Get Riverdale Tech Help: Difference between revisions

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[[Image:WHDHlpReqTop.gif|thumbnail|400 px]]<br clear="all">
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=== Ticket Priorities and Alerts===
=== 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.
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
{| 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
|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
!'''Critical'''
|3 mins
|5 mins
|5 mins (after created)
|a minute or so
|5 min (after due)
|5 minutes
|}
|}
;
;

Revision as of 21:47, 21 October 2018

This article is...
Summary.pngHow to get Tech help.
IntendedES.pngIntended for
Employees and Students
Categories.pngCategorized under
RCS software and services
SDC.jpgMaintained by
Sean Dagony-Clark
2016-2017.pngin need of review.


Life-ring.png

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.

WHDLogin.gif


User Options

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

WHDHlpReqTop.gif


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

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 a minute or so 5 minutes
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