Creating a Maintenance Support Ticket

August 9, 2016 by bejenkins

Maintenance tickets are used to report issues to the maintenance department so they can take care of things. (ie, Lights, built-in speakers, etc. Basically, if the work will require fastening or unfastening something from the building in any way that is more than just unplugging from an outlet, maintenance needs to be notified.) They are also used for installation of items such as ActivBoards, TVs, or projectors.

  1. Log in to Help Desk.
  2. Select Request at the top of the screen.helpdeskcreateticketstep2
  3. From the Request Type drop-down menu, select Maintenance.helpdeskmaintainstep3
  4. Select from the following types of tickets in the drop-down that appears.
    • Events and Activities – Use this if maintenance is needed for setting up for special events.
    • Maintenance Leave Request – Only used by maintenance employees.
    • New Install – Use this for maintenance to install something new in your building.
    • Repair – Use this if something (ie, lights, built-in speakers) needs repaired.
    • Replacement – Use this is something is dead and you need it replaced.
    • Supply Order – Only used by custodial and maintenance employees.
  5. After that, depending on what you selected, fill in all the pertinent information and select Save.

Viewing Current and Past Tickets

by bejenkins

Viewing Current and Past Tickets

Introduction

There are a few reasons why you might want to view current or past tickets in Help Desk. You can add notes to tickets to inform techs that the issue has changed, or to give the tech information they requested. If a ticket has been closed, but the problem is persisting, you can add a note to reopen it. This is preferred to creating a new ticket because we can easily see what we have already tried to do to fix the issue, and we can skip trying the same stuff again. Go into the Settings app.

Step 1

Log into Help Desk.

Step 2

Select History at the top of the screen.

helpdeskviewticketsstep2

Step 3

Under the Status drop-down menu, select one of the following.

  1. All Active – This shows all the tickets you have put in that are currently active.
  2. Closed – This shows all the tickets that have been closed by the techs. If you add a note to one of these tickets, it will be reopened.

Step 4

Once you make your selection, you will see a list of tickets submitted by you. Just click on the one you wish to add a note to or reopen and that ticket will be displayed. Any notes you add to the ticket will notify the tech that you added information to the ticket.

Logging in to Help Desk

by bejenkins

Logging in to Help Desk

Step 1

Go to http://helpdesk.lcsd2.org

Step 2

Log in using your email address and password.

Step 3

If you don’t know your log in credentials or can’t log in, please inform the secretary in your school and they will request an account for you.

Creating a Technology Support Ticket

by bejenkins

  1. Log in to Help Desk.
  2. Select Request at the top of the page.helpdeskcreateticketstep2
  3. Under the Request Type drop-down menu, select IT.helpdeskcreateticketstep3
  4. A new drop-down menu will appear. Here is a description of the different options.helpdeskcreatetickestep4
    • Hardware – Use if something is physically wrong – screen won’t turn on, etc.
    • IT Purchase Request – This should be used mostly by admins and secretaries, or at least with your admin’s approval, since they manage the budgets.
    • Phone / Voicemail – If your phone is giving you any grief, use this option.
    • Power School – Use this if your question is pertaining to Power School.
    • SEAS – Use this if your question is pertaining to SEAS.
    • Software – Use this if some bit of software (ActivInspire, Office, etc.) isn’t working.
    • Student Self-Service App Request – If there is an app you would like to appear in the Self-Service app on your students’ iPads, use this to request it. The full name of the app is required and a description of the app’s icon is helpful (they can sometimes be hard to find).
  5. In the Subject Field, abbreviate what is happening. (ie, “Office Crashing” or “Need app on Student iPads”) In the Request Detail Field, please describe with as much detail as you can what is happening and when. (ie, “When I open Excel, the loading screen appears and then Excel crashes and I get a message that says ‘Excel unexpected quit.'”)
    • “It doesn’t work” is not a good description, and will increase the time it takes to fix the issue for you, since we will need to get in touch with you and figure out what is happening exactly. If there is an error message, read it and write it down! Many time it explains exactly what happened and can help you figure out what you need to do or help us know what to do. If you write a detailed description and include an error messages, we can very often fix it within a short time.
  6. If your problem is with a specific computer or device and that device is assigned to you, click on the asset in your list of assets at the bottom of the page. you can select as many assets as you need to in the list. (For app requests for student iPads, you don’t need to do this unless it is a purchased app that is needed on a specific device.) If you don’t have the device listed there, write the asset number in the Request Details field.helpdeskcreateticketstep6
  7. Click on Save. You are done!