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Create Tech Support Tickets: Difference between revisions
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| 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__ | ||
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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" | ||
|- | |- | ||
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|- | |- | ||
!'''Critical''' | !'''Critical''' | ||
| | |1 hour | ||
| | |half hour | ||
| | |half hour | ||
|} | |} | ||
==Ticket Creation== | ==Ticket Creation== | ||
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===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=== | ||
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<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]] | ||
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*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) | ||
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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]] | ||