Get Riverdale Tech Help: Difference between revisions

Summary	Get tech help at school
Author	Maintained by Matthijs van Mierlo
Help	Get help with this article
Status	Up-to-date for the 2024-2025 school year.

Latest revision as of 12:53, 12 August 2024

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

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

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.

@@ Line 1: / Line 1: @@
-{{abox
+{{AboxNew
- | name          = Get help?
+| name = Get tech help at school
- | summary       =
+| learning = x
- | for_employees =
+| instruction = x
- | for_students  =
+| community = x
- | for_parents   =
+| summ = Get tech help at school
- | cat1          =  RCS software and services
+| maintained = MV
- | cat2          =
+| year = 2024-2025
- | maintained    =
- | year          = 2016-2017
 }}
+__TOC__
-[[File:life-ring.png|100 px]]
-== Call x50! ==
+[[File:IIQ LOGO.jpg|100 px]]
+==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.
+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 [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.
+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==
-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.
+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 {{tsreq}} 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.
+{| class="wikitable"
+|-
+!'''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===
-=== 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">
-Log in to WHD with your Riverdale domain username and password.
+== 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.
-[[Image:WHDLogin.gif]]
+[[Category:Family Resources]]
-=== User Options ===
-[[Image:WHDTopBtns14.png]]
-* 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]]