https://howdoi.riverdale.edu/w/api.php?action=feedcontributions&user=Sjohnson&feedformat=atomhowdoi - User contributions [en]2024-03-28T16:39:23ZUser contributionsMediaWiki 1.39.1https://howdoi.riverdale.edu/w/index.php?title=Get_a_loaner_computer%3F&diff=6638Get a loaner computer?2022-08-23T14:23:22Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Reserve a room<br />
| summary = Instructions on what to do if you need to borrow a laptop.<br />
| for_employees = y<br />
| for_students = y<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = AC<br />
| year = 2022-2023<br />
}}<br />
<br />
==Hill Campus==<br />
Faculty loaner laptops are available from the Technology Department by request. You can email that request to [mailto:Support-Ticket@riverdale.edu Support-Ticket@riverdale.edu], or stop by the Systems Suite in the basement of Mow (room 1010). <br />
<br />
If a student needs to borrow a laptop or chromebook for the day they should visit the library located on the 1st floor of the Hackett building. <br />
<br />
If a student chromebook is malfunctioning or has received physical damage please stop by the Systems Suite in the basement of Mow (room 1010) with the device or create a helpdesk ticket by emailing [mailto:Support-Ticket@riverdale.edu Support-Ticket@riverdale.edu]. <br />
<br />
If a student has damaged their own device and would need the device for more than a day (Grades 9-12), they would need to email their dean and cc jking@Riverdale.edu <br />
<br />
==River Campus==<br />
Faculty loaner laptops are available from the Technology Department by request. You can call x50 or email that request to mailto:Support-Ticket@riverdale.edu, or stop by the tech office in UL building. Please arrange in advance when possible.</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Get_a_loaner_computer%3F&diff=6637Get a loaner computer?2022-08-23T14:23:01Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Reserve a room<br />
| summary = Instructions on what to do if you need to borrow a laptop.<br />
| for_employees = y<br />
| for_students = y<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = AC<br />
| year = 2021-2022<br />
}}<br />
<br />
==Hill Campus==<br />
Faculty loaner laptops are available from the Technology Department by request. You can email that request to [mailto:Support-Ticket@riverdale.edu Support-Ticket@riverdale.edu], or stop by the Systems Suite in the basement of Mow (room 1010). <br />
<br />
If a student needs to borrow a laptop or chromebook for the day they should visit the library located on the 1st floor of the Hackett building. <br />
<br />
If a student chromebook is malfunctioning or has received physical damage please stop by the Systems Suite in the basement of Mow (room 1010) with the device or create a helpdesk ticket by emailing [mailto:Support-Ticket@riverdale.edu Support-Ticket@riverdale.edu]. <br />
<br />
If a student has damaged their own device and would need the device for more than a day (Grades 9-12), they would need to email their dean and cc jking@Riverdale.edu <br />
<br />
==River Campus==<br />
Faculty loaner laptops are available from the Technology Department by request. You can call x50 or email that request to mailto:Support-Ticket@riverdale.edu, or stop by the tech office in UL building. Please arrange in advance when possible.</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Get_Riverdale_Tech_Help&diff=6636Get Riverdale Tech Help2022-08-23T14:14:02Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Get help?<br />
| summary = How to get Tech help.<br />
| for_employees = Yes<br />
| for_students = Yes<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = SJ<br />
| year = 2022-2023<br />
}}<br />
[[File:IIQ LOGO.jpg|100 px]]<br />
==Call x50!==<br />
<br />
Call from any campus phone and all of our Tech phones will ring simultaneously. We'll help by phone or come running if you need us. You can also leave a voicemail that will go straight to an Incident IQ ticket marked as Critical.<br />
<br />
==E-mail [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu]==<br />
<br />
The easiest way to send in a written request. You'll actually get faster service if you do this rather than e-mailing your favorite tech. Your ticket will be automatically set to Medium priority.<br />
<br />
==Submit a Tech Support Ticket==<br />
