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How do you do....it? Thread, How do your users report problems during lessons? in Technical; Just wondered how teachers and students can reports issues during lessons and what mechanisms are in place....
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    apeo's Avatar
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    How do your users report problems during lessons?

    Just wondered how teachers and students can reports issues during lessons and what mechanisms are in place.

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    webman's Avatar
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    All teaching rooms have a network-connected computer and we have a web-based helpdesk (Liberum) available to all staff. Staff complete a small form (Category, problem description) on our intranet which inserts the ticket into Liberum.

    Students report issues directly to the relevant teacher, who will then contact us.

  3. 2 Thanks to webman:

    apeo (7th May 2010), bossman (7th May 2010)

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    EvLPhenom's Avatar
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    Need i say how our users tell us how something is wrong apeo as i work with you

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    apeo (7th May 2010)

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    danrhodes's Avatar
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    We run a simple helpdesk system that any member of staff can report issues on anytime 24/7, I have it setup so that any new jobs are sent to me via email which I pickup on my phone, so if its urgent I get to know instantly.

    If a pupil has an issue, they need to contact a member of staff, usually their form tutor who can then report a job for them, were trying to cut down on the amount of students knocking on my door!

    D

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    apeo (7th May 2010)

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    SimpleSi's Avatar
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    Usually by word of mouth as I'm about to leave for my next school but sometimes they us a simple (homebrewed) web helpdesk prog that send me emails (but only if the county email server blows in the right direction )

    regards

    Smon

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    apeo (7th May 2010)

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    Currently trying to push teachers to use the helpdesk to report all problems, although it's still quite common for a student to be sent down to tell us the problem.

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    apeo (7th May 2010)

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    apeo's Avatar
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    Thanks for the replies, just wanted to see how everyone else did it and it was any different from what we do.

    @webman: what means do they have to report a problem if they dont have access to a computer i.e. the computer in the classroom is the problem?

    @EvlPhenom: if you wish

    @danrhodes: what measures have you implemented to improve this? i.e. i assume that the procedure was already in place so whats different from before?

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    AngryITGuy's Avatar
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    Quote Originally Posted by webman View Post
    All teaching rooms have a network-connected computer and we have a web-based helpdesk (Liberum) available to all staff. Staff complete a small form (Category, problem description) on our intranet which inserts the ticket into Liberum.
    Pretty much the same setup here too, took some doing to get the staff to contonually use it but its now used almost everytime

    Emails picked up on phone which helps when around the school, we also list the number of open problem on the staff intranet so they can see how busy we potentially are.

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    apeo (7th May 2010)

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    Quote Originally Posted by danrhodes View Post
    If a pupil has an issue, they need to contact a member of staff, usually their form tutor who can then report a job for them, were trying to cut down on the amount of students knocking on my door!
    We send them packing if they knock on the office door here, only exception to the rule is when its out of lesson time!

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    EvLPhenom's Avatar
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    For the rest of you, here the kids usually just get sent down to us, or the teachers collar us in the corridoor and tell us hours after the problem has happened.

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    webman's Avatar
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    Quote Originally Posted by apeo View Post
    @webman: what means do they have to report a problem if they dont have access to a computer i.e. the computer in the classroom is the problem?
    Use nearest available computer or phone. Some still send students with a note but we don't advocate it. Sometimes it's the quickest method though - which we must act upon if the computer is used to deliver a lesson...

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    Quote Originally Posted by apeo View Post
    @danrhodes: what measures have you implemented to improve this? i.e. i assume that the procedure was already in place so whats different from before?
    Previously there was no helpdesk system in place, now we direct everything through said helpdesk, seems to be working well, we still get students knocking on the IT Office door though, I don't have the heart to turn them away, I just ask them which teacher has sent them, and log a job under the teachers name for the student.

    Any student that knocks though does get the same treatment, they get a "Sorry, I didn't catch that!" until they use there P's and Q's!

    D

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    Edu-IT's Avatar
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    Primarily phone or in person but we also have a helpdesk.

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    apeo (7th May 2010)

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    apeo's Avatar
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    Thanks again guys, useful to know.

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    i just set up a helpdesk here, starting to get the teachers used to it, its the free one form web help desk, its set up to send me an e-mail when anyone submits a ticket, the teachers use the same login details as they would for the computer login so it should be easy for them to pick it up, we still get the odd student sent down or teachers catching us in the coridor, its really inevitable that.

  23. Thanks to alunmjones from:

    apeo (7th May 2010)

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