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NOTE:  Be sure to reference the STEAM-CIRT ticket number when leaving a voicemail message.

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If you are not able to reach the user by phone, or if there is no phone number, please mark the ticket "Resolved > Referred to" and use the following customer note to contact the customer:

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titleCustomer Note Example

Our security team has identified your Purdue Career Account has been compromised by an outside entity. Access to your account has been scrambled to prevent further intrusion.

You will need to call in to regain access to your account. This will require ID verification, so we cannot do that over email. If you cannot call in by phone, arrangements will need to be made to schedule a WebEx meeting with one of our team members.

At your convenience, please call into the 24/7 ITaP Customer Support Center at (765) 494-4000. If we are experiencing a high number of calls at the time of your call, you may be put on hold, please stay on the line to speak with an associate to resolve the issue. Leaving a voicemail will not advance your issue towards resolution.

This ticket will be held in a resolved state until we receive your call.

Thank you,
 <your first name here>

ITaP Customer Service Center

When the user calls in, upon researching the ticket number, the Representative or Specialist should first click the link to the Qualtrics survey at https://purdue.qualtrics.com/SE/?SID=SV_aWW1EAM5JujrKxD and read the questions aloud to the customer. 

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