When should I use Report a Problem?
The Report A Problem form is used to report issues with EXISTING equipment or services that are no longer working or are degraded in quality. In other words, something was working and is now broken.
This form should NOT be used to request new hardware/software or services. Reference our how to ask DoIT for assistance document regarding new services or equipment.
Note: For security purposes, we CANNOT accept password reset requests via the "Report A Problem" form. If you need to reset mainframe (RACF or Bluezone) passwords, you must send an email to DoIT.Helpdesk@illinois.gov and include your name, user ID, agency and contact phone number and a representative will contact you to complete the reset.
For all password other password resets please use one of our automated password reset options from our
Manage Passwords page or call the Customer Service Center (CSC) number below.
Report Problems by Phone
Customer Service Center (CSC)
- Springfield: 217-524-DoIT (217-524-3648)
- Chicago: 312-814-DoIT (312-814-3648)
Standard Support Service Hours
Mon–Fri: 8:00 a.m. – 5:00 p.m.
Report a Problem Form
Use the form below to enter your helpdesk request.
If you already have a ticket number, please DO NOT open a new ticket for the same issue.
To check the status of an existing ticket, please either call the IT Service Desk or send an email with the ticket number to
Note: Those fields marked Required (*) contain information required to process your request. It is very important that you include as much detailed information about the problem to ensure that your issue can be addressed without delays.
Failure to include the required information will result in delays in the processing of your issue.
Are multiple users affected? Can you browse to http://www.illinois.gov? Can you browse to http://www.google.com? Re-occuring problem?Is the problem being reported a re-occurring problem? Recent service requests?Have there been any recent service requests which may have caused the problem? Customer abuse?Is the problem being reported caused by customer abuse? Can the circuit be interrupted for testing? New User Instructions?Does the tutorial instructions need to be prompted for a new user configuration?
Have you connected to Citrix before Have you rebooted your PC
NOTICE: DO NOT upload any attachments with confidential or PII (Personal Identifying Information) such as social security numbers, passwords, etc...