Help me, help you! (10 pointers for getting the most out of your tech staff)


“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



Set up email on an Android phone or tablet

Set up POP or IMAP email on an Android

  1. From the home screen, tap Applications > Settings > Accounts & sync > Add account > Manual setup.
  2. On the Incoming settings screen, in the Protocol drop-down menu, select IMAP orPOP3. We suggest you select IMAP because it supports more features.
  3. In the Email address and Username text boxes, type your full e-mail address, for example, and your password, and then select Next. Your user name is the same as your e-mail address.
  4. In the Password text box, enter your password.
  5. In the IMAP server or POP3 server text box, enter your IMAP or POP server name:
  6. In the Security type drop-down menu and Server port text boxes, specify the POP or IMAP settings that you looked up in step 5, and then tap Next. Your e-mail application will check your IMAP or POP settings.
  7. On the Outgoing server settings screen, the Login required option should be selected for you, and the Username and Password text boxes should be filled in.
  8. In the SMTP server text box, enter the SMTP server name:
  9. In the Security type drop down menu and Server port text box, specify the SMTP settings that you located in step 5, and click Next.
  10. In the Account name, text box, enter a name your account (for example “School email” or “Work email). In the Your name text box, enter the name you want displayed when you send e-mail to others (for example “Shelly Berryhill”), and then select Finish Setup.

NOTE    You may need to wait ten-to-fifteen minutes after you set up your account before you can send or receive email.


Setting up your school email on your Iphone or Ipad

Set up POP or IMAP email on an Apple iPhone, iPad, or iPod Touch

  1. If this is the first email account on your iPhone, tap Mail. Otherwise, tap Settings > Mail, Contacts, Calendars > Add Account.
  2. Tap Other.
  3. Tap in the Name box and type your full name.
  4. Tap in the Address box and type your full email address (for example,
  5. Tap in the Password box and type your password.
  6. Tap Save.
  7. Tap either IMAP or POP. We recommend IMAP because it supports more features.
  8. Under Incoming Mail Server, in the Host Name, box, type your incoming server name:
  9. Enter your user name (for example, and your password.
  10. Under Outgoing Mail Server Host Name, enter:
  11. Enter your user name and password.
  12. Tap Save.