IT Support Requests

CASCOM G-6 / Army Enterprise Service Desk
1-866-335-2769

** IF PROMPTED, USE YOUR AUTHENTICATION CERTIFICATE TO ACCESS THE SERVICE DESK SITES **

REF OPORD 93-161020-17 Army Enterprise Service Desk-Worldwide (AESD-W), Knowledge Management Support Policy

Fort Gregg-Adams/CASCOM transitioned baseline IT service and support to AESD-W and use of the Army's enterprise service desk system for all work order submissions on 1 January 17. AESD-W operates 24 hours a day, seven days per week, 365 days per year, and is responsible for directly resolving or coordinating your IT support requests. All customers are directed to contact AESD-W so their problem can be resolved by phone or documented and assigned to a Network Enterprise Center (NEC) or a CASCOM G-6 technician for local support.

If the work order is considered part of local baseline IT support, it will be assigned to a Fort Gregg-Adams NEC Technician for resolution. If the issue is considered above baseline IT support or is part of the AESD support exclusions (see below), it will be assigned to a local CASCOM G-6 Technician for resolution. In either case, AESD must be contacted either by phone or via their self-service portal to start the support processes regardless of who will complete the request.

Please submit requests through the Army Enterprise service desk (AESD) by calling 1-866-335-2769 or online through the Army Enterprise Service Management Portal (AESMP). (Click on the AESMP button above)

If you are having problems accessing the portal, please contact the AESD service desk by calling 1-866-335-2769.

**FAILURE TO FOLLOW PROCEDURES MAY RESULT IN PROCESSING DELAYS**

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OPORD 93-161020-17 Support Exclusions

The services listed below are excluded from the OPORD. CASCOM G-6 will continue to provide support for the below referenced items but tickets must still be submitted through AESD so that a work order can be generated as explained above.

• A/V (Audio/Visual) event support
• Above baseline hardware/services/software
• CASCOM internal displays
• Classrooms
• Computer lifecycle replacement (property book owners only)
• Conference rooms
• Information assurance/cyber security
• IT procurement
• Mobile devices (smart/cell phones)
• New staff and faculty user accounts
• Printers (service/toner)
• SIPRNET support
• Student account requests
• Training aids and simulators
• VTC technical support
• Web services