Frequently Asked Questions (FAQs)

When do I contact AFIT as opposed to Help Desk?

  • AFIT should be contacted for any systems listed on the AFIT Services page, including the installation of those applications and any connectivity issues.
  • Help Desk should be contacted for all other system services.

How do I contact AFIT?

  • You can contact the AFIT office by sending an email detailing your issue to: afitsupport@fullerton.eduOpens in new window .
    • A service ticket will then be created automatically and will be assigned to the proper unit within AFIT (see ServiceNow page).
    • Once the ticket is assigned, a technician will follow up with the contact person to resolve the issue.
  • You can also call the AFIT office at (657) 278- 3737. Office Hours are:
    • Monday-Friday: 8:00 am - 5:00 pm
    • Saturday-Sunday, Holidays: Closed

How do I initiate a project?

  • Projects are requested via ServiceNow. A request is made via email to: afitsupport@fullerton.eduOpens in new window with as much information as possible, such as:
    • Subject: Request for New Project
    • Body of Request: Project Description (What you are trying to accomplish?)
    • Resources to Invite (List of names to be included in the project? First Name, Last Name, phone ext. #)
    • Estimated timeframe (When the project should begin / end if known?)
  • The project request will then be assigned to our Project Management team. They will be in touch with the requestor / contact person and attendees to setup the first initial meeting. If the project moves forward, subsequent meetings will be held regularly during the project to its completion.

What do I do if my incident ticket is an emergency?

  • If the ticket has already been created, we ask that you phone our office at ext. 3737 indicating the incident number (if you have it) and communicate to the receiver that this incident is an emergency. Someone will then be in contact with you ASAP.
  • If a ticket has not been created and the problem is an emergency, we encourage you to phone our office at ext. 3737. A ticket can be added by our office.

How do I request access to a system(s)?

  • System access is requested by management or supervisors via ServiceNow. A request is made via email to: afitsupport@fullerton.eduOpens in new window with as much information as possible, such as:
    • Subject: Request for New System (name of System) Access for Employee Name (First name, Last name)
    • Body of Request: System Name
    • List of employee(s): First name, Last name
    • CWID number and phone ext.
    • List the type of access needed? Such as: "Mirror the same access as "Tom Smith". Or, read only access, etc...
    • *Estimated timeframe access needed

Have my document(s) been scanned yet?

  • Typical turn-around time is between 1-3 days after the DMC receives documents. However, this may vary depending on document type and quantity.
  • Check the retrieval system. For assistance with this, please contact the DMC.
  • If you do not see your document in retrieval, contact the DMC at dmc@fullerton.eduOpens in new window (ext. 2412) to inquire about your documents.
    • NOTE: If there are any document discrepancies, the DMC will work with the department to resolve the discrepancies prior to scanning the document.

How do I check the status of my scanned document?

  • Check the retrieval system. For assistance with this, please contact the DMC.
  • If you do not see your document in retrieval, contact the DMC at dmc@fullerton.eduOpens in new window (ext. 2412) to inquire about your documents.
    • NOTE: If there are any document discrepancies, the DMC will work with the department to resolve the discrepancies prior to scanning the document.
  • For documents with special deadlines or requests, please email the DMC and CC’ Melissa Dominguez.