HelpSU Assistance
On this page:
When you place a HelpSU request, including key information to get you a fast solution is the goal! Here are some tips:
Requests Related to OrderIT Site Access or Use
For all problems:
The best way to get help for site access is to submit a HelpSU request using Request Category: Web Applications, Web Sites; Request Type: OrderIT and be VERY specific about your need. Then, include this information as appropriate:
- Your SUNet ID
- Any error message you see when you attempt to access the site
- The Browser you are using (e.g., Netscape 7.2 or Internet Explorer 6)
- The Mac or PC platform
Can't access the site?
Include your SUNet ID and the error message you're seeing.
Tip: If you get a non-Stanford login box when you go to the OrderIT site, check your URL; it must ONLY be https://orderit.stanford.edu with no authentication characters after the ".edu" for your bookmark to work.
Can't get a specific feature to work/nothing happens?
Include the name of the feature (e.g., Order Requests > Viewing Account Usage Report) in your HelpSU request.
Get an error message saying you're not authorized/see System Administrator?
That means you don't have access for that feature. We need to know the name of the feature that is giving you the 'not authorized' message.
Missing menu items in the main menu bar (like Order Services, Reports, or Client Reports)?
You don't have access to the feature. Submit a HelpSU request with the name of the feature and your SUNet ID so that your authority can be updated.
Monthly statement won't download as Excel?
Be sure to include your operating system (e.g., Mac, Windows XP) in your HelpSU request.
Can't find a subscriber?
Be sure to include the subscriber's name. Adding the subscriber's SUNet ID can help if there is more than one person by that name on campus. Also, include your SUNet ID.
Can't see an employee's services?
Enter the employee's name so we can look up the job-owning organization with which to update your authority.
Missing accounts when running the Account Usage Report?
Include the PTAOs you need to see in your HelpSU ticket.
Requests Related to the Charges on your Statement
Problems with a Charge/Your Statements?
The best way to get help for a charge or problem with your statement is to submit a HelpSU request and be VERY specific about the problem.
Request Category: Billable Services
Request Type: IT Services billing question
Always include:
- the service number (e.g., 6507230019 or PBN-12345 or CHAMP0001)
- the billing month
- A detailed description of the problem, when it started, and any other information that will help IT Services staff to understand the issue in order to resolve it
Charges are wrong amount/unknown charges?
We need to know the service number, what the wrong charge amount is, and your specific question or issue. We will investigate and contact you.
Incorrect or unexpected charges for an order you placed?
In your HelpSU request, referencing the order number would be helpful.
Service charged to wrong account and you know the right account?
Don't send a HelpSU ticket. This is handled via a change order request in OrderIT based on the service number. Choose the correct account in your drop-down list on the Change order form and indicate in the Comments box that this is an account change.
Service was supposed to have been disconnected/deleted?
Submit a HelpSU request and give us the service number and any details about your original disconnect request. We'll investigate and contact you regarding any credit to your account.
All Services charged to an account need to move to a new account?
Don't send a HelpSU ticket. This is handled via a Global Account Change order in OrderIT. Place an Add Service to Subscriber Order Request on the OrderIT Site, Service type: Global Account Change.
