Skip to Content

Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 42.1
edited by Alexander Holmes
on 2025/06/02 09:45
Change comment: Version published after converting to the new editor
To version 6.1
edited by 62a3914d4e1a640070c59c92
on 2017/06/13 10:23
Change comment: There is no comment for this version

Summary

Details

Page properties
Title
... ... @@ -1,1 +1,1 @@
1 -Using SupportNet
1 +How to use Supportnet
Author
... ... @@ -1,1 +1,1 @@
1 -XWiki.aholmes@remc1_org
1 +XWiki.62a3914d4e1a640070c59c92
Content
... ... @@ -1,154 +1,103 @@
1 -{{info}}
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.
1 +The REMC1 office is open from 7:30-5:00 Monday-Friday excluding holidays. It is appropriate to submit tickets at any time within those hours.
3 3  
4 -**Our main web page is [[https:~~/~~/support.remc1.net>>url:https://support.remc1.net||shape="rect"]]**
5 -{{/info}}
6 -
7 7  {{toc/}}
8 8  
9 -= {{id name="How-to-Submit-a-Ticket"/}}__How to Submit a Ticket__ =
5 += {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
10 10  
11 -(% style="margin-left: 30.0px;" %)
12 -There are a few different ways to submit tickets to Supportnet.
7 +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.
13 13  
14 -(% style="margin-left: 30.0px;" %)
15 -== {{id name="Phone-call"/}}**__Phone call__** ==
9 +The following are some things that should be shared immediately upon ticket creation:
16 16  
17 -(% style="margin-left: 60.0px;" %)
18 -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**.
11 +== {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
19 19  
20 -(% style="margin-left: 60.0px;" %)
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.
13 +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.
22 22  
23 -(% style="margin-left: 30.0px;" %)
24 -== {{id name="Submit-a-ticket-using-Online-methods"/}}**__Submit a ticket using Online methods__** ==
15 +== {{id name="Work/District-email"/}}Work/District email ==
25 25  
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"]] **__
17 +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.
28 28  
29 -(% style="margin-left: 60.0px;" %)
30 -They are described in detail below.
19 +== {{id name="Computer-tag-number"/}}Computer tag number ==
31 31  
32 -(% style="margin-left: 60.0px;" %)
33 -=== {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ ===
21 +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.
34 34  
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/x/mYLQ#HowtouseSupportnet-WhattoIncludeintheTicket||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).**
23 +(% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
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"]]__ ===
25 +* 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)
26 +* This is what the tag will look like:
27 +[[image:attach:Computer Tag.jpg||height="250"]]
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.
29 +== {{id name="Phone-number"/}}Phone number ==
44 44  
45 -\\
31 +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.
46 46  
47 -(% style="margin-left: 120.0px;" %)
48 -==== {{id name="Onsite-(Supportnet-Members)"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (Supportnet Members)(%%) ====
33 +== {{id name="First-and-last-name"/}}First and last name ==
49 49  
50 -(% style="margin-left: 150.0px;" %)
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.
35 +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.
52 52  
53 -(% style="margin-left: 120.0px;" %)
54 -==== {{id name="Internet-(Internet-Only-Members)"/}}Internet (Internet Only Members) ====
37 +== {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
55 55  
56 -(% style="margin-left: 150.0px;" %)
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).
39 +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.
58 58  
59 -(% style="margin-left: 120.0px;" %)
60 -==== {{id name="WUPHD"/}}WUPHD ====
41 += {{id name="How-to-Submit-a-Ticket"/}}How to Submit a Ticket =
61 61  
62 -(% style="margin-left: 150.0px;" %)
63 -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 +There are a few different ways to submit tickets to Supportnet. Please read **What to include in the Ticket** before proceeding.
64 64  
65 -(% style="margin-left: 120.0px;" %)
66 -==== {{id name="Other-(Outside-Entities)"/}}Other (Outside Entities) ====
45 +== {{id name="Phone-call"/}}Phone call ==
67 67  
68 -(% style="margin-left: 150.0px;" %)
69 -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 +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 or toll free at 1-866-214-0978.
70 70  
71 -(% style="margin-left: 60.0px;" %)
72 -=== {{id name="Online-Web-Chat"/}}__**Online Web Chat**__ ===
49 +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.
73 73  
74 -(% style="margin-left: 90.0px;" %)
75 -The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue bar that says "SupportNet Chat (online)".
51 +== {{id name="Online"/}}Online ==
76 76  
77 -*
78 -**
79 -*** Clicking on that will bring up a box that will request your name, email address, phone number / computer tag number, and a brief description of your issue.** 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).**
