PLEASE DO NOT ASK THE I.T. STAFF VERBALLY or VIA EMAIL FOR REQUESTS.

This includes phone calls, passing conversations, and coming to the office or lab.

Only TECH REQUESTS will be addressed as issues.

 

Today’s inaugural Tech Tip is a three part-er… In the future, they will be more succinct, I promise.

 

1.    Before sending a Tech Request via the Portal, please RESTART YOUR COMPUTER.

a.     If it is a student computer having the issue, please restart that as well.

b.    If it is ‘frozen’, hold down the power button until it shuts down and then turn the computer back on.

c.     Restarting your computer does many things including restarting all the services (often including jammed print queues), clears log files, and often times rectifies the error.

d.    If the problem persists, then send a Tech Request.

2.    Many computer issues experienced are “repeat” problems. Within the Tech Request page, you are given the ability to view ‘Closed Tickets’ that you have opened in the past. If it is the same issue, please re-open the ticket and update the exact problem that is going on.

a.     This allows better tracking of issues

b.    This also reduces the number of tickets that have to be sorted through to determine a fix for you issue.

3.    When filling out a ticket, there are many issues across the board

a.     DO NOT write an essay in the Summary Section and then little to nothing in the description field

                                                             i.      A good Summary would be – “Room 75 Printer Problem” and description would DESCRIBE the printer problem, IE a jam, not responding, etc.

b.    Please use an accurate name for your computer. “Mine” is not your computer name.

                                                             i.      There should be a sticker on your computer with the name.

                                                           ii.      It goes by building, room number, and computer number. (jrms191-2, res22-teacher)