What is a Telephone Service Request?

If you need to manage any telephone services, you will need to submit a Telephone Service Request.

These changes will likely include the following:

· An employee has left the University and needs to be disconnected from their extension

· An employee has joined the University and needs to establish new service

· An employee is moving to a new office, but keeping their extension

· An employee has changed positions within the University and needs a new or an existing extension

This request form can be found by searching for “Telephone Service Request” on the OIT Homepage at auburn.edu/OIT. You can also find the form at aub.ie/tsr.

How to Complete the Telephone Service Request

Follow these steps to ensure that you are completing the Telephone Service Request correctly.

1. Request Contact Information – In the "Requested for" section, you will need to provide who the change is being requested for. Your information as the requestor will populate automatically.

a. If this is a new employee, you may not be able to look up the user ID. If their user ID does not populate, enter your information and a determination will be made when the request is received. You can also leave more information about the user in the "Additional Information" section at the bottom of the form.

b. If the employee has been terminated or has retired and you cannot find the user ID information, again, use your information and leave more detail about the user in the "Additional Information" section at the bottom of the form.

2. Contact information for the person requesting the change is needed in the "Requested by" section. There are times where this information will not be the same person.

3. Requested Date for Delivery – click the calendar icon or type in your requested date for delivery.

4. Service Description – What type of service or action is being requested?

a. The first field is what type of service you are requesting.

b. New service – A new extension is being requested for an area, an existing employee, or a new employee.

c. Change existing service – this option is used when an extension already exists and the employee assigned to it is changing (whether they are a new or existing employee), or the services associated with that extension are changing.

d. Move existing service to new location – use this option when an extension (and phone) need to be physically moved, even if it is to a different wall in the same office.

e. Remove employee record or disconnect existing service – use this option when an employee leaves your department. You can un-assign the extension from the former employee without disconnecting the service (and move the extension to the main record), or you can choose to completely disconnect the extension.

5. Type of service/equipment change – select what type of equipment you need: Desk Phone or FAX.

6. Add Calling Features (available with the New Service or Change Existing Service options)

a. Here you can select features like Voicemail, SimRing, and International Long Distance Code.

b. Simultaneous Ring (SimRing) – this feature allows for your extension to ring on your desk phone and another phone, such as your mobile device, simultaneously.  Once set up, this feature always rings to both phones, and is not a feature that requires you to manually turn on or off when needed.  This is helpful for situations when you are away from your desk but still need to reachable.

7. Remove Calling Features (Voicemail, SimRing, International Long Distance Code) is also an option when selecting Change Existing Service.

8. Telephone Accessories – Other Available Options

a. In this section, should you require additional accessories, such as a mounting cord or handset cord, you can select that here.

9. Service Location – Where (on campus) the change is requested for.

a. Enter the building and room number where the extension exists, or where it is needed. Our Telephone team has 7 to 10 business days to complete orders once they are received.

10. Billing Information – this is the department that will be charged for the services, and an FOP is required. The billing information is necessary when changing telephone service or equipment. There are times when charges are incurred, but it is also a way to make sure your employees and equipment are on the correct FOP.

a. If you know the FOP, you will select "Use a registered FOP or Tenant ID." To enter an existing FOP, begin typing in the FOP field and select your FOP from the list. 

b. If you are using a new FOP that is not currently in the billing system, you will need to request that it be entered by selecting "Add & use a new FOP" from the dropdown. Enter your Fund, Organization, and Program numbers in the provided fields.

c. Once the FOP is added to ServiceNow, it will be added to the Billing System when the request is approved.

11. Additional Information

a. In this section, you can provide additional information that was not covered elsewhere. Perhaps there are two phones in a work area, or this could be an additional phone for a lab.

12. Add attachments – this is an optional selection where you can click the paper clip icon to add attachments if needed.

13. Once you have all the fields completed, scroll to the top and click “Order Now”. If you are missing information, it will appear in red, underneath the button.