80 -*** Type a summary of your problem in the box that says "What can we help you with today?" and click "Start Support Chat".  This will open a chat with the SupportNet Team.
81 -*** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
82 -*** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
53 +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"]]
83 83  
84 -(% style="margin-left: 90.0px;" %)
85 -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.
55 +Here is an image that shows the different ways to submit a ticket from out website. They are described in detail below.
86 86  
87 -(% style="margin-left: 90.0px;" %)
88 -**Remember web chat is available during normal office hours listed above.** If it is after hours you may still use this chat service to submit a ticket, but there will be no technician to answer.  If the little blue bar says "SupportNet Chat (offline)" but it is within normal business hours, **refresh the page**.  This should allow the chat to come back online.
57 +(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
89 89  
90 -(% style="margin-left: 90.0px;" %)
91 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:image2019-9-27_8-29-26.png||height="400"]]
59 +== {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
92 92  
93 -(% style="margin-left: 30.0px;" %)
94 -= {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
61 +The first option is to go to the "Submit a Ticket" section on the main page.
95 95  
96 -(% style="margin-left: 60.0px;" %)
97 -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.
63 +Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes where you are from.
98 98  
99 -(% style="margin-left: 60.0px;" %)
100 -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):
65 +=== {{id name="Onsite"/}}Onsite ===
101 101  
102 -(% style="margin-left: 60.0px;" %)
103 -== {{id name="Full-name-of-agency-or-school-district"/}}**Full name of agency or school district** ==
67 +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
104 104  
105 -(% style="margin-left: 90.0px;" %)
106 -By giving the full name of the agency 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 agency/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
69 +=== {{id name="Internet"/}}Internet ===
107 107  
108 -(% style="margin-left: 60.0px;" %)
109 -== {{id name="Work/District-email"/}}**Work/District email** ==
71 +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).
110 110  
111 -(% style="margin-left: 90.0px;" %)
112 -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.
73 +=== {{id name="Finlandia"/}}Finlandia ===
113 113  
114 -(% style="margin-left: 60.0px;" %)
115 -== {{id name="Computer-tag-number"/}}**Computer tag number** ==
75 +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.
116 116  
117 -(% style="margin-left: 90.0px;" %)
118 -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.
77 +=== {{id name="WUPHD"/}}WUPHD ===
119 119  
120 -(% style="margin-left: 90.0px;" %)
121 -(% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
79 +This is for WUPHD Employees. When Creating the ticket you will have to select which building you are currently having the problem at.
122 122  
123 -*
124 -**
125 -***
126 -**** 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)
127 -**** This is what the tag will look like:
128 -[[image:attach:Computer Tag.jpg||height="250"]]
81 +=== {{id name="Other"/}}Other ===
129 129  
130 -(% style="margin-left: 60.0px;" %)
131 -== {{id name="Phone-number"/}}**Phone number** ==
83 +This will be used if you do not fall into any of the other categories. (ex: State of Michigan)
132 132  
133 -(% style="margin-left: 90.0px;" %)
134 -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).
85 +{{info title="Note"}}
86 +The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
87 +{{/info}}
135 135  
136 -(% style="margin-left: 60.0px;" %)
137 -== {{id name="First-and-last-name"/}}**First and last name** ==
89 +== {{id name="Web-Chat"/}}Web Chat ==
138 138  
139 -(% style="margin-left: 90.0px;" %)
140 -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.
91 +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?".
141 141  
142 -(% style="margin-left: 60.0px;" %)
143 -== {{id name="Detailed-description-of-the-problem"/}}**Detailed description of the problem** ==
93 +* 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**
94 +* Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
95 +** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue sooner.
144 144  
145 -(% style="margin-left: 90.0px;" %)
146 -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.
97 +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.
147 147  
148 -(% style="margin-left: 60.0px;" %)
149 -\\
99 +(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
150 150  
151 -----
101 +== {{id name="Email"/}}Email ==
152 152  
153 -(% style="margin-left: 60.0px;" %)
154 -\\
103 +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.
Confluence.Code.ConfluencePageClass[0]
id
... ... @@ -1,1 +1,1 @@
1 -1196524011
1 +17188372
title
... ... @@ -1,1 +1,1 @@
1 -Using SupportNet
1 +How to use Supportnet