Frequently Asked Questions

1. What is a work order and a work order number?
2. What is the difference between calling and sending an email?
3. What is the response time on a work order?
4. Who can I call if my needs are not being met?
5. What is the difference between viruses, worms, and Trojans?

1. What is a work order and a work order number?

The request you put in when you call the helpdesk is called a work order and the number generated by that work order is called a work order number.
2. What is the difference between calling and sending an email?

There is no difference; either way works fine except when the work order is for a move or an installation then we would prefer for an email to be sent.
3. What is the response time on a work order?

We try to respond to all requests as soon as possible.

4. Who can I call if my needs are not being met?

Report any help desk problems to ITD HELPDESK at 301 405 9188
5. What is the difference between viruses, worms, and Trojans?



A virus is a small program written to alter the way a computer operates, without the permission or knowledge of the user. A virus must meet two criteria:

• It must execute itself. It will often place its own code in the path of execution of another program.
• It must replicate itself. For example, it may replace other executable files with a copy of the virus infected file. Viruses can infect desktop computers and network servers alike.


Trojan Horses are impostors--files that claim to be something desirable but, in fact, are malicious. A very important distinction between Trojan horse programs and true viruses is that they do not replicate themselves. Trojans contain malicious code that when triggered cause loss, or even theft, of data. For a Trojan horse to spread, you must, invite these programs onto your computers--for example, by opening an email attachment or downloading and running a file from the Internet.


Worms are programs that replicate themselves from system to system without the use of a host file. This is in contrast to viruses, which requires the spreading of an infected host file. Although worms generally exist inside of other files, often Word or Excel documents, there is a difference between how worms and viruses use the host file. Usually the worm will release a document that already has the "worm" macro inside the document. The entire document will travel from computer to computer, so the entire document should be considered the worm.

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