<br />
Incident IQ is our web-based method for logging a tech support request. This system enables us to keep better track of support requests and provides you with email feedback on the progress of your support tickets from initial submission to final resolution. <br />
<br />
You can read through the short introduction below, or just {{tsreq}} to dive right in.<br />
===Ticket priorities and our response times===<br />
Below is the list of priority levels for tickets. Each priority determines the sense of urgency in resolving a ticket. We may change the priority after investigating the reported issue. <br />
{| class="wikitable"<br />
|-<br />
!'''Priority'''<br />
!'''Default Due Date'''<br />
!We will assign the ticket within...<br />
!We will be in touch within...<br />
|-<br />
!'''Low'''<br />
|3 months<br />
|one day<br />
|one week<br />
|-<br />
!'''Medium'''<br />
|5 days<br />
|one hour<br />
|one day<br />
|-<br />
!'''High'''<br />
|1 day<br />
|half hour<br />
|half hour<br />
|-<br />
!'''Critical'''<br />
|5 mins<br />
|half hour<br />
|half hour<br />
|}<br />
===Login===<br />
<br />
Log in to IIQ with your Riverdale domain username and passphrase using Google SSO.<br />
<br clear="all">[[File:Screen Shot 2021-08-16 at 10.51.47 AM.png|thumb|alt=|268x268px]]<br clear="all"><br />
<br />
<br />
===User Options===<br />
<br />
<br />
[[File:IIQ Home Screen Toolbar.png|IIQ Home Screen Toolbar.png|1134x1134px]]<br />
<br />
*Tickets - Shows your account's ticket history, also allows you to make comments and act on tickets still open.<br />
*Assets - Shows you all assets assigned to you or marked as a favorite.<br />
*Kb (knowledge base) - Not in use<br />
*Search - Search for tickets and assets in the system<br />
*Help - Get answers to frequently asked questions and access both the help and training centers<br />
*Notification Bell - listing of all notifications<br />
*User Profile - Allows you to change information about your IIQ profile. Add favorite assets and adjust notification types. User profile information should not be modified.<br />
<br />
<br />
===New Ticket Screen===<br />
<br clear="all"><br />
<br />
[[File:Ticket creation screen.png|thumb|714x714px]]<br clear="all"></div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Create_Tech_Support_Tickets&diff=6635Create Tech Support Tickets2022-08-23T14:08:06Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Submit a Ticket<br />
| summary = Follow these directions to submit a ticket in our helpdesk system<br />
| for_employees = Y<br />
| for_students = Y<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = SJ<br />
| year = 2022-2023<br />
}}<br />
<br />
__TOC__<br />
<br />
<br />
==Submit a Tech Support Ticket==<br />
<br />
Incident IQ is our web-based method for logging a tech support request. This system enables us to keep better track of support requests and provides you with email feedback on the progress of your support tickets from initial submission to final resolution. <br />
<br />
You can read through the short introduction below, or just submit a tech request to dive right in.<br />
===Ticket priorities and our response times===<br />
Below are the list of priorities which are found under the '''"Priorities"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket and we may change the priority you put on a ticket.<br />
{| class="wikitable"<br />
|-<br />
!'''Priority'''<br />
!'''Default Due Date'''<br />
!We will assign the ticket within...<br />
!We will be in touch within...<br />
|-<br />
!'''Low'''<br />
|3 months<br />
|one day<br />
|one week<br />
|-<br />
!'''Medium'''<br />
|5 days<br />
|one hour<br />
|one day<br />
|-<br />
!'''High'''<br />
|1 day<br />
|half hour<br />
|half hour<br />
|-<br />
!'''Critical'''<br />
|1 hour<br />
|half hour<br />
|half hour<br />
|}<br />
<br />
==Ticket Creation==<br />
<br />
===Video Tutorial===<br />
Below is a quick 3 & 1/2 min video detailing the ticket submission process. It can also be found In our [https://help.incidentiq.com/hc/en-us/articles/115004084014-Submitting-a-New-Ticket#Link1 IIQ Help Center].<br />
[[File:IIQ - Ticket Submission.mp4|750px|alt=|none]]<br />
<br />
===Quick Tickets===<br />
