MN K12 Tech Coordinator Tips & Tricks
HistoryEdited Oct 12, 2008 12:46 AM by Joel Anderson…

Help Desk

Our Help Desk tools consist of three key tools:
  • Our Tech Ticketing system (which is built in FirstClass)
  • Apple Remote Desktop, for remote observing and controlling
  • and the CasperSuite, for inventory, software installation, and policy reinforcement 
We implemented a new Tech Ticketing system this year, and it has been EXTREMELY successful. It is heavily used, and our staff have "bought into" it, and we have only heard positive feedback with the system (which surprised me). I think there are a number of key factors that have made this successful for us:
  1. It is easy to use.
  2. It is built in FirstClass - FirstClass is our GroupWare software, so staff already have this application open all day. This makes it an extremely quick step to create a new Tech Ticket, they don't have to navigate to, or launch or got to another application, or open a new web page. This also applies for checking on the status of their ticket.
  3. It is built in FirstClass - Since staff are accustomed to using FirstClass for e-mail, memos, scheduling, and conferences, they are familiar with its interface and how it works - they feel comfortable in the application.
  4. When we rolled out the Tech Ticket system, we sent out a memo explaining the Tech Ticket, the advantages of using the Tech Ticket, and we informed them that it would be the fastest way to get support (we also said that we would be responding to Tech Tickets before e-mails and voice mails).
  5. For the first two weeks the tech staff vigorously reinforced the "respond to Tech Tickets first rule" and reminded staff to use a Tech Ticket (while emphasizing a benefit of the system that applied to the scenario) if they sent us e-mails or voice mails. 
  6. Once staff saw how easy it was to create a new ticket, how quickly they received service, and how they easily could get status on that ticket right at any time, there was total buy-in.
Here is how the system works:
1. A teacher creates a new ticket by clicking on the New Tech Ticket button from the Technology conference in FirstClass:
New Tech Ticket
2. Then the teacher fills out a simple form. As you can see, there are very basic fields: Brief Description, Issue, Building, Computer Name, Description, Error Message:
Tech Ticket Main
3. A copy of this form is then saved in the teacher's Mailbox. From there, they can open it up at any time to get an update on the ticket's status. The Tech Ticket is then delivered to the Tech Ticket Conference. Only the Technology Department has access to the Tech Ticket conference:
Tech Ticket List
The Tech Ticket conference has the following features:
  • Sort on any column
  • Quickly filter the view by typing into the Toolbar's QuickFilter box
  • Access the closed tickets from the Closed Tickets archive
  • Quickly see the status of each ticket by its color code
  • Clicking on the photo icons in the upper right hand corner will filter the view based on who the ticket is assigned to

4. When a technician opens the ticket, they can also access the "Technical" tab. Only the technical staff can see the fields on the Technical tab:
Tech Ticket TechFrom the Technical tab, a technician can:
  • Change the status of a ticket
  • When the status is changed, its colored icon changes
  • Assign the ticket to a specific technician
  • Enter technician notes in the "Notes" field (only technical staff will see what is typed in this field).
  • Update the bottom of the ticket's "Tech Notes" section with steps the technician has taken to resolve the ticket (the teachers will see this info when they check on the ticket's status.

Comments

/groups/tech/search/index.rss?sort=modifiedDate&sortDirection=reverse&tag=mainlist/groups/tech/search/?sort=modifiedDate&sortDirection=reverse&tag=mainCore ArticlesCustomTagSidebarCustomTagSidebar?sort=modifiedDate&sortDirection=reverse&tag=main0/groups/tech/sidebar/CustomTagSidebarmodifiedDate5CustomTagSidebarreversemainCore Articlescustom/groups/tech/search/index.rss?tag=hotlist/groups/tech/search/?tag=hotWhat’s HotHotListHot!?tag=hot60/groups/tech/sidebar/HotListAdded iOS 5 and iCloud Article LinkjoelJoel Anderson2011-10-27 05:51:48+00:002011-10-27 05:51:48updated47joelJoel Anderson2011-03-28 23:40:40+00:002011-03-28 23:40:40updated46Moved Document Management & iWork Document Formatting under FeaturesjoelJoel Anderson2011-03-28 23:40:32+00:002011-03-28 23:40:32updated45Moved Paperless Workflow under features, moved iPad 2 Mini review under General PointersjoelJoel Anderson2011-03-28 23:39:09+00:002011-03-28 23:39:09updated44Added breadcrumbsjoelJoel Anderson2011-03-28 15:48:01+00:002011-03-28 15:48:01updated43Changed Title of iPad Document Strategies linkjoelJoel Anderson2011-03-28 15:43:54+00:002011-03-28 15:43:54updated42joelJoel Anderson2011-03-27 19:12:09+00:002011-03-27 19:12:09updated41Separated Productivity Outline into its own pagejoelJoel Anderson2011-03-27 19:11:22+00:002011-03-27 19:11:22updated40