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What has changed?
UCOP has consolidated its technical support structure. This consolidation has absorbed the Benhur support functions into UCOP’s Information Resources & Communications (IR&C) - TechDesk. The email account benhur@ucop.edu is now defunct. Any inquiries previously sent to Benhur including password resets for CICS or the HRB Administrative Web Application Menu should now be sent to the TechDesk. IR&C TechDesk prioritizes service requests using general guidelines but tries to respond to all requests as quickly as possible. Detailed information regarding IR&C TechDesk prioritization guidelines and response timeframe can be found here at: http://www.ucop.edu/irc/services/sla_responseframe.html
TechDesk Contact Information
If you have technology questions or problems, contact the TechDesk in one of 2 ways:
E-mail (Techdesk@ucop.edu)
E-mail requests are processed during normal business hours.
Phone (510-987-0457, Option 2)
Phone service is available during normal business hours. Messages left on the voicemail system during business hours are processed as soon as possible. Messages left outside of normal business hours will be processed the next business day. If calling after hours please include your email address in your message.
Requests are processed during normal business hours. Normal business hours are Monday through Friday 6:30 a.m. to 6:00 p.m.
When service is requested, IR&C staff enters a trouble ticket into a tracking system called HEAT. The system automatically generates a ticket number and sends the user an e-mail acknowledging that a trouble ticket has been created. A closed ticket is generated once the request is completed and sent to the user.
Password Resets
When requesting a password reset please include your user ID and the application that needs to have the password reset. Once you receive your temporary password you should immediately change your password.
What hasn’t changed?
The process for requesting access to these applications has not changed. Continue to download the forms from the ISS website and submit it following the directions on the forms.
The email account optsa-l@ucop.edu is still operational, and it is monitored by my team. Please use this email if you have a “how to” question, or if you are reporting an outage or application problem with an application in the HRB Administrative Web Menu or At Your Service Online.
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