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A service request can be submitted by phone, online form, or e-mail. It is important to place a service request rather than walk-up, or contact your department's IT Support Analyst (ISA) or IT Manager directly via e-mail or phone. This ensures that all requests are received and picked up in a timely manner.

  • Online: See the directions for Submitting a Ticket to SOMTech Client Services.
  • Phone: 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.
  • Email: The above two methods are preferable and fastest.  However, service requests can also be submitted by sending e-mail to Please include as much detail as possible.

Prioritization of Requests

Generally, a distinction is made between inconveniences (for which there is a workaround) and items which halt work completely.  The latter are given priority.


After a ticket has been submitted SOMTech, if you feel that your request has not been handled within an appropriate timeframe, you may contact Brian Bush, Biostatistics Director of IT, who can assist with escalation.

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