+ Post New Thread
Results 1 to 7 of 7
How do you do....it? Thread, Incident Reporting in Technical; ...
  1. #1

    Join Date
    Jun 2012
    Location
    Hampshire
    Posts
    24
    Thank Post
    1
    Thanked 4 Times in 3 Posts
    Rep Power
    5

    Question Incident Reporting

    First: an apology if this is a daft question. I've come from industry and started working in a school, so I'm getting used to how things operate.

    Now, as far as I'm aware, normal practice is that when something goes wrong for a user, they report it to IT Support, who then fix it. Seems straightforward to me. Am I right in thinking that this doesn’t apply to Teachers? We've had several occasions where Teachers have not reported incidents, which have been left until they become critical. The IT Support team then get it in the neck for not pro-actively searching out incidents, as Teachers are apparently too busy to report it themselves.

    Is this a familiar story? Any tips on how this is managed elsewhere gratefully received....

  2. #2

    FN-GM's Avatar
    Join Date
    Jun 2007
    Location
    UK
    Posts
    16,212
    Thank Post
    893
    Thanked 1,773 Times in 1,529 Posts
    Blog Entries
    12
    Rep Power
    461
    Nope, if it isnt reported it doesnt get fixed here. Its all logged so we have our backs covered.

  3. #3

    glennda's Avatar
    Join Date
    Jun 2009
    Location
    Sussex
    Posts
    7,818
    Thank Post
    272
    Thanked 1,138 Times in 1,034 Posts
    Rep Power
    350
    Yes it happens a lot. The critical part is convincing SLT that its not good practice. Make submitting jobs to IT support easy and then get SLT behind a drive to say if its not there its not known tough luck. Once you have SLT on your side you can easily show that all tickets that are submitted are processed with X amount of time. The reason these ones took longer then normal was because of X.

  4. #4

    Join Date
    Nov 2012
    Location
    Hervey Bay
    Posts
    29
    Thank Post
    2
    Thanked 7 Times in 1 Post
    Rep Power
    5
    So you didn't get the crystal ball when you started?

    We have a web based incident system, or they report it at the helpdesk, or if it is an urgent class in session issue they can ring us. But often they do nothing and winge until we hear their cries, someone else logs the job, or we discover it. They apparently teach the kids to help themselves but they are often found wanting when they need to help their selves.

    We do have support by higher management in getting everyone to log a job as we need the incident data to justify funding for ICT support and services. But you have to be a little flexible and we sometimes jump to a teachers frantic calls for help, and we then log the incident on their behalf.

  5. #5

    plexer's Avatar
    Join Date
    Dec 2005
    Location
    Norfolk
    Posts
    13,568
    Thank Post
    721
    Thanked 1,682 Times in 1,497 Posts
    Rep Power
    432
    There's pro-active where you monitor things like printers and servers etc..... But Teachers and other users should also be reporting their problems too.


    Ben

  6. #6
    fairm010's Avatar
    Join Date
    Jun 2010
    Location
    C:/Windows/System32/
    Posts
    1,294
    Thank Post
    52
    Thanked 167 Times in 147 Posts
    Rep Power
    49
    The head of IT (Teaching staff) here does a weekly sweep of the school to ensure all is ok in each classroom and then logs it with me to be fixed.

  7. #7

    Join Date
    Jun 2012
    Location
    Hampshire
    Posts
    24
    Thank Post
    1
    Thanked 4 Times in 3 Posts
    Rep Power
    5
    Thanks for your replies. Seems I need to educate our SLT. It might be politic to do a sweep of the school every once in a while as well ;-)

SHARE:
+ Post New Thread

Similar Threads

  1. ever set up an SMS server for incident reporting?
    By misterfriendly in forum Netbooks, PDA and Phones
    Replies: 0
    Last Post: 9th February 2011, 03:46 PM
  2. Using Sharepoint for Incident Reporting - help needed
    By StudyUnitedFC in forum Network and Classroom Management
    Replies: 2
    Last Post: 13th July 2009, 02:30 PM
  3. incidents
    By russdev in forum General EduGeek News/Announcements
    Replies: 1
    Last Post: 17th December 2005, 12:12 AM
  4. Printing Access Reports... or not!
    By Frazer in forum Windows
    Replies: 0
    Last Post: 20th October 2005, 11:03 AM
  5. Getting your server to email you reports.
    By eejit in forum Windows
    Replies: 11
    Last Post: 23rd September 2005, 10:46 AM

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •