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How do you do....it? Thread, How do your users report problems during lessons? in Technical; Post it notes....
  1. #16

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    Post it notes.

  2. #17
    apeo's Avatar
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    Quote Originally Posted by TSCL View Post
    Post it notes.
    He he

  3. #18

    Sylv3r's Avatar
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    More often than not the incidents get reported via our helpdesk (Kayako).

    However, I have told all staff that issue is affecting teaching and learning they are able to phone us or send a student. We don't have a manned telephone helpdesk or always someone in the ICT Support office, so if they can get to a computer it is still often the quickest as we pick up the incidents on our blackberrys.
    Last edited by Sylv3r; 7th May 2010 at 07:57 PM. Reason: damn wireless keyboard!

  4. #19
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    We normally get 2 students sent down to tell us there is a problem, staff can email, there is also a helpdesk system on our learning platform (SLN2), but staff never bother to use it. Staff also phone us up or stop us in the corridor. Needs sorting out really but SMT are slow and generally don't enforce things well enough.

  5. Thanks to firefox_2006 from:

    apeo (11th May 2010)

  6. #20


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    All sorts,

    Some teachers will pop up,
    Some use the helpdesk,
    Some phone,
    Some hope the problem will go away,
    Some send students,
    Some for some reason some phone reception and ask them to call us,

  7. Thanks to K.C.Leblanc from:

    apeo (11th May 2010)

  8. #21
    apeo's Avatar
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    Quote Originally Posted by K.C.Leblanc View Post
    All sorts,

    Some hope the problem will go away,

    Some for some reason some phone reception and ask them to call us,
    Sounds familiar.

    Staff dont generally contact us via reception but have reported via an intermediary.

  9. #22
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    Email, knocking on the door, you name it. We have IWBs in all of the classrooms so if one stops working this impacts lessons so these have to be resolved quickly.

  10. Thanks to jimmy_2k from:

    apeo (17th May 2010)

  11. #23
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    Quote Originally Posted by jimmy_2k View Post
    Email, knocking on the door, you name it. We have IWBs in all of the classrooms so if one stops working this impacts lessons so these have to be resolved quickly.
    All users report using our online helpdesk, they get jobs sorted quicker this way as the requests go to my email which in turn goes to my BlackBerry so even if Im out on a job somewhere else I get to know about the issue without even having to go back to the office to check my email, much quicker than knocking on the ICT door!

    D

  12. #24
    Jamo's Avatar
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    Has anyone tried OSTicket? I am just setting this up for a test, basically it can monitor an email account so a teacher could email a problem to an address and it would get picked up and placed in our ticket queue. When a reply is made the teacher then gets an email and can reply directly to the email and the problem will be logged as a reply in the help desk system.

    Seems like a really good system but only testing will tell.

  13. Thanks to Jamo from:

    Alis_Klar (25th May 2010)

  14. #25
    danrhodes's Avatar
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    Check out NetHelpDesk we use it and its pretty good, multi tech user, multi end user, email ticketing as above etc etc....

  15. #26
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    Small junior school, and I'm only part time, so two main methods: A) send pupil to get me if it's urgent and they know I'm in, or B) write it in the fault book strategically placed with pen attached to face them as they leave staff room, stored next to my FITS forms. They don't seem to value progress reports of jobs, which you get from a helpdesk. Just want to know when its fixed.

  16. Thanks to Andie from:

    apeo (17th May 2010)

  17. #27

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    Quote Originally Posted by TSCL View Post
    Post it notes.
    Ditto...

  18. #28
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    Quote Originally Posted by CESIL View Post
    Ditto...
    How do you do job tracking then or prove your worth if you have no record of what jobs have been completed?

  19. #29
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    MyLittleHelpDesk - 32inch LCD mounted on the wall with an eeepc strapped to the back of it refreshing an Opera page every 15 seconds.

  20. Thanks to special_k from:

    apeo (18th May 2010)

  21. #30
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    Quote Originally Posted by special_k View Post
    MyLittleHelpDesk - 32inch LCD mounted on the wall with an eeepc strapped to the back of it refreshing an Opera page every 15 seconds.
    I like this idea! Do staff get to see this as well?

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