997
edits
Create Tech Support Tickets: Difference between revisions
no edit summary
No edit summary |
No edit summary |
||
| (11 intermediate revisions by 2 users not shown) | |||
| Line 4: | Line 4: | ||
| for_employees = Y | | for_employees = Y | ||
| for_students = Y | | for_students = Y | ||
| for_parents = | | for_parents = | ||
| cat1 = RCS Software and Services | | cat1 = RCS Software and Services | ||
| cat2 = | | cat2 = | ||
| maintained = | | maintained = SJ | ||
| year = | | year = 2021-2022 | ||
}} | }} | ||
__TOC__ | __TOC__ | ||
| Line 32: | Line 20: | ||
You can read through the short introduction below, or just submit a tech request to dive right in. | You can read through the short introduction below, or just submit a tech request 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 '''"Priorities"''' 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 '''"Priorities"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket and we may change the priority you put on a ticket. | ||
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
| Line 56: | Line 44: | ||
|- | |- | ||
!'''Critical''' | !'''Critical''' | ||
| | |1 hour | ||
| | |half hour | ||
| | |half hour | ||
|} | |} | ||
==Ticket Creation== | ==Ticket Creation== | ||
| Line 66: | Line 53: | ||
===Video Tutorial=== | ===Video Tutorial=== | ||
Below is a quick 3 & 1/2 min video detailing the ticket submission process. It can also be found In our [https://help.incidentiq.com/hc/en-us/articles/115004084014-Submitting-a-New-Ticket#Link1 IIQ Help Center]. | Below is a quick 3 & 1/2 min video detailing the ticket submission process. It can also be found In our [https://help.incidentiq.com/hc/en-us/articles/115004084014-Submitting-a-New-Ticket#Link1 IIQ Help Center]. | ||
[[File:IIQ - Ticket Submission.mp4| | [[File:IIQ - Ticket Submission.mp4|750px|alt=|none]] | ||
===Quick Tickets=== | ===Quick Tickets=== | ||
| Line 80: | Line 64: | ||
<br /> | <br /> | ||
Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select Issue not listed if you cant find your specific problem in this list. | Doing so will open the Ticket Wizard. Here you can choose the problem category that best describes the issue you're experiencing. Choose from the displayed list, or type in the search bar and if it is in our database, the description will auto populate. Select '''Issue not listed''' if you cant find your specific problem in this list. | ||
[[File:IIQ_-_Issue_category.png|874x874px]] | [[File:IIQ_-_Issue_category.png|874x874px]] | ||
| Line 111: | Line 95: | ||
*Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.) | *Software/Online Systems: Used when a problem arises with an application (i.e. Schoology, Google Drive, Emails, etc.) | ||
*Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.) | *Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to Wi-Fi, etc.) | ||
*Provisioning: Used to request user accounts for new employees, password resets and service requests. | |||
*Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment) | *Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment) | ||
| Line 116: | Line 101: | ||
3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. | 3. Once you've chosen a category you will be asked what online system/software or hardware is related to the issue. If you don't know just select "'''I don't know the model"''' button at the bottom of the page | ||
[[File:IIQ_-_Ticket_submission_info.png|910x910px]] | [[File:IIQ_-_Ticket_submission_info.png|910x910px]] | ||