The fastest and simplest way to submit a ticket through Incident IQ is by using the Quick Tickets option located on your Dashboard. This section lists assets that have been assigned to your user account, and represent the technology you personally interact with on a daily basis.<br />
<br />
#If you are submitting a ticket for an asset assigned to yourself, simply select it from the Quick Tickets section.<br />
<br />
[[File:IIQ_-_User_Dashboard.png|1071x1071px]]<br />
<br />
<br /><br />
<br />
Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select '''Issue not listed''' if you cant find your specific problem in this list.<br />
<br />
[[File:IIQ_-_Issue_category.png|874x874px]]<br />
<br />
<br />
<br />
2. After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''. <br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br /><br />
<br />
<br />
3. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
<br /><br />
<br />
<br />
===Submitting a Ticket for an Asset not in Quick Tickets===<br />
<br />
#This section details how to submit a ticket if you don't have assets saved as a favorite. From your ticket dashboard select New Ticket.<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Dashboard_(New_Ticket).png|988x988px]]<br />
<br />
<br />
<br />
2. You will be brought to the category section and asked to choose from the following<br />
<br />
*Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.)<br />
*Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.)<br />
*Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.)<br />
*Provisioning: Used to request user accounts for new employees, password resets and service requests.<br />
*Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment)<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Category.png|946x946px]]<br />
<br />
<br />
3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. If you don't know just select "'''I don't know the model"''' button at the bottom of the page<br />
<br />
[[File:IIQ_-_Ticket_submission_info.png|910x910px]]<br />
<br />
<br />
4. You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the listing or choose '''Issue not Listed''' if your specific problem isn't displayed. You can also use the search bar to quickly narrow down the listed problem selections.<br />
<br />
[[File:IIQ_-_Use_the_search_Bar.png|811x811px]]<br />
<br />
<br />
5. After selecting the correct category you will be asked to describe your issue in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''.<br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br />
6. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
<br />
<br />
<br />
<br /></div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Create_Tech_Support_Tickets&diff=6634Create Tech Support Tickets2022-08-23T14:02:50Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Submit a Ticket<br />
| summary = Follow these directions to submit a ticket in our helpdesk system<br />
| for_employees = Y<br />
| for_students = Y<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = Shervin Johnson<br />
| year = 2022-2023<br />
}}<br />
<br />
__TOC__<br />
<br />
<br />
==Submit a Tech Support Ticket==<br />
<br />
Incident IQ is our web-based method for logging a tech support request. This system enables us to keep better track of support requests and provides you with email feedback on the progress of your support tickets from initial submission to final resolution. <br />
<br />
You can read through the short introduction below, or just submit a tech request to dive right in.<br />
===Ticket priorities and our response times===<br />
Below are the list of priorities which are found under the '''"Priorities"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket and we may change the priority you put on a ticket.<br />
{| class="wikitable"<br />
|-<br />
!'''Priority'''<br />
!'''Default Due Date'''<br />
!We will assign the ticket within...<br />
!We will be in touch within...<br />
|-<br />
!'''Low'''<br />
|3 months<br />
|one day<br />
|one week<br />
|-<br />
!'''Medium'''<br />
|5 days<br />
|one hour<br />
|one day<br />
|-<br />
!'''High'''<br />
|1 day<br />
|half hour<br />
|half hour<br />
|-<br />
!'''Critical'''<br />
|1 hour<br />
|half hour<br />
|half hour<br />
|}<br />
<br />
==Ticket Creation==<br />
<br />
===Video Tutorial===<br />
Below is a quick 3 & 1/2 min video detailing the ticket submission process. It can also be found In our [https://help.incidentiq.com/hc/en-us/articles/115004084014-Submitting-a-New-Ticket#Link1 IIQ Help Center].<br />
[[File:IIQ - Ticket Submission.mp4|750px|alt=|none]]<br />
<br />
===Quick Tickets===<br />
The fastest and simplest way to submit a ticket through Incident IQ is by using the Quick Tickets option located on your Dashboard. This section lists assets that have been assigned to your user account, and represent the technology you personally interact with on a daily basis.<br />
<br />
#If you are submitting a ticket for an asset assigned to yourself, simply select it from the Quick Tickets section.<br />
<br />
[[File:IIQ_-_User_Dashboard.png|1071x1071px]]<br />
<br />
<br /><br />
<br />
Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select '''Issue not listed''' if you cant find your specific problem in this list.<br />
<br />
[[File:IIQ_-_Issue_category.png|874x874px]]<br />
<br />
<br />
<br />
2. After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''. <br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br /><br />
<br />
<br />
3. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
<br /><br />
<br />
<br />
===Submitting a Ticket for an Asset not in Quick Tickets===<br />
<br />
#This section details how to submit a ticket if you don't have assets saved as a favorite. From your ticket dashboard select New Ticket.<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Dashboard_(New_Ticket).png|988x988px]]<br />
<br />
<br />
<br />
2. You will be brought to the category section and asked to choose from the following<br />
<br />
*Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.)<br />
*Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.)<br />
*Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.)<br />
*Provisioning: Used to request user accounts for new employees, password resets and service requests.<br />
*Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment)<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Category.png|946x946px]]<br />
<br />
<br />
3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. If you don't know just select "'''I don't know the model"''' button at the bottom of the page<br />
<br />
[[File:IIQ_-_Ticket_submission_info.png|910x910px]]<br />
<br />
<br />
4. You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the listing or choose '''Issue not Listed''' if your specific problem isn't displayed. You can also use the search bar to quickly narrow down the listed problem selections.<br />
<br />
[[File:IIQ_-_Use_the_search_Bar.png|811x811px]]<br />
<br />
<br />
5. After selecting the correct category you will be asked to describe your issue in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''.<br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br />
6. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
<br />
<br />
<br />
<br /></div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Create_Tech_Support_Tickets&diff=6633Create Tech Support Tickets2022-08-23T14:02:23Z<p>Sjohnson: </p>
<hr />
<div>{{abox<br />
| name = Submit a Ticket<br />
| summary = Follow these directions to submit a ticket in our helpdesk system<br />
| for_employees = Y<br />
| for_students = Y<br />
| for_parents = <br />
| cat1 = RCS Software and Services<br />
| cat2 =<br />
| maintained = SJ<br />
| year = 2022-2023<br />
}}<br />
<br />
__TOC__<br />
<br />
<br />
==Submit a Tech Support Ticket==<br />
<br />
Incident IQ is our web-based method for logging a tech support request. This system enables us to keep better track of support requests and provides you with email feedback on the progress of your support tickets from initial submission to final resolution. <br />
<br />
You can read through the short introduction below, or just submit a tech request to dive right in.<br />
===Ticket priorities and our response times===<br />
Below are the list of priorities which are found under the '''"Priorities"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket and we may change the priority you put on a ticket.<br />
{| class="wikitable"<br />
|-<br />
!'''Priority'''<br />
!'''Default Due Date'''<br />
!We will assign the ticket within...<br />
!We will be in touch within...<br />
|-<br />
!'''Low'''<br />
|3 months<br />
|one day<br />
|one week<br />
|-<br />
!'''Medium'''<br />
|5 days<br />
|one hour<br />
|one day<br />
|-<br />
!'''High'''<br />
|1 day<br />
