For assistance with an Administrative Workstation (AWS) Submit a Pegasus Ticket and include the following information:
- Name
- Phone Number
- Department
- A brief description of your problem and any other information you feel would be helpful
- Your computer's ID # (located on a yellow sticker)
Prior to contacting Desktop Support with your computer issue, please consider the appropriate level of service you require.
All customers have the option to call the Help Desk or submit a self-service ticket via Pegasus,
Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP).
Priority 1 (Something is Broken. Patient Safety is Affected) – Machine is not operational because of a hardware or software problem and critical work cannot be performed. Service response is targeted to be within two hours of the report of a problem during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). If a workstation cannot be restored to service in 2.5 hours, a "hot spare" with basic network connectivity and Office applications (Word, Excel, Powerpoint, Outlook), Sharepoint, browsers, etc. will be provided.
Priority 2 (Something is Broken. Patient Care or a Critical Business Function is Affected) – A component, application or critical feature is down and some work cannot be performed. Service response is targeted to be within 4 hours during normal business hours (7:30 a.m. to 6:00 p.m. Monday through Friday).
Priority 3 (Something is Broken. I Cannot Work) – Minor or intermittent incident such that work can continue. Service response is targeted to be within 8 business hours during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday).
Priority 4 (Something is Broken. I Can Work) – Service Request – Routine request for software/hardware upgrade/maintenance or assistance. Service response is targeted to be within 12 business hours to perform work remotely or schedule an appointment for an on-site visit (7:30 a.m. to 6:00 p.m. Monday through Friday).
