Get Riverdale Tech Help: Difference between revisions
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=== Ticket Priorities and Alerts=== | |||
Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket. | |||
{| class="wikitable" | |||
| | |||
| colspan="6" rowspan="1" |'''Automated''' | |||
| colspan="2" rowspan="1" |'''Manual''' | |||
|- | |||
!'''Priority''' | |||
!'''Default Due Date''' | |||
!'''Alert Level''' | |||
!'''Not Assigned''' | |||
!'''Not Updated''' | |||
!'''Not Completed''' | |||
!'''Alert Repeat Interval''' | |||
!'''Reponse after Client note''' | |||
!'''How often do you update ticket?''' | |||
|- | |||
! rowspan="3" |'''Low''' | |||
| rowspan="3" |3 months | |||
|1 | |||
|1 day | |||
|1 month (before due) | |||
|1 week (before due) | |||
| rowspan="3" |5 days | |||
| rowspan="3" |1 day | |||
| rowspan="3" |2 weeks | |||
|- | |||
|2 | |||
|1 day | |||
|2 weeks (before due) | |||
|due date | |||
|- | |||
|3 | |||
|1 day | |||
|1 weeks (before due) | |||
|1 week (after due) | |||
|- | |||
! rowspan="3" |'''Medium''' | |||
| rowspan="3" |5 days | |||
|1 | |||
|1 hour | |||
|1 day (after created) | |||
|1 day (before due) | |||
| rowspan="3" |1 day | |||
| rowspan="3" |4 hours | |||
| rowspan="3" |3 days | |||
|- | |||
|2 | |||
|2 hours | |||
|2 days (after created) | |||
|due date | |||
|- | |||
|3 | |||
|3 hours | |||
|3 days (after created) | |||
|1 day (after due) | |||
|- | |||
! rowspan="3" |'''High''' | |||
| rowspan="3" |1 day | |||
|1 | |||
|30 mins | |||
|30 mins (after created) | |||
|1 hour (before due) | |||
| rowspan="3" |1 hour | |||
| rowspan="3" |1 hour | |||
| rowspan="3" |Discretion | |||
|- | |||
|2 | |||
|1 hour | |||
|1 hour (after created) | |||
|due date | |||
|- | |||
|3 | |||
|1.5 hours | |||
|1.5 hours (after created) | |||
|1 hour (after due) | |||
|- | |||
! rowspan="3" |'''Critical''' | |||
| rowspan="3" |5 mins | |||
|1 | |||
|1 mins | |||
|5 mins (after created) | |||
|1 min (before due) | |||
| rowspan="3" |15 mins | |||
| rowspan="3" |Discretion | |||
| rowspan="3" |Discretion | |||
|- | |||
|2 | |||
|2 mins | |||
|5 mins (after created) | |||
|due date | |||
|- | |||
|3 | |||
|3 mins | |||
|5 mins (after created) | |||
|5 min (after due) | |||
|} | |||
; | |||
Revision as of 21:33, 21 October 2018
 | How to get Tech help. |
|---|---|
 | Intended for Employees and Students |
 | Categorized under RCS software and services |
 | Maintained by Sean Dagony-Clark |
 | in need of review. |
Call x50!
Just do it, from any campus phone. All of our phones will ring, and we'll help by phone or come running if you need us. You can also leave a voicemail that will go straight to a Web Helpdesk ticket.
E-mail support-ticket@riverdale.edu
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.
Submit a Tech Support Ticket
Web Helpdesk 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.
You can read through the short introduction below, or just submit a tech support request to dive right in.
Login
Log in to WHD with your Riverdale domain username and password.
User Options
- Request - Brings you to the Help Request screen.
- History - Shows you a list of all the cases you have created and allows you to make comments and act on cases still open.
- Assets - Shows you all assets assigned to you. Uncheck "Reservable," then click "Search."
- FAQs - Shows you answers to frequently asked questions.
- User Profile - Allows you to change information about your WHD profile. This information should not be modified.
Help Request screen
Ticket Priorities and Alerts
Below are the list of priorities which are found under the "Status & Schedule" section of the ticket. Each priority determines the sense of urgency in resolving a ticket.
| Automated | Manual | |||||||
| Priority | Default Due Date | Alert Level | Not Assigned | Not Updated | Not Completed | Alert Repeat Interval | Reponse after Client note | How often do you update ticket? |
|---|---|---|---|---|---|---|---|---|
| Low | 3 months | 1 | 1 day | 1 month (before due) | 1 week (before due) | 5 days | 1 day | 2 weeks |
| 2 | 1 day | 2 weeks (before due) | due date | |||||
| 3 | 1 day | 1 weeks (before due) | 1 week (after due) | |||||
| Medium | 5 days | 1 | 1 hour | 1 day (after created) | 1 day (before due) | 1 day | 4 hours | 3 days |
| 2 | 2 hours | 2 days (after created) | due date | |||||
| 3 | 3 hours | 3 days (after created) | 1 day (after due) | |||||
| High | 1 day | 1 | 30 mins | 30 mins (after created) | 1 hour (before due) | 1 hour | 1 hour | Discretion |
| 2 | 1 hour | 1 hour (after created) | due date | |||||
| 3 | 1.5 hours | 1.5 hours (after created) | 1 hour (after due) | |||||
| Critical | 5 mins | 1 | 1 mins | 5 mins (after created) | 1 min (before due) | 15 mins | Discretion | Discretion |
| 2 | 2 mins | 5 mins (after created) | due date | |||||
| 3 | 3 mins | 5 mins (after created) | 5 min (after due) | |||||