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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   = DJS
| year         = 2020-2021
}}
}}
[[File:life-ring.png|100 px]]
__TOC__
 
 
[[File:IIQ LOGO.jpg|100 px]]
==Call x50!==
==Call x50!==


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==E-mail [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu]==
==E-mail [mailto:support-ticket@riverdale.edu 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.
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==
==Submit a Tech Support Ticket==
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You can read through the short introduction below, or just {{tsreq}} to dive right in.
You can read through the short introduction below, or just {{tsreq}} to dive right in.
===Ticket priorities and our response times===
===Ticket priorities and our response times===
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. We may change the priority you put on a ticket
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.
{| class="wikitable"
{| class="wikitable"
|-
|-
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!'''Critical'''
!'''Critical'''
|5 mins
|5 mins
|a minute or so
|half hour
|5 minutes
|half hour
|}
|}
===Login===
===Login===


Log in to IIQ with your Riverdale domain username and passphrase.
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]]
 
 
[[File:Screen Shot 2021-08-16 at 10.51.47 AM.png|thumb]]
 
===User Options===
===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.


[[File:IIQ Home Screen Toolbar.png|IIQ Home Screen Toolbar.png|1134x1134px]]
[[Category:Family Resources]]
 
*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.
*Kb (knowledge base) - Not in use
*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===
<br clear="all">
 
[[File:Ticket creation screen.png|thumb|714x714px]]<br clear="all">
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