Get Riverdale Tech Help: Difference between revisions

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{{abox
{{AboxNew
| name         = Get help?
| name = Get tech help at school
| summary      = How to get Tech help.
| learning = x
| for_employees = Yes
| instruction = x
| for_students  = Yes
| community = x
| for_parents  =
| summ = Get tech help at school
| cat1          =  RCS software and services
| maintained = MV
| cat2          =
| year = 2024-2025
| maintained   = SDC
| year         = 2016-2017
}}
}}
[[File:life-ring.png|100 px]]
__TOC__
== 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 [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu] ==
[[File:IIQ LOGO.jpg|100 px]]
==Call x50!==


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.
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.


== Submit a Tech Support Ticket ==
==E-mail [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu]==


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.  
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'''''.


You can read through the short introduction below, or just {{tsreq}} to dive right in.
==Submit a Tech Support Ticket==


=== Login ===
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.


Log in to WHD with your Riverdale domain username and password.
You can read through the short introduction below, or just {{tsreq}} to dive right in.
 
===Ticket priorities and our response times===
[[Image:WHDLogin.gif|thumbnail|400 px]]<br clear="all">
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.  
 
=== User Options ===
 
[[Image:WHDTopBtns14.png|thumbnail|400 px]]<br clear="all">
 
* 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 ===
 
[[Image:WHDHlpReqTop.gif|thumbnail|400 px]]<br clear="all">
 
=== 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"
{| class="wikitable"
|
| colspan="6" rowspan="1" |'''Automated'''
| colspan="2" rowspan="1" |'''Manual'''
|-
|-
!'''Priority'''
!'''Priority'''
!'''Default Due Date'''
!'''Default Due Date'''
!'''Alert Level'''
!We will assign the ticket within...
!'''Not Assigned'''
!We will be in touch within...
!'''Not Updated'''
!'''Not Completed'''
!'''Alert Repeat Interval'''
!'''Reponse after Client note'''
!'''How often do you update ticket?'''
|-
|-
! rowspan="3" |'''Low'''
!'''Low'''
| rowspan="3" |3 months
|3 months
|1
|one day
|1 day
|one week
|1 month (before due)
|1 week (before due)
| rowspan="3" |5 days
| rowspan="3" |1 day
| rowspan="3" |2 weeks
|-
|-
|2
!'''Medium'''
|1 day
|5 days
|2 weeks (before due)
|one hour
|due date
|one day
|-
|-
|3
!'''High'''
|1 day
|1 day
|1 weeks (before due)
|half hour
|1 week (after due)
|half hour
|-
! 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
!'''Critical'''
|1 hour
|5 mins
|1 hour (after created)
|half hour
|due date
|half hour
|-
|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)
|}
|}
;
===Login===
 
Log in to IIQ with your '''''Riverdale username''''' and '''''passphrase''''' using '''''Google SSO'''''.[[File:Screen Shot 2021-08-16 at 10.51.47 AM.png|thumb|alt=|268x268px|none]]
===User Options===
[[File:IIQ_Home_Screen_Toolbar.png|alt=IIQ Home Screen Toolbar.png|1134x1134px]]
*'''''Tickets''''' - Shows your account's ticket history, also allows you to make comments and act on tickets still open.
*'''''Assets''''' - Shows you all assets assigned to you or marked as a favorite.
*'''''Search''''' - Search for tickets and assets in the system
*'''''Help''''' - Get answers to frequently asked questions and access both the help and training centers
*'''''Notification Bell''''' - listing of all notifications
*'''''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.
===New Ticket Screen===
[[File:Ticket creation screen.png|thumb|714x714px|none]]<br clear="all">
 
== If you need remote support ==
Now that we are all full-time in-person, we rarely do remote support sessions. Please see our [[Get remote tech support|HowDoI get remote tech support]] article for more information.
 
[[Category:Family Resources]]

Latest revision as of 12:53, 12 August 2024

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SummaryGet tech help at school
AuthorMaintained by Matthijs van Mierlo
HelpGet help with this article
StatusUp-to-date for the 2024-2025 school year.


IIQ LOGO.jpg

Call x50!

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.

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. Your ticket will be automatically set to Medium priority.

Submit a Tech Support Ticket

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.

You can read through the short introduction below, or just submit a tech support request to dive right in.

Ticket priorities and our response times

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.

Priority Default Due Date We will assign the ticket within... We will be in touch within...
Low 3 months one day one week
Medium 5 days one hour one day
High 1 day half hour half hour
Critical 5 mins half hour half hour

Login

Log in to IIQ with your Riverdale username and passphrase using Google SSO.

User Options

IIQ Home Screen Toolbar.png

  • Tickets - Shows your account's ticket history, also allows you to make comments and act on tickets still open.
  • Assets - Shows you all assets assigned to you or marked as a favorite.
  • Search - Search for tickets and assets in the system
  • Help - Get answers to frequently asked questions and access both the help and training centers
  • Notification Bell - listing of all notifications
  • 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.

New Ticket Screen

Ticket creation screen.png


If you need remote support

Now that we are all full-time in-person, we rarely do remote support sessions. Please see our HowDoI get remote tech support article for more information.

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