|half hour<br />
|half hour<br />
|-<br />
!'''Critical'''<br />
|1 hour<br />
|half hour<br />
|half hour<br />
|}<br />
<br />
==Ticket Creation==<br />
<br />
===Video Tutorial===<br />
Below is a quick 3 & 1/2 min video detailing the ticket submission process. It can also be found In our [https://help.incidentiq.com/hc/en-us/articles/115004084014-Submitting-a-New-Ticket#Link1 IIQ Help Center].<br />
[[File:IIQ - Ticket Submission.mp4|750px|alt=|none]]<br />
<br />
===Quick Tickets===<br />
The fastest and simplest way to submit a ticket through Incident IQ is by using the Quick Tickets option located on your Dashboard. This section lists assets that have been assigned to your user account, and represent the technology you personally interact with on a daily basis.<br />
<br />
#If you are submitting a ticket for an asset assigned to yourself, simply select it from the Quick Tickets section.<br />
<br />
[[File:IIQ_-_User_Dashboard.png|1071x1071px]]<br />
<br />
<br /><br />
<br />
Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select '''Issue not listed''' if you cant find your specific problem in this list.<br />
<br />
[[File:IIQ_-_Issue_category.png|874x874px]]<br />
<br />
<br />
<br />
2. After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''. <br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br /><br />
<br />
<br />
3. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
<br /><br />
<br />
<br />
===Submitting a Ticket for an Asset not in Quick Tickets===<br />
<br />
#This section details how to submit a ticket if you don't have assets saved as a favorite. From your ticket dashboard select New Ticket.<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Dashboard_(New_Ticket).png|988x988px]]<br />
<br />
<br />
<br />
2. You will be brought to the category section and asked to choose from the following<br />
<br />
*Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.)<br />
*Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.)<br />
*Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.)<br />
*Provisioning: Used to request user accounts for new employees, password resets and service requests.<br />
*Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment)<br />
<br />
[[File:IIQ_-_Requestor_Ticket_Category.png|946x946px]]<br />
<br />
<br />
3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. If you don't know just select "'''I don't know the model"''' button at the bottom of the page<br />
<br />
[[File:IIQ_-_Ticket_submission_info.png|910x910px]]<br />
<br />
<br />
4. You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the listing or choose '''Issue not Listed''' if your specific problem isn't displayed. You can also use the search bar to quickly narrow down the listed problem selections.<br />
<br />
[[File:IIQ_-_Use_the_search_Bar.png|811x811px]]<br />
<br />
<br />
5. After selecting the correct category you will be asked to describe your issue in greater detail. If there is any pertinent info to add, use the dialog box to notate. By default, you will also be asked to identify the location of the issue, the urgency of the ticket and whether it contains sensitive student information. If you're not sure where on campus the issue is taking place or if it's not on campus at all, select '''My Room is Not Listed'''.<br />
<br />
[[File:IIQ_-_Describe_the_issue.png|1099x1099px]]<br />
<br />
<br />
6. Select Submit Ticket to complete your entry and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.<br />
<br />
[[File:IIQ_-_Ticket_Successfully_Submitted.png|993x993px]]<br />
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<br /></div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Replace_Chromebook_Accessories&diff=4782Replace Chromebook Accessories2020-10-16T12:01:01Z<p>Sjohnson: </p>
<hr />
<div>We understand that tech devices undergo wear and tear or at times is misplaced. In the case of Chromebooks, the tech department, unfortunately doesn't keep replacement styluses or chargers in stock.<br />
<br />
If your Lenovo Chromebook stylus at any point breaks or becomes missing, there are two methods to obtain a replacement:<br />
<br />
#Please stop by the school store (located in the basement of the 9/10 building) between the hours of 8:00 am - 3:30 pm to purchase a replacement.<br />
