Frequently Asked Question

An IT Incident is an event that, whether suspected or actual, is likely to harm the confidentiality, integrity or availability of the Station's data or systems, such as:

• accidentally disclosing your password to a fake website
• suspecting malware on your device
• unauthorised disclosure of Station data
• loss of your device containing data
• Minor and Major service outages 
• Any other serious IT matter

When should I report an Incident?

As soon as you notice it. It's better to report when you are unsure rather than wait and the incident escalates into a major or critical incident.

How to Report an Incident
Please report an IT incident, using our dedicated IT Incident Reporting Form, giving as much information about the incident as possible. 

Please follow up your incident by phone, if you think the incident is an EMERGENCY and falls into the below criteria:

• A major IT Systems outage
• A major IT Service, which is degraded and where there is no possible workaround
• a major security breach 
• loss of a device holding critical and confidential information
• or  where there has been an unauthorised disclosure of Station data 

If it's an emergency, please call: 01253 224925 (Office Hours) or 07951078395 (Out of hours) This will allow us to prioritise and escalate the incident.

Reporting an Emergency via the Ticketing System and Email
Please make sure you use the word EMERGENCY, in the subject line of your ticket or email. This will automatically prioritise your ticket with the highest possible priority (P1) and will flag it as an emergency incident. 

Please note: This is for emergencies only. Your ticket will be manually re-triaged, if you submit an incident, which is not deemed to be an emergency.

Why should I report an IT Incident?

• To ensure a record of the incident is created and maintained.
• To allow IT staff and to spot a serious incident from a pattern of seemingly unrelated events.
• To enable efficient and ongoing management of the incident.
• To restore any affected systems or services as quickly as possible.

What Happens Next?
Your incident will be Triaged and Graded, so we can determine how urgently it needs dealing with.  Most IT incidents will be routine and will be dealt with using Service Desk IT Procedures or via Specialist IT incident Management Processes. (ITL)