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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 27.1
edited by Josh Hiner
on 2017/10/27 11:01
Change comment: There is no comment for this version
To version 30.1
edited by Josh Hiner
on 2017/10/27 11:09
Change comment: There is no comment for this version

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31 31  (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
32 32  
33 33  (% style="margin-left: 60.0px;" %)
34 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" style="font-size: 16.0px;font-weight: bold;" %)__Submit a Ticket Via support.remc1.net Website__
34 +=== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" style="font-size: 16.0px;font-weight: bold;" %)__Submit a Ticket Via support.remc1.net Website__ (%%) ===
35 35  
36 36  (% style="margin-left: 90.0px;" %)
37 37  The first option is to go to the "Submit a Ticket" section on the main page.
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116 116  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):
117 117  
118 118  (% style="margin-left: 60.0px;" %)
119 -== {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
119 +== {{id name="Full-name-of-business-or-school-district"/}}**Full name of business or school district** ==
120 120  
121 121  (% style="margin-left: 90.0px;" %)
122 122  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.
123 123  
124 124  (% style="margin-left: 60.0px;" %)
125 -== {{id name="Work/District-email"/}}Work/District email ==
125 +== {{id name="Work/District-email"/}}**Work/District email** ==
126 126  
127 127  (% style="margin-left: 90.0px;" %)
128 128  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.
129 129  
130 130  (% style="margin-left: 60.0px;" %)
131 -== {{id name="Computer-tag-number"/}}Computer tag number ==
131 +== {{id name="Computer-tag-number"/}}**Computer tag number** ==
132 132  
133 133  (% style="margin-left: 90.0px;" %)
134 134  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.
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144 144  [[image:attach:Computer Tag.jpg||height="250"]]
145 145  
146 146  (% style="margin-left: 60.0px;" %)
147 -== {{id name="Phone-number"/}}Phone number ==
147 +== {{id name="Phone-number"/}}**Phone number** ==
148 148  
149 149  (% style="margin-left: 90.0px;" %)
150 150  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).
151 151  
152 152  (% style="margin-left: 60.0px;" %)
153 -== {{id name="First-and-last-name"/}}First and last name ==
153 +== {{id name="First-and-last-name"/}}**First and last name** ==
154 154  
155 155  (% style="margin-left: 90.0px;" %)
156 156  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.
157 157  
158 158  (% style="margin-left: 60.0px;" %)
159 -== {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
159 +== {{id name="Detailed-description-of-the-problem"/}}**Detailed description of the problem** ==
160 160  
161 161  (% style="margin-left: 90.0px;" %)
162 162  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.
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id
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1 -17188583
1 +17188610