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Get Riverdale Tech Help: Difference between revisions
→New Ticket Screen
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== Call x50! == | ==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. | 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. Your ticket will be automatically set to Medium priority. | 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== | ||
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. | 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. | You can read through the short introduction below, or just {{tsreq}} 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 '''"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 | 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" | ||
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|5 minutes | |5 minutes | ||
|} | |} | ||
=== Login === | ===Login=== | ||
Log in to IIQ with your Riverdale domain username and passphrase. | Log in to IIQ with your Riverdale domain username and passphrase. | ||
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[[Image:WHDLogin.gif|thumbnail|400 px]]<br clear="all"> | [[Image:WHDLogin.gif|thumbnail|400 px]]<br clear="all"> | ||
=== User Options === | ===User Options=== | ||
[[File:IIQ Home Screen Toolbar|frame]] | [[File:IIQ Home Screen Toolbar|frame]] | ||
* Tickets - Shows your account's ticket history, also allows you to make comments and act on tickets still open. | *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. | *Assets - Shows you all assets assigned to you or marked as a favorite. | ||
* Kb (knowledge base) - Not in use | *Kb (knowledge base) - Not in use | ||
* Search - Search for tickets and assets in the system | *Search - Search for tickets and assets in the system | ||
* Help - Get answers to frequently asked questions and access both the help and training centers | *Help - Get answers to frequently asked questions and access both the help and training centers | ||
* Notification Bell - listing of all notifications | *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. | *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 === | ===New Ticket Screen=== | ||
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[[File:Ticket creation screen.png|thumb|714x714px]] | |||
[[File:Ticket creation screen.png|thumb]] | |||