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Use the HelpDesk
for...
• Reporting issues related with technology
• Requesting added features/software installs
• Requesting new network/email accounts
SUBMIT A TICKET...
Send an email to:
techrequest (internet address is
techrequest@ccsd.cc)
If you have a 'Top Priority' issue call 784-2850,
ext 4040
(between 8am and 4pm). |
How to Check the Status of a Previously
Submitted Ticket
If you want to find out the progress on one
ticket you submitted, send an E-mail to
techrequest@ccsd.cc with Status in the Subject line
and the ticket's ID number (example: 2234) in the Body of the
E-mail. After you send this E-mail, you will receive one
from techrequest@ccsd.cc
that contains the status of your ticket, who it is assigned to,
and what priority it is at.
Example:
To:
techrequest@ccsd.cc
Subject: Status
Body: 2234
How to Check the Status of All Previously
Submitted Tickets
If you have more than one ticket you need a
status report for, send an E-mail to
techrequest@ccsd.cc with AllStatus in the Subject
line. You do not need to put anything in the Body of the
E-mail. After you send it, you will receive information
regarding all open tickets that were created by you.
Example:
To:
techrequest@ccsd.cc
Subject: AllStatus
Body:
How to Update Information in a Previously
Sent Ticket
If you want to update the description of a
ticket you have previously submitted, you need the ticket's ID
number (example: 2234). Send an E-mail to
techrequest@ccsd.cc with a Subject of Append:NUM
("NUM" will be the ticket's number) and put the information you
want to add to the ticket in the E-mail's Body. The
information will be added to the open ticket when you send it.
Example:
To:
techrequest@ccsd.cc
Subject: Append:2234
Body: My computer also makes a clicking noise.
Important Notes
All
requests are prioritized by the building principals
working with the director of technology. The helpdesk is the
best vehicle to request/receive technology help. In an
emergency or if the HelpDesk is not available, please call the
Technology hotline at 784-2850, ext. 23. By utilizing this
system, we are able to more efficiently
prioritize, complete and
track HelpDesk requests.
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Helpdesk Request
Priorities Explained |
Building Level Priorities
- Priority 1 - Top Priority, this priority needs building principal or tech
director approval
- Priority 2 - Priority, a technology need exists and needs to be
addressed as soon as possible (ASAP).
- Priority 3 - Tech Request, a technology issue exists and need to be
addressed.
- Priority 4 - Hindrance, a technology improvement is requested.
Other priorities are user selectable, they are used by the technology team
to provide feedback to the requester:
- Priority 8 - Pending Due Date, waiting for helpdesk requests
presentation/due date
- Priority 9 - Pending Purchase, purchasing of item is underway and
waiting for delivery
- Priority10 - Pending Repair, helpdesk items are out for repair and
waiting for return
- Priority 11 - Pending Consult, helpdesk request is beyond our
resources and waiting for outside consultation
District Level Priorities
- Priority 1, 911 - District wide top priority, issue affects the entire
district (i.e.. server down, network down,,,,)
- Priority 1, 811 - District wide, issue affects most of the district,
fix is needed today, emergency......
- Priority 1, 711 - District wide, issue is to be addressed as soon as
possible (ASAP)
Priority 1, 911 - Technology Team member stops what ever they are doing
and focuses attention on this request only, with no distractions. Overtime
is authorized and if needed outside resources are called upon. Feedback is
shared at least every 4 hours with the requester, building principal and the
Tech Dir. until the issue is resolved. Additional Tech team members may be
assigned to this task.
Priority 1, 811 - Technology Team member finishes a current priority
assignment, then focuses attention on this request. Feedback is shared at
least every 8 hours with the requester, building principal and tech
director. Overtime may be authorized and outside resources may be called
upon. If the tech team member cannot complete the assignment on the day that
it was requested, it is reassigned to another team member and the Dir. Of
Tech is notified. Additional team members may be assigned to this task.
Priority 1, 711 - Technology Team member finishes all other district
priority assignments, then focuses attention on this request. Overtime may
be authorized and outside resources may be called upon. If the tech team
member cannot complete the assignment the day it is received, it is
reassigned to another team member and the Dir. Of Tech is notified.
Additional team members may be assigned to the task.
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