This Knowledge base article is intended to help the end user with using USD405's help desk website. Below are the Support Request Guidelines as well as file attachments on how to use the website.
A Support Request (Help Desk Ticket) is required for any assistance where I.T. staff is required to work on a project or problem you may have.
General questions can be handled by a support tech outside of the Support site if no support assistance is needed. All support issues need to be tracked and documented which can be done easily through the support website.
Exceptions to this process are if you are requesting training for a product or have a general question. If the support tech has to take more then a few minutes to answer or work on your question, expect them to request an SR to be submitted.
Support Request Guidelines
The following are guidelines that will help you and the I.T. Department in getting to your ticket quickly.
1. The end user who is having the issue should submit the ticket whenever possible.
This is intended to be for teachers and students grade 6 and up.
2. If you do submit a ticket for a student, include the students full name in the subject line. Also expect the assigned technician to associate the contact name to that student upon receiving the ticket. Providing the asset number of the device in question will also speed things up.
3. Only one ticket per issue. If you are unsure if a SR (Support Request) has been submitted for a student have the student log into help desk and check. Multiple tickets for the same issue causes just as many problems in tracking issues that need to be dealt with as if no ticket was submitted in the first place.
4. If you are calling about an SR, have the ticket number so the support tech can reference notes placed in the ticket. I am willing to talk to you about the issue, I just want all my notes in front of me if possible.
5. If an SR is already submitted and you know your buildings tech is available. Send the student over to get the issue resolved. If they have the ticket number in hand then things will go even faster. Expect the student to be sent back to class without the laptop. Unless the issue is something that can be taken care of quickly the support tech will assume the student has more pressing matters in your class rather then fidget in the tech office.
6. If you know that your SR has been closed yet you are experiencing the same issue, create a new ticket and reference the old ticket if possible. Once a ticket is closed, e-mailing a reply will generate a new ticket. Alternatively you can e-mail the tech and request the original ticket be re-opened.
7. Check the Knowledge base for a possible solution to an issue you are having. Can't find something you would like to see in the Knowledge base? Forward the request on. I would be happy to create helpful articles for you to use.
8. Make sure you and your students are looking for the e-mail response to your ticket. The response will always come from support@usd405.com. You can reply to any of those e-mails to provide additional information. Can't find the e-mail. Look in your Junk Mail folder.
9. Your students can forward the SR e-mail to you for reference if you want to track an issue a student is having. Once you have the e-mail with the TID information in the subject area you can forward the e-mail to support@usd405.com to update the ticket with your name associated. The ticket history will then have your name listed. This method is used to gain approval from administrators for websites as well as software/app requests.
10. Please understand that a support tech can have between 100 and 200 SR's in a month. Don't wait to long to follow up if you feel things aren't moving along. Yet don't hound the tech on things that might be out of his or her control. Parts do take time to come in.