Can you browse to http://www.illinois.gov?

Yes
No
N/A

Can you browse to http://www.google.com?

Yes
No
N/A

What is the address of the site you are having problems with?e.g. http://www.illinois.gov/pages/default.aspx

What is the Phone Number?What is telephone number having the problem along with ext number?

What is the model number?

Circuit IDWhat is the circuit ID having the problem?

What is the ESN/MEID/IMEI or SIM number (if applicable)?

What is the user's IWIN username?

Site Contact Name

Site Contact Phone

Specific Users Name

Specific Users Phone

What are the hours of operations?

Time AvailableWhat is the time(s) that the individual will be available for callback?

Re-occuring problem?Is the problem being reported a re-occurring problem?

Yes
No
N/A

Recent service requests?Have there been any recent service requests which may have caused the problem?

Yes
No
N/A

Customer abuse?Is the problem being reported caused by customer abuse?

Yes
No
N/A

VOIP MAC AddressIf the telephone number being reported is a VoIP telephone, than please provide the MAC address located on the bottom of the phone.

What date and time did the problem occur?

Date Picker Time

Can the circuit be interrupted for testing?

Yes
No
N/A

New User Instructions?Does the tutorial instructions need to be prompted for a new user configuration?

Yes
No
N/A

What browser are you using to try to access Citrix?

Have you cleared your browser cacheIf you aren't sure how to do that, see this link https://www.digitaltrends.com/computing/how-to-clear-your-browser-cache/

Yes
No

Have you connected to Citrix before

Yes
No

Have you rebooted your PC

Yes
No

Do you have access to email via webmailFor Office365 users this can be done by visiting https://outlook.office365.com

Yes
No
Don't know how

ERP Application: AreaPlease choose the Specific Area of the ERP Application you are experiencing an issue with.

ERP Application: Problem Type

ERP BI Hanna: AreaPlease choose the Specific Area of the ERP BI Hanna subsystem you are experiencing an issue with.

ERP BI Hanna: Problem Type

ERP Security: AreaPlease choose the Specific Area of ERP Security you are experiencing an issue or requesting assistance with.

ERP Security: Problem Type

Payroll Agency Name

CPS Agency Number

CPS Pay Code

CPS Schedule

Name of ApplicationPlease specify the name of the application you are experiencing issues with.

Description of Problem Please describe what you were doing in as much detail as possible, including what you expected to happen and what actually did happen.

Error MessagesPlease include error message you are receiving.

AttachmentsMultiple files can be uploaded by holding down Shift or Ctrl while selecting.

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Report Problems

Report A Problem Form

Requestor Information

Location of Problem

Problem Details