It's Ticket Season... Just a Couple Reminders

 

With back to school now in our rear view mirror, we now enter (Incident IQ) ticket season! This is a busy time for the technology department and we wanted to share some reminders which can help us help you. 

Did you know you can submit a ticket on behalf of someone else? Yes, this is true. If you are helping a colleague or a student, changing whose submitting the ticket can help the IT department assist the correct person. It will save us time in making sure we are communicating with the person in need. 

At the top of the progress bar, underneath your name, you can click on 'EDIT REQUESTER' and select another individual. 

If I'm in multiple buildings, am I able to let you know which one I'm having the issue in? Yes, you are able to indicate this. When submitting an incident IQ ticket, the system pulls your primary building as the location of the ticket. Since our CST's and Technicians are deployed to support specific locations, this will ensure the correct person is available to assist. 

At the top of the progress bar, next to the name of the requester, you can click on 'EDIT LOCATION' and select another building in the district. 

Our most important request... DETAILS! When filling out an incident IQ, you will be brought to a section where you can 'Describe your issue'. Please be as detailed as possible. For instance, stating "It doesn't work." could mean a variety of possibilities dependent upon the technology tool you are requesting assistance with. Also, if you can describe what you have tried in terms of troubleshooting the issue, that can save us time in communicating back and forth. If we know you already 'cleared your cache' and 'restarted the device' we will not have to reply to the ticket with those suggestions.  

One last thing... When working on a ticket, sometimes the fastest way to communicate with you in making a comment in the ticket. You will be notified of the comment and can reply, simply by replying to the email. This can dramatically speed up the resolution of the ticket by having timely responses.