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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 21.1
edited by Josh Hiner
on 2017/06/20 09:31
Change comment: There is no comment for this version
To version 15.1
edited by 62a391529b728c006a95cf04
on 2017/06/15 08:57
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.62a391529b728c006a95cf04
Content
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11 11  == {{id name="Phone-call"/}}Phone call ==
12 12  
13 13  (% style="margin-left: 60.0px;" %)
14 -Some issues may be easier to explain verbally and also require the most immediate assistance. To submit a ticket via phone call and have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
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  
16 16  (% style="margin-left: 60.0px;" %)
17 -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 your issue immediately.
17 +have a helpdesk representative assist immediately call the Helpdesk at 1-906-487-7624.
18 18  
19 +(% style="margin-left: 60.0px;" %)
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 +
22 +(% style="margin-left: 60.0px;" %)
23 +your issue immediately.
24 +
19 19  (% style="margin-left: 30.0px;" %)
20 20  == {{id name="Online"/}}Online ==
21 21  
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46 46  \\
47 47  
48 48  (% style="margin-left: 90.0px;" %)
49 -=== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ===
55 +(% style="font-size: 16.0px;font-weight: bold;" %)Onsite
50 50  
51 51  (% style="margin-left: 120.0px;" %)
52 52  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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67 67  === {{id name="WUPHD"/}}WUPHD ===
68 68  
69 69  (% style="margin-left: 120.0px;" %)
70 -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.
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.
71 71  
72 72  (% style="margin-left: 90.0px;" %)
73 73  === {{id name="Other"/}}Other ===
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84 84  == {{id name="Web-Chat"/}}Web Chat ==
85 85  
86 86  (% style="margin-left: 60.0px;" %)
87 -The second option is to use the web chat feature located in 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 it is after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
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.
88 88  
89 89  *
90 90  **
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107 107  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
108 108  
109 109  (% style="margin-left: 30.0px;" %)
110 -It is very important that we get as much information as possible. 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.
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.
111 111  
112 112  (% style="margin-left: 30.0px;" %)
113 113  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):
Confluence.Code.ConfluencePageClass[0]
id
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1 -17189762
1 +17188255