How do your users report problems during lessons?

[apeo]

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

[webman]

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.

[EvLPhenom]

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

[danrhodes]

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

[SimpleSi]

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

[Soulfish]

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.

[apeo]

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?

[AngryITGuy]

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.

[AngryITGuy]

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!

[EvLPhenom]

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.

[webman]

@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...

[danrhodes]

@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

[Edu-IT]

Primarily phone or in person but we also have a helpdesk.

[apeo]

Thanks again guys, useful to know.

[alunmjones]

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.

[TSCL]

Post it notes.

[apeo]

Post it notes.

 

He he

[Sylv3r]

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.

Edited May 7, 2010 by Sylv3r
damn wireless keyboard!

[firefox_2006]

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.

[K.C.Leblanc]

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,

[apeo]

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.

[jimmy_2k]

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.

[danrhodes]

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

[Jamo]

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.

[danrhodes]

Check out NetHelpDesk we use it and its pretty good, multi tech user, multi end user, email ticketing as above etc etc....