If you have a problem using IT equipment or facilities we recommend that you first check to see whether the answer is in our documentation (guides or FAQs). Otherwise, click the appropriate link below (now also applies to staff in SciTech and LifeSci). Please use your university username to login, i.e. the same one you use for logging in to Sussex Direct:
To report a fault on
- equipment (e.g. a computer) or a service (e.g. email)
- ResNet
- audiovisual equipment in GTS (General Teaching Space)
- equipment in the Media and Film Production area
To request
- resources or equipment
- the recovery of lost or damaged files or mailboxes
- an increase to your file space quota
- a role-based account
- a mailing list
- help with Business Systems
- help with a Study Direct course
- creation of a course in Study Direct
- loan of audiovisual equipment from Media Services
- installation of software on IT Services Desktop(s)
Other enquiries
What happens when you send a request for help?
For many of the online forms provided here, your submitted request automatically enters a job queueing and processing system called Request Tracker (RT). This could even happen when you email us directly at Online Support, as your request might be diverted by a member of staff into the RT system.
In such circumstances you will be sent an automatic email acknowledging your request and showing you a ticket reference - a unique reference to your request - in the Subject line of the email. The ticket reference looks like this:
[sussex.ac.uk #nnnnn]
where nnnnn is a number.
Any communication with you regarding your request will take place through the RT system and this will always show your ticket reference in the same way. Whenever you contact us about your request, please always ensure you quote the ticket reference exactly as it appears in the Subject line. In fact it's simpler just to keep the original acknowledgement, and just reply to it, replacing any message text with your new comments. Or, just reply to any messages you get from anyone dealing with your request through RT.
When your request has been resolved, you will be told about it and your RT job ticket will be closed.
Other ways of getting help
You can also visit the enquiries and help desk in Engineering 1 in person with technical queries (e.g. word-processing problem, email query, question about using the Internet) or general queries (e.g. registration, forgotten password, course booking).
Please note: these online forms provide IT support for students and staff of the University of Sussex, and require you to login with your IT Services username and password. If you have a query and are not currently registered with IT Services (for example you are a future Sussex student) please send an email direct to support@its.sussex.ac.uk.