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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 16.1
edited by Anton Pintar
on 2017/06/15 08:59
Change comment: There is no comment for this version
To version 14.1
edited by 62a391529b728c006a95cf04
on 2017/06/15 08:56
Change comment: There is no comment for this version

Summary

Details

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1 -XWiki.anton@remc1_org
1 +XWiki.62a391529b728c006a95cf04
Content
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7 7  (% style="margin-left: 30.0px;" %)
8 8  There are a few different ways to submit tickets to Supportnet.
9 9  
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11 11  == {{id name="Phone-call"/}}Phone call ==
12 12  
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14 14  Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and
15 15  
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17 17  have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
18 18  
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20 20  When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working with you to solve
21 21  
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23 23  your issue immediately.
24 24  
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26 26  == {{id name="Online"/}}Online ==
27 27  
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29 29  There are a few online options to choose from, and all of them can be reached from our website: [[support.remc1.net>>url:http://support.remc1.net/||rel="nofollow" shape="rect" class="external-link"]]
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32 32  Here is an image that shows the different ways to submit a ticket from our website. They are described in detail below.
33 33  
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35 35  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
36 36  
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38 38  == {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
39 39  
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41 41  The first option is to go to the "Submit a Ticket" section on the main page.
42 42  
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44 44  Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes what organization you are submitting a ticket from.
45 45  
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47 47  For instance if you are a member of Supportnet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
48 48  
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50 50  If you are an Internet (and firewall services) only client and your issue is related to your internet or firewall services then click Internet. This button is also used to open a video conference ticket.
51 51  
52 52  \\
53 53  
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55 55  (% style="font-size: 16.0px;font-weight: bold;" %)Onsite
56 56  
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58 58  This will be used if you have a specific onsite that comes to your District/Organization under a REMC1 Supportnet support contract. This includes the CCISD and GOISD districts with the exceptions of Finlandia and WUPHD where these organizations have their own buttons.
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61 61  === {{id name="Internet"/}}Internet ===
62 62  
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64 64  This is for if you are connected, but not directly supported by REMC1 or would like to setup a Video Conference (ex: DIISD, CLK etc).
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67 67  === {{id name="Finlandia"/}}Finlandia ===
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70 70  This is for Finlandia Students and Staff. With this link you will have to specify if you are Student or Staff as well as the building you are located in.
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73 73  === {{id name="WUPHD"/}}WUPHD ===
74 74  
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76 -This is for WUPHD Employees. When Creating the ticket you will have to select the building in which you are currently having your support issue.
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76 +This is for WUPHD Employees. When Creating the ticket you will have to select which building in which you are currently having your support issue.
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79 79  === {{id name="Other"/}}Other ===
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82 82  This will be used if you do not fall into any of the other categories. (eg: State of Michigan, Outside entity needing support regarding any REMC1 services)
83 83  
84 84  {{info title="Note"}}
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86 86  The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
87 87  {{/info}}
88 88  
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90 90  == {{id name="Web-Chat"/}}Web Chat ==
91 91  
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93 93  The second option is to use the web chat option the the lower right part of the screen. This is a little blue box that says "We're online! Need Help?". **Remember web chat is available during normal office hours listed above.** If its after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
94 94  
95 95  *
96 96  **
97 -*** Clicking on that will bring up a chat box that will request your name and email address.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
98 -*** Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
99 -**** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
97 +***
98 +**** Clicking on that will bring up a chat box that will request your name and email address.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
99 +**** Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
100 +***** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
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102 102  This will begin a back and forth chat between the user and the Supportnet staff. A ticket will be created for you by the staff member who helped you. A picture of the web chat client is shown below.
103 103  
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105 105  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
106 106  
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108 108  == {{id name="Email"/}}Email ==
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111 111  The third online option is to send an email to [[support@remc1.net.>>mailto:support@remc1.net.||rel="nofollow" shape="rect" class="external-link"]]** Use only your work email to send the ticket.** 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. ** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
112 112  
113 113  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
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