WEB HELP DESK USER GUIDE
User Guide What is Web Help Desk Web Help Desk is the Westside School district s technology repair ticket system. Web Help Desk will be further referenced to as (WHD). This system should be used by both staff and students to report issues related to technology. These issues include things like: Hardware Problems (Computer, Printers, Projectors) Software Problems Email Problems Wireless Problems Authentication Problems Blackboard Issues Phone Issues Submitting a ticket When users submit a request to the WHD, it is automatically converted into what is called a ticket. A ticket is the means by which Clients and Techs communicate. Submitting a ticket to WHD is a one step process. Users will send an email to one of the addressees listed below. The emails are split up based on which technician supports their buildings. Emails can only be submitted from Westside66.org email addresses. Whs help (whshelp@westside66.net) Buildings: WHS Wms help (wmshelp@westside66.net) Buildings: WMS Wcc help (wcchelp@westside66.net) Buildings: WCC Phone help (phonehelp@westside66.net) Laura help (laurahelp@westside66.net) Buildings: Oakdale, Paddock Road, Prairie Lane, Rockbrook, Westgate, Alumni House, Carriage House, Family Ed Center, SPED Apartment, 1305 House.
Emerson help (emersonhelp@westside66.net) Buildings: Hillside, Loveland, Sunset Hills, Swanson, Westbrook, ECSE, Underwood Hills Blackboard (blackboard@westside66.net) Buildings: All ***See the section below to format your request. When you send the request the subject line is used identify the type of problem and the body of your email will be copied into the problem description. Include the following in the body of your email: Building Location within the building Identify the hardware which has the issue >> For Elementary Student computers we need the Cart ID, Cart Location, and Computer ID *** If you can t remember where to send the email simply type help into the To: line on your email and choose the building/tech/subject that fits. Once you have submitted a ticket you will receive a confirmation email similar to the one below saying that a ticket has been created. Once you receive this email your assigned technicians will be notified of the issue. Hold onto this email as it can be used to update your ticket. You have two options once you submit the ticket. You can add a note to update the status or provide additional information and/or choose to cancel the ticket if the problem is resolved.
Ticket updates Users will be given periodic updates to the status of their tickets. Once the technician starts to work on your ticket they will add notes to keep you updated on their progress. This can happen in two ways. The first update will be an email whenever a tech adds a note to the ticket. The second type of update is a status update. A status update informs the user of the progress. The status may include any of the following status types. Open: This means that a ticket has been successfully created. In Progress: A technician is actively working on your ticket. Waiting for hardware repair: Parts have been ordered due to a hardware failure and we are waiting for the parts to arrive. Mailed to Apple: A computer was mailed in to the Apple Repair facility. Ready to be picked up by Client: This means that the computer has been repaired and is available to be picked up from your building tech support office or that the computer is finished and will be returned to the client soon. Discipline Pending: This is used to identify student one to one computers that have been called in for administrative violations. Waiting for Payment: This is used to notify students that there was a fine assessed to their computers due to some type of physical damage and they will need to pay for the damages prior to picking up their laptops. Cold Storage: This is used to identify student computers that have been taken away from students due to severe administrative violations. Closed: The ticket has been resolved and closed. Resolved: The issue has been fixed and we are waiting for the user to acknowledge the issue is fixed. Here is an example of what the updates will look like and a status change for a ticket. **Status updates are found in body and subject lines techs. **The blue fields will be updates from the
Creating Blackboard Requests When to Create a Request The implementation of our new Web Help Desk has simplified the creation of Blackboard Requests. As a reminder, you should use this request process for technical problems only. All enrollments are now automatic via PowerSchool for teachers and students. Creating a Request To create a new request ( Ticket ), you will send an email to Blackboard help. Please use the following format to submit your request: Subject Line: A brief statement about your request (e.g., I am having issues with a video loading) Email Body: In the body of the email, please provide the following information about your request. Providing complete information will save you time by eliminating followup emails and let the request be completed quicker. There are 3 required pieces of information. Required Information 1) Request Type Example: 2) Name of Class (PowerSchool Name) and PowerSchool Number Example - US History Sem 2-1926. You can find this information by clicking on the Class Content tab in the PowerTeacher Gradebook 3) Detailed information about the request Example - Please check as to why video is not loading Example Request: