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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 10.1
edited by Josh Hiner
on 2017/06/15 06:01
Change comment: There is no comment for this version
To version 6.1
edited by 62a3914d4e1a640070c59c92
on 2017/06/13 10:23
Change comment: There is no comment for this version

Summary

Details

Page properties
Author
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1 -XWiki.josh@remc1_org
1 +XWiki.62a3914d4e1a640070c59c92
Content
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1 -The REMC1 office is open from 7:30-5:00 (EDT) Monday-Friday excluding holidays and during those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
1 +The REMC1 office is open from 7:30-5:00 Monday-Friday excluding holidays. It is appropriate to submit tickets at any time within those hours.
2 2  
3 3  {{toc/}}
4 4  
5 += {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
6 +
7 +It is very important that we get as much information as possible from the user. The more descriptive you can be about your issue, the farther along we will be toward a resolution.
8 +
9 +The following are some things that should be shared immediately upon ticket creation:
10 +
11 +== {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
12 +
13 +By giving the full name of the business or school district you are a part of, the supportnet staff will be able to assign the ticket to the correct queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
14 +
15 +== {{id name="Work/District-email"/}}Work/District email ==
16 +
17 +To create an accurate ticket, your work or district email address is needed. We would like your work or district email address because it can provide more information about location than a personal email can.
18 +
19 +== {{id name="Computer-tag-number"/}}Computer tag number ==
20 +
21 +The computer tag number is important because we need to know exactly what machine is being worked on. It also allows us to look it up in our management software to gather more information about your machine.
22 +
23 +(% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
24 +
25 +* The computer tag should be somewhere on your computer that cannot be removed. It is a red and silver tag that will have three letters and then four numbers. The letters will depend on what district you are in, but are generally a shortened version of the district you are in (ex: Chassell > CTS, Houghton > HTN)
26 +* This is what the tag will look like:
27 +[[image:attach:Computer Tag.jpg||height="250"]]
28 +
29 +== {{id name="Phone-number"/}}Phone number ==
30 +
31 +A phone number allows us to get in contact with you if we need any clarifying information. It is often times quicker to call than to email and wait for responses, which brings resolution to you issue sooner.
32 +
33 +== {{id name="First-and-last-name"/}}First and last name ==
34 +
35 +By providing your first and last name we can verify who we are working with and can have a better channel of communication throughout the process.
36 +
37 +== {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
38 +
39 +A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps.
40 +
5 5  = {{id name="How-to-Submit-a-Ticket"/}}How to Submit a Ticket =
6 6  
7 -There are a few different ways to submit tickets to Supportnet.
43 +There are a few different ways to submit tickets to Supportnet. Please read **What to include in the Ticket** before proceeding.
8 8  
9 9  == {{id name="Phone-call"/}}Phone call ==
10 10  
11 -The easiest and quickest way to submit a ticket is via a phone call. To submit a ticket call the Helpdesk at 1-906-487-7624.
47 +The easiest and quickest way to submit a ticket is via a phone call. To submit a ticket call the Helpdesk at 1-906-487-7624 or toll free at 1-866-214-0978.
12 12  
13 13  When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working on it with you.
14 14  
... ... @@ -65,39 +65,3 @@
65 65  == {{id name="Email"/}}Email ==
66 66  
67 67  The third online option is to send an email to [[support@remc1.net.>>mailto:support@remc1.net.||rel="nofollow" shape="rect" class="external-link"]] Be sure to give a brief summary of your issue in the subject line of that email and be as descriptive as possible in the body. Again, please see [[What to Include in the Ticket>>url:https://confluence.remc1.net/display/PS/What+to+Include+in+the+Ticket||shape="rect"]] for further details.
68 -
69 -= {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
70 -
71 -It is very important that we get as much information as possible from the user. The more descriptive you can be about your issue, the farther along we will be toward a resolution.
72 -
73 -The following are some things that should be shared immediately upon ticket creation:
74 -
75 -== {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
76 -
77 -By giving the full name of the business or school district you are a part of, the supportnet staff will be able to assign the ticket to the correct queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
78 -
79 -== {{id name="Work/District-email"/}}Work/District email ==
80 -
81 -To create an accurate ticket, your work or district email address is needed. We would like your work or district email address because it can provide more information about location than a personal email can.
82 -
83 -== {{id name="Computer-tag-number"/}}Computer tag number ==
84 -
85 -The computer tag number is important because we need to know exactly what machine is being worked on. It also allows us to look it up in our management software to gather more information about your machine.
86 -
87 -(% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
88 -
89 -* The computer tag should be somewhere on your computer that cannot be removed. It is a red and silver tag that will have three letters and then four numbers. The letters will depend on what district you are in, but are generally a shortened version of the district you are in (ex: Chassell > CTS, Houghton > HTN)
90 -* This is what the tag will look like:
91 -[[image:attach:Computer Tag.jpg||height="250"]]
92 -
93 -== {{id name="Phone-number"/}}Phone number ==
94 -
95 -A phone number allows us to get in contact with you if we need any clarifying information. It is often times quicker to call than to email and wait for responses, which brings resolution to you issue sooner.
96 -
97 -== {{id name="First-and-last-name"/}}First and last name ==
98 -
99 -By providing your first and last name we can verify who we are working with and can have a better channel of communication throughout the process.
100 -
101 -== {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
102 -
103 -A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps.
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id
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1 -17188279
1 +17188372