#Purchase directly from Lenovo's website. ([https://www.lenovo.com/us/en/accessories-and-monitors/pens-and-supplies/pens/TAB-ACC-BO-Lenovo-500e-Chrome-Pen/p/4X80R08264?cid=us:sem%7Cse%7Cgoogle%7Cca+shopping+non-brand+non-intel+troas%7Cgs_accessories%7C%7C4X80R08264%7C6548549656%7C76751675217%7Cpla-430425465347%7Cshopping%7Cnon-brand&ef_id=EAIaIQobChMI3ayuhoe57AIViMDICh3UVA62EAYYAiABEgIUTPD_BwE:G:s&s_kwcid=AL!4030!3!385397270858!!!s!430425465347!!6548549656!76751675217&gclid=EAIaIQobChMI3ayuhoe57AIViMDICh3UVA62EAYYAiABEgIUTPD_BwE Lenovo 500E Chromebook Stylus])<br />
<br />
If your Lenovo Chromebook charger breaks or becomes missing please purchase a replacement from Lenovo's website or Amazon. <br />
<br />
*[https://www.lenovo.com/us/en/accessories-and-monitors/chargers-and-batteries/chargers/PWR-ADP-BO-Type-C-45W-Adapter/p/4X20M26252 Lenovo 500E Chromebook 45W Charger from Lenovo]<br />
*[https://www.amazon.com/Lenovo-4X20M26252-Adapter-Notebooks-Connection/dp/B073R87D8L/ref=sr_1_15?dchild=1&keywords=lenovo+500e+chromebook+charger+45w&qid=1590078460&sr=8-15 Lenovo 500E Chromebook 45W Charger from Amazon]</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Get_remote_tech_support&diff=3588Get remote tech support2020-03-11T15:39:16Z<p>Sjohnson: </p>
<hr />
<div><br />{{abox<br />
| name = Get remote tech support<br />
| summary = This page is intended for students and faculty during scheduled remote learning at Riverdale.<br />
| for_employees = y<br />
| for_students = y<br />
| for_parents = y<br />
| cat1 = Classroom Technology and Systems<br />
| cat2 = <br />
| maintained = JK<br />
| year = 2019-2020<br />
}}<br />
__TOC__<br />
==Remote support policy==<br />
We will provide our best effort support to students at home, both for school-owned and family-owned devices. In many cases, this should start as a support ticket and may escalate to a remote viewing session in which we walk you through solving an issue. If that doesn't work, we may request access to remote control the device with your permission. Our last line of support for failing hardware is for you to ship it back to the school. Please note that in many cases of hardware issue on family-owned devices, we'll suggest you go to the manufacturer or reseller for support on the physical hardware.<br />
<br />
==Level 1: Phone/Email based support==<br />
If you are having any issue with your device please choose one of the options below. We will respond as soon as we can. Please be sure to include your preferred method of contact.<br />
<br />
* [https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web <br />
* or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu''']<br />
<br />
'''Notes:''' <br />
* Please do NOT email one of us directly, you will get the fastest service via a tech support ticket!<br />
* If you are experiencing a hardware issue, please include your Asset Number or Serial Number so we can determine how to proceed if extra steps are needed.<br />
** Asset numbers are located on the barcode affixed to the back or bottom of a school-owned device, they are typically 4-5 digits.<br />
** For the serial number on macOS go to the Apple Menu > About This Mac and the serial number will be at the bottom above the System Report... and Software Update... buttons.<br />
** For the serial number on iOS devices, go to Settings > General > About, and the serial number will be under the model number.<br />
<br />
== Level 2: Remote viewing using Google Meet==<br />
An RCS technician will create a calendar invite with a Google Meet link to provide remote support.<br />
<br />
*Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a virtual check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Click here''']] for more details on Google Meet.<br />
<!--[[File:Meets.png|150px|link=Use Google Hangouts Meet for Remote Learning?]]--><br />
<br />
== Level 3: Remote control==<br />
If we need to be hands-on (i.e. control your computer) we will ask you to use [https://remotedesktop.google.com/support '''Chrome Remote Desktop''']. <br />
<br />
For information on how to Set up remote access to your computer or Sharing your computer with someone else, please see the [https://support.google.com/chrome/answer/1649523?co=GENIE.Platform%3DDesktop&hl=en '''documentation provided by Google'''].<br />
<br />
==Level 4: If we can't fix it remotely ==<br />
