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Wiki source code of How to use Supportnet

Version 8.1 by 62a3914d5b9785006fd85ada on 2017/06/13 11:17
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62a3914d5b9785006fd85ada 8.1 1 The REMC1 office is open from 7:30-5:00 (EDT) Monday-Friday excluding holidays. It is appropriate to submit tickets at any time within those hours.
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62a3914d4e1a640070c59c92 6.1 3 {{toc/}}
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5 = {{id name="How-to-Submit-a-Ticket"/}}How to Submit a Ticket =
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62a3914d4e1a640070c59c92 7.1 7 There are a few different ways to submit tickets to Supportnet.
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9 == {{id name="Phone-call"/}}Phone call ==
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62a3914d5b9785006fd85ada 8.1 11 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.
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13 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.
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15 == {{id name="Online"/}}Online ==
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17 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"]]
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19 Here is an image that shows the different ways to submit a ticket from out website. They are described in detail below.
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21 (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
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23 == {{id name="Submit-a-Ticket"/}}Submit a Ticket ==
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25 The first option is to go to the "Submit a Ticket" section on the main page.
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27 Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes where you are from.
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29 === {{id name="Onsite"/}}Onsite ===
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31 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
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33 === {{id name="Internet"/}}Internet ===
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35 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).
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37 === {{id name="Finlandia"/}}Finlandia ===
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39 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.
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41 === {{id name="WUPHD"/}}WUPHD ===
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43 This is for WUPHD Employees. When Creating the ticket you will have to select which building you are currently having the problem at.
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45 === {{id name="Other"/}}Other ===
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47 This will be used if you do not fall into any of the other categories. (ex: State of Michigan)
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49 {{info title="Note"}}
50 The same options can be accessed form the "Submit a Ticket" button at the top of the screen.
51 {{/info}}
52
53 == {{id name="Web-Chat"/}}Web Chat ==
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55 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?".
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57 * 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**
58 * Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
59 ** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue sooner.
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61 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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63 (% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
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65 == {{id name="Email"/}}Email ==
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67 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.
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69 = {{id name="What-to-Include-in-the-Ticket"/}}What to Include in the Ticket =
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71 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.
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73 The following are some things that should be shared immediately upon ticket creation:
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75 == {{id name="Full-name-of-business-or-school-district"/}}Full name of business or school district ==
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77 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.
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79 == {{id name="Work/District-email"/}}Work/District email ==
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81 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.
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83 == {{id name="Computer-tag-number"/}}Computer tag number ==
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85 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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87 (% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
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89 * 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)
90 * This is what the tag will look like:
91 [[image:attach:Computer Tag.jpg||height="250"]]
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93 == {{id name="Phone-number"/}}Phone number ==
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95 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.
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97 == {{id name="First-and-last-name"/}}First and last name ==
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99 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.
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101 == {{id name="Detailed-description-of-the-problem"/}}Detailed description of the problem ==
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103 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.