Get Riverdale Tech Help: Difference between revisions

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Get Riverdale Tech Help (view source)

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-{{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 = 2023-2024
- | maintained    =
- | year          = 2016-2017
 }}
+__TOC__
-{{2014-2015|Approved=SDC}}
-{{SDC}}
-<br>
+[[File:IIQ LOGO.jpg|100 px]]
+==Call x50!==
-[[Image:life-ring.png|170px]]
+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.
-== Call x50! ==
+==E-mail [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu]==
-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.
+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.
-== E-mail [mailto:support-ticket@riverdale.edu support-ticket@riverdale.edu] ==
+==Submit a Tech Support Ticket==
-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.
+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.
-== 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 {{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 domain username and passphrase using Google SSO.[[File:Screen Shot 2021-08-16 at 10.51.47 AM.png|thumb|alt=|268x268px|none]]
+===User Options===
-Log in to WHD with your Riverdale domain username and password.
+[[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.
-[[Image:WHDLogin.gif]]
+*Assets - Shows you all assets assigned to you or marked as a favorite.
+*Kb (knowledge base) - Not in use
-=== User Options ===
+*Search - Search for tickets and assets in the system
+*Help - Get answers to frequently asked questions and access both the help and training centers
-[[Image:WHDTopBtns14.png]]
+*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.
-* Request - Brings you to the Help Request screen.
+===New Ticket 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.
+[[File:Ticket creation screen.png|thumb|714x714px|none]]<br clear="all">
-* 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]]
+[[Category:Family Resources]]