Information Services Project Requests and Service Requests

Emergency Requests

If you are experiencing a time-sensitive issue/incident that is disrupting a critical enterprise operation and you are not supported by a vendor maintenance agreement, please direct your request to the Help Desk at helpdesk@richmond.edu or 804-287-6400.

Non-Emergency Requests

Typically there are 2 types of non-emergency requests: service requests and project requests.

A project request is typically more complex and longer in duration, has a larger impact or risk, and/or requires multiple personnel to accomplish. Examples may include: requests for new software or cloud application; an upgrade to an existing application or equipment; data integrations between new or existing applications; etc.

A service request can typically be completed by one person within a few hours (e.g., a request to change an existing report).

For project requests, please go to SpiderTechNet IS Project Request page. Once there, you'll need to sign in by clicking on "Sign In" at the top right of the screen. Once you have logged in, it will take you to the IS Project Request page. On this page you will see a red "Request Project" button on the right side of the screen. You'll click this button to fill out the project request form. There are instructions for completing the form on the IS Project Request page below the red buttons. Once your project request has been submitted, you will receive an email acknowledgement from the system.

For service requests, please go to SpiderTechNet Service Catalog to submit your request. You'll want to click on the "Sign In" link in the top right corner of your browser window in order to see the full service catalog. You can then look through the general categories in the Service Catalog to find the topic that your request may full under. You can do a search for what you are looking for using the search field in the upper right corner, the "Search" link in the grey menu bar at the top under the main blue menu bar, or you can search the services using the "Services A-Z" link, also in the grey menu bar at the top. For service requests about Banner, ROADS, and OnBase, you can look for assistance under the category of "Enterprise Applications and Reporting".

Once your request has been submitted, your service request will be sent to the appropriate Information Services manager and you will receive an email acknowledgement from SpiderTechNet.

Important: If your project request involves the transfer of University data off campus (regardless of the cost of the software or service), a project request is required to vet the data transfer process for security and compliance.

For additional information about the Project Intake and Vetting process, please view the Knowledge Base article in SpiderTechNet here.  You will be prompted to log into the system if you aren't already logged in.