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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 9.1
edited by Josh Hiner
on 2017/06/15 06:01
Change comment: There is no comment for this version

Summary

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1 -XWiki.anton@remc1_org
1 +XWiki.josh@remc1_org
Content
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4 4  
5 5  = {{id name="How-to-Submit-a-Ticket"/}}How to Submit a Ticket =
6 6  
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 -Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and
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.
15 15  
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17 -have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
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.
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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 -
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23 -your issue immediately.
24 -
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26 26  == {{id name="Online"/}}Online ==
27 27  
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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"]]
17 +There are a couple online options to choose from, and can be reached from our website: [[support.remc1.net>>url:http://support.remc1.net/||rel="nofollow" shape="rect" class="external-link"]]
30 30  
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32 -Here is an image that shows the different ways to submit a ticket from our website. They are described in detail below.
19 +Here is an image that shows the different ways to submit a ticket from out website. They are described in detail below.
33 33  
34 -(% style="margin-left: 60.0px;" %)
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 -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.
27 +Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes where you are from.
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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.
29 +=== {{id name="Onsite"/}}Onsite ===
48 48  
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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.
31 +This will be used if you have a specific onsite that comes to your district. This included the CCISD and GOISD districts with the exceptions of Finlandia and WUPHD
51 51  
52 -\\
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55 -(% style="font-size: 16.0px;font-weight: bold;" %)Onsite
56 -
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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.
59 -
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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).
65 65  
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67 67  === {{id name="Finlandia"/}}Finlandia ===
68 68  
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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.
71 71  
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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.
43 +This is for WUPHD Employees. When Creating the ticket you will have to select which building you are currently having the problem at.
77 77  
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79 79  === {{id name="Other"/}}Other ===
80 80  
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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)
47 +This will be used if you do not fall into any of the other categories. (ex: State of Michigan)
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 -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.
55 +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?".
94 94  
95 -*
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.
57 +* Clicking on that will bring up a chat box that will request your name and email address.** Please use your Work/School email address when possible**
58 +* Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
59 +** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue sooner.
100 100  
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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 ==
109 109  
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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).**
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.
112 112  
113 113  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
114 114  
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116 -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. With enough info we may be able to solve your issue immediately and simply reply back with the fix/solution.
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.
117 117  
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119 -The following are some items that should be shared immediately upon ticket creation (via web ticket, email ticket, web chat or when you call in):
73 +The following are some things that should be shared immediately upon ticket creation:
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122 122  == {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
123 123  
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125 -By giving the full name of the business or school district you are a part of we can verify we are authorized to speak with you regarding district issues which may be confidential, the Supportnet staff will also be able to assign the ticket to the correct business/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
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.
126 126  
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128 128  == {{id name="Work/District-email"/}}Work/District email ==
129 129  
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131 -To create an accurate ticket, your work or district email address is needed. **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). **Your work or district email address will provide more information about your identity than a personal email can.
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.
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134 134  == {{id name="Computer-tag-number"/}}Computer tag number ==
135 135  
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137 137  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.
138 138  
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140 140  (% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
141 141  
142 -*
143 -**
144 -***
145 -**** 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)
146 -**** This is what the tag will look like:
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:
147 147  [[image:attach:Computer Tag.jpg||height="250"]]
148 148  
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150 150  == {{id name="Phone-number"/}}Phone number ==
151 151  
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153 -A phone number allows us to get in contact with you if we need any clarifying information. We may need to call you to quickly clarify the issue or to gather other information. If the issue is very time sensitive we will call you back with the resolution and leave a voicemail when appropriate. A phone number also helps identify/authenticate you as an individual/employee we are authorized to talk to regarding your issue (whether confidential or not).
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.
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156 156  == {{id name="First-and-last-name"/}}First and last name ==
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159 159  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.
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162 162  == {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
163 163  
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165 -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. With enough detail we may be able to solve your problem immediately with little to no followups for clarification.
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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