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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 25.1
edited by Josh Hiner
on 2017/06/20 09:35
Change comment: There is no comment for this version
To version 18.1
edited by Anton Pintar
on 2017/06/15 09:07
Change comment: There is no comment for this version

Summary

Details

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Author
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1 -XWiki.josh@remc1_org
1 +XWiki.anton@remc1_org
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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28 28  (% style="margin-left: 60.0px;" %)
29 29  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
30 30  
31 -(% style="margin-left: 60.0px;" %)
32 -=== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}Submit a Ticket Via support.remc1.net Website ===
37 +(% style="margin-left: 30.0px;" %)
38 +== {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
33 33  
34 -(% style="margin-left: 90.0px;" %)
40 +(% style="margin-left: 60.0px;" %)
35 35  The first option is to go to the "Submit a Ticket" section on the main page.
36 36  
37 -(% style="margin-left: 90.0px;" %)
43 +(% style="margin-left: 60.0px;" %)
38 38  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.
39 39  
40 -(% style="margin-left: 90.0px;" %)
46 +(% style="margin-left: 60.0px;" %)
41 41  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.
42 42  
43 -(% style="margin-left: 90.0px;" %)
49 +(% style="margin-left: 60.0px;" %)
44 44  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.
45 45  
46 46  \\
47 47  
48 -(% style="margin-left: 120.0px;" %)
49 -==== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ====
54 +(% style="margin-left: 90.0px;" %)
55 +(% style="font-size: 16.0px;font-weight: bold;" %)Onsite
50 50  
51 -(% style="margin-left: 150.0px;" %)
57 +(% 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.
53 53  
54 -(% style="margin-left: 120.0px;" %)
55 -==== {{id name="Internet"/}}Internet ====
60 +(% style="margin-left: 90.0px;" %)
61 +=== {{id name="Internet"/}}Internet ===
56 56  
57 -(% style="margin-left: 150.0px;" %)
63 +(% style="margin-left: 120.0px;" %)
58 58  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).
59 59  
60 -(% style="margin-left: 120.0px;" %)
61 -==== {{id name="Finlandia"/}}Finlandia ====
66 +(% style="margin-left: 90.0px;" %)
67 +=== {{id name="Finlandia"/}}Finlandia ===
62 62  
63 -(% style="margin-left: 150.0px;" %)
69 +(% style="margin-left: 120.0px;" %)
64 64  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.
65 65  
66 -(% style="margin-left: 120.0px;" %)
67 -==== {{id name="WUPHD"/}}WUPHD ====
72 +(% style="margin-left: 90.0px;" %)
73 +=== {{id name="WUPHD"/}}WUPHD ===
68 68  
69 -(% style="margin-left: 150.0px;" %)
75 +(% style="margin-left: 120.0px;" %)
70 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.
71 71  
72 -(% style="margin-left: 120.0px;" %)
73 -==== {{id name="Other"/}}Other ====
78 +(% style="margin-left: 90.0px;" %)
79 +=== {{id name="Other"/}}Other ===
74 74  
75 -(% style="margin-left: 150.0px;" %)
81 +(% style="margin-left: 120.0px;" %)
76 76  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)
77 77  
78 78  {{info title="Note"}}
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80 80  The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
81 81  {{/info}}
82 82  
83 -(% style="margin-left: 60.0px;" %)
84 -=== {{id name="Online-Web-Chat"/}}Online Web Chat ===
89 +(% style="margin-left: 30.0px;" %)
90 +== {{id name="Web-Chat"/}}Web Chat ==
85 85  
86 -(% style="margin-left: 90.0px;" %)
92 +(% style="margin-left: 60.0px;" %)
87 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.
88 88  
89 89  *
90 90  **
91 -*** (((
92 -* 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).**
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.
93 93  
94 -Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
95 -
96 -*
97 -** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
98 -)))
99 -
100 -(% style="margin-left: 90.0px;" %)
101 +(% style="margin-left: 60.0px;" %)
101 101  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.
102 102  
103 -(% style="margin-left: 90.0px;" %)
104 +(% style="margin-left: 60.0px;" %)
104 104  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
105 105  
106 -(% style="margin-left: 60.0px;" %)
107 -=== {{id name="Email-Support-to-Create-a-Ticket"/}}Email Support to Create a Ticket ===
107 +(% style="margin-left: 30.0px;" %)
108 +== {{id name="Email"/}}Email ==
108 108  
109 -(% style="margin-left: 90.0px;" %)
110 +(% style="margin-left: 60.0px;" %)
110 110  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).**
111 111  
112 -(% style="margin-left: 30.0px;" %)
113 113  = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
114 114  
115 115  (% style="margin-left: 30.0px;" %)
116 -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.
117 117  
118 118  (% style="margin-left: 30.0px;" %)
119 119  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):
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