Changes for page Using SupportNet

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• Page properties (1 modified, 0 added, 0 removed)
• Objects (1 modified, 0 added, 0 removed)
  • Confluence.Code.ConfluencePageClass[0]

Details

Page properties

Content

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1	1	{{info}}
2	2	The REMC1 office is open from **7:30-5:00 (EDT) Monday-Friday** excluding holidays. During those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
3		-
4		-Our main web page is https:~/~/support.remc1.net
5	5	{{/info}}
6	6
7	7	{{toc/}}
...	...	@@ -21,37 +21,42 @@
21	21	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.
22	22
23	23	(% style="margin-left: 30.0px;" %)
24		-== {{id name="Submit-a-ticket-using-Online-methods"/}}**__Submit a ticket using Online methods__** ==
	22	+== {{id name="Online"/}}**__Online__** ==
25	25
26	26	(% style="margin-left: 60.0px;" %)
27		-There are a few online options to choose from. Most can be reached from our website:__** [[support.remc1.net>>url:http://support.remc1.net/||rel="nofollow" shape="rect" class="external-link"]] **__
	25	+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"]]
28	28
29	29	(% style="margin-left: 60.0px;" %)
30		-They are described in detail below.
	28	+Here is an image that shows the different ways to submit a ticket from our website. They are described in detail below.
31	31
32	32	(% style="margin-left: 60.0px;" %)
33		-=== {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ ===
	31	+(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
34	34
	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__
	35	+
35	35	(% style="margin-left: 90.0px;" %)
36		-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).**
	37	+The first option is to go to the "Submit a Ticket" section on the main page.
37	37
38		-(% style="margin-left: 60.0px;" %)
39		-=== {{id name="Submit-a-Ticket-Via-our-Website---https://support.remc1.net"/}}(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)__Submit a Ticket Via our Website__ - (%%)__[[https:~~/~~/support.remc1.net>>url:https://support.remc1.net||shape="rect"]]__ ===
	39	+(% style="margin-left: 90.0px;" %)
	40	+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.
40	40
41		-1. **Visit [[https:~~/~~/support.remc1.net>>url:https://support.remc1.net||shape="rect"]]**
42		-1. The first option is to go to the "Submit a Ticket" section on the main page (Top Left Button or use the submit a ticket buttons in the center of the page)
43		-1. **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. 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. 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.
	42	+(% style="margin-left: 90.0px;" %)
	43	+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.
44	44
	45	+(% style="margin-left: 90.0px;" %)
	46	+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.
	47	+
45	45	\\
46	46
47	47	(% style="margin-left: 120.0px;" %)
48		-==== {{id name="Onsite-(Supportnet-Members)"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (Supportnet Members)(%%) ====
	51	+==== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ====
49	49
50	50	(% style="margin-left: 150.0px;" %)
51	51	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.
52	52
53	53	(% style="margin-left: 120.0px;" %)
54		-==== {{id name="Internet-(Internet-Only-Members)"/}}Internet (Internet Only Members) ====
	57	+==== {{id name="Internet"/}}Internet ====
55	55
56	56	(% style="margin-left: 150.0px;" %)
57	57	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).
...	...	@@ -69,7 +69,7 @@
69	69	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.
70	70
71	71	(% style="margin-left: 120.0px;" %)
72		-==== {{id name="Other-(Outside-Entities)"/}}Other (Outside Entities) ====
	75	+==== {{id name="Other"/}}Other ====
73	73
74	74	(% style="margin-left: 150.0px;" %)
75	75	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)
...	...	@@ -82,12 +82,14 @@
82	82
83	83	*
84	84	**
85		-*** 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).**
86		-*** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
	88	+*** (((
	89	+* 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).**
87	87
	91	+Type your problem into the message box. This will be instantly messaged to the Supportnet team.
	92	+
88	88	*
89		-**
90		-*** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
	94	+** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
	95	+)))
91	91
92	92	(% style="margin-left: 90.0px;" %)
93	93	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.
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95	95	(% style="margin-left: 90.0px;" %)
96	96	(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
97	97
	103	+(% style="margin-left: 60.0px;" %)
	104	+=== {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ ===
	105	+
	106	+(% style="margin-left: 90.0px;" %)
	107	+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).**
	108	+
98	98	(% style="margin-left: 30.0px;" %)
99	99	= {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
100	100
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105	105	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):
106	106
107	107	(% style="margin-left: 60.0px;" %)
108		-== {{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 ==
109	109
110	110	(% style="margin-left: 90.0px;" %)
111	111	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.
112	112
113	113	(% style="margin-left: 60.0px;" %)
114		-== {{id name="Work/District-email"/}}**Work/District email** ==
	125	+== {{id name="Work/District-email"/}}Work/District email ==
115	115
116	116	(% style="margin-left: 90.0px;" %)
117	117	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.
118	118
119	119	(% style="margin-left: 60.0px;" %)
120		-== {{id name="Computer-tag-number"/}}**Computer tag number** ==
	131	+== {{id name="Computer-tag-number"/}}Computer tag number ==
121	121
122	122	(% style="margin-left: 90.0px;" %)
123	123	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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133	133	[[image:attach:Computer Tag.jpg||height="250"]]
134	134
135	135	(% style="margin-left: 60.0px;" %)
136		-== {{id name="Phone-number"/}}**Phone number** ==
	147	+== {{id name="Phone-number"/}}Phone number ==
137	137
138	138	(% style="margin-left: 90.0px;" %)
139	139	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).
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141	141	(% style="margin-left: 60.0px;" %)
142		-== {{id name="First-and-last-name"/}}**First and last name** ==
	153	+== {{id name="First-and-last-name"/}}First and last name ==
143	143
144	144	(% style="margin-left: 90.0px;" %)
145	145	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.
146	146
147	147	(% style="margin-left: 60.0px;" %)
148		-== {{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 ==
149	149
150	150	(% style="margin-left: 90.0px;" %)
151	151	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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