“Help me help you!!!” Yeah, I realize this is a quote from the Jerry Maguire movie, but it is so valid when it comes to technology help. Here are a few pointers that will allow the technology department to better help YOU! (and get more tickets closed in a reasonable time frame.)
1. Please do a webdesk ticket. This allows us to group locational tickets together as well as prioritize the work for the day. If you catch me in the hall, I probably won’t remember your computer issue by the time I get back in front of a computer. (Yeah, I know, I can’t remember what I had for breakfast most days, so help me out here.)
2. In the ticket, please be as specific as possible. For example: “My computer isn’t working” is NOT a good description. Be detailed. “My computer locks up everytime I click on Internet Explorer”, is a much better description. Also, give me as much information as possible both about the problem AND the hardware that you are having issues with. I would like enough information, so that if I go to your room and you are not in there, I can still duplicate the problem. Also, let me know what hardware: “My Teacher computer (a Dell laptop D620 with Windows XP, it has a red Pulaski County Property ID Sticker # of 1205).
3. I reiterate: give me the red Pulaski County Property ID Sticker # of whatever computer is giving you an issue. I can often remote in from another location and fix an issue. If I can’t remote in, the ticket won’t be closed until I can get to your campus on another day. Also, having the ID sticker #, allows me to check warranty information before I arrive.
4. Watch your nouns. Quite often I get tickets indicating that “my smartboard is not working.” Yet, the issue is with the projector, and not the smartboard. Again, be specific.
5. Look through this blog before posting a ticket. We have several tips and suggestions here that will often allow you to fix the issue yourself. That is the quickest way to get back up and running. We are adding more tips, suggestions, and troubleshooting ideas every week.
6. Phone calls, text messages, yellow sticky notes, emails and catching me in the hall: These are NOT the way to get your problem resolved. PLEASE put in a webdesk ticket. I will get to the issue just as promptly as I can. Utilizing WebDesk ALSO helps us determine recurring issues with specific hardware or locations.
7. Include your login and password in the ticket. No one sees webdesk but the Technology department, so this information is secure. Sometimes, I will “fix” an issue only to find out later that the computer works fine when I login but does not work fine when you login. I have a different set of “rights” on our network, and that often allows things to work for me that would not necessarily work for you. After I fix an issue, I like to login to the computer AS YOU and verify that it works for your login as well as mine.
8. WATCH your email: Often when I get a ticket, I will issue a response with either a solution or a question for more information. This will go to your email. You can respond directly to the email and our system will automatically update your webdesk ticket with the new information. But if you don’t respond, your ticket just sits there until I get back around to it.
9. Please keep the issues related to school hardware as much as possible. We have well over 2,000 computers and peripherals that we support. It is really hard to keep these all running when I get alot of “How do I connect my new home wireless printer to my ipad Air” type questions throughout the day.
10. Check the obvious. Before putting in a ticket that says, “My monitor is not working”. Please check the power cable and make sure it is plugged into the wall AND it is securely plugged into the back of the monitor. And on your computer – REBOOT! Rebooting a computer will often correct an issue. Simple but it WORKS!
Thank you – Shelly