Computer Support

Requesting Support

A service request can be placed by phone or online via Remedy Requester. It is important to place a work order rather than walk-up, email or call a SOMTech technician directly. This ensures that all work is properly distributed and resolved in a timely manner.

In addition, annual Sevice Level Agreements are available for departments interested in support from SOMTech. For more information, please visit our Service Level Agreement page.

Phone requests

To place a service request by phone, call the VCU Help Desk at 828-2227.  When placing a service request by phone, please inform the Help Desk representative to route your request to SOMTech group.

Online requests

When a request is submitted online, it is routed directly to the SOMTech queue. Work orders are generally processed in the order that they are received with the exceptions of new computer installations and emergencies. SOMTech has escalation procedures in place to handle emergency requests.

To submit an online work request for SOMTech:

1. Go to the Remedy request page. Enter your eID and password when prompted. If you don’t know what your eID is, use the VCU eID Finder or contact the VCU Help Desk at 828-2227.
2. In the Problem drop-down, please select SOMTech. Selecting SOMTech makes sure that your service request is routed to our group.
3. In the “Details” box, enter a description of the problem. If possible, type in any error messages you are receiving. For example, “Computer will not boot. Gives error message: Boot disk not found.”
4. Enter your phone number in the “Number where you can be reached” box. If your correct location is not listed in the Human Resources database, enter it in the “Details” box.
5. Click the Save button. A confirmation dialog box appears, notifying you that Remedy has processed your request.
6. Click OK to close the confirmation dialog box. Afterwards, you can verify that your ticket is in the Request Console by clicking the Refresh button. A SOMTech technician will contact you within four hours.

Emergency Requests

Need immediate help? Call the VCU Technology Services Help Desk: 828-2227