If the issues experienced on a school-owned device cannot be solved via remote support, we may request that you ship the device back to the school. In this scenario, we'd ship you a device with a return shipping label and ask you to use the shipping box to return your device to us. You will receive an update in regards to your device if the unit had to be replaced, etc. You will not be charged for any student-based laptop that was provided by Riverdale Country School (Lenovo Chromebook).</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Get_remote_tech_support&diff=3528Get remote tech support2020-03-10T14:56:38Z<p>Sjohnson: </p>
<hr />
<div><br />{{abox<br />
| name = Get remote tech support<br />
| summary = This page is intended for students and faculty during scheduled remote learning at Riverdale.<br />
| for_employees = y<br />
| for_students = y<br />
| for_parents = y<br />
| cat1 = Classroom Technology and Systems<br />
| cat2 = <br />
| maintained = <br />
| year = 2019-2020<br />
}}<br />
<br />
==Remote Support Options==<br />
<br />
===Phone/Email based===<br />
If you are having issues with your device, please [https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa submit a tech support ticket] or email [mailto:tech-support@riverdale.edu tech-support@riverdale.edu] and we will respond as soon as we can. If you are experiencing a hardware issue, please include your Asset Number or Serial Number so we can determine the warranty status and can proceed from there.<br />
<br />
===Remote viewing=== <br />
We may invite you to a Google Meet in order to provide remote support.<br />
<br />
Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Here's''']] an article with all the details on how to use this tool.<br />
<br />
[[File:Meets.png|150px|link=Use Google Hangouts Meet for Remote Learning?]]<br />
<br />
===Remote control=== <br />
If we need to be hands-on (i.e. control your computer) we will ask you to use Chrome Remote Desktop</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Get_remote_tech_support&diff=3527Get remote tech support2020-03-10T14:56:10Z<p>Sjohnson: </p>
<hr />
<div>If you are having software issues / hardware issues with your device, please submit a ticket or email [[Mailto:tech-support@riverdale.edu|tech-support@riverdale.edu]] and we will respond as soon as we can. If you are experiencing a hardware issue, please include your Asset Number or Serial Number so we can determine the warranty status and can proceed from there.{{abox<br />
| name = Get remote tech support<br />
| summary = This page is intended for students and faculty during scheduled remote learning at Riverdale.<br />
| for_employees = y<br />
| for_students = y<br />
| for_parents = y<br />
| cat1 = Classroom Technology and Systems<br />
| cat2 = <br />
| maintained = <br />
| year = 2019-2020<br />
}}<br />
<br />
==Remote Support Options==<br />
<br />
===Phone/Email based===<br />
If you are having issues with your device, please [https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa submit a tech support ticket] or email [mailto:tech-support@riverdale.edu tech-support@riverdale.edu] and we will respond as soon as we can. If you are experiencing a hardware issue, please include your Asset Number or Serial Number so we can determine the warranty status and can proceed from there.<br />
<br />
===Remote viewing=== <br />
We may invite you to a Google Meet in order to provide remote support.<br />
<br />
Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Here's''']] an article with all the details on how to use this tool.<br />
<br />
[[File:Meets.png|150px|link=Use Google Hangouts Meet for Remote Learning?]]<br />
<br />
===Remote control=== <br />
If we need to be hands-on (i.e. control your computer) we will ask you to use Chrome Remote Desktop</div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=Template:SJ&diff=1932Template:SJ2018-08-10T13:21:49Z<p>Sjohnson: Created page with "{{Ambox | name = SJ | subst = <includeonly>{{subst:substcheck}}</includeonly> | small = left | type = | image = 40px | sect = {{{1|}}} | issue = is maintained..."</p>
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<div></div>Sjohnsonhttps://howdoi.riverdale.edu/w/index.php?title=User_Tags&diff=1930User Tags2018-08-10T13:16:21Z<p>Sjohnson: </p>
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<div></div>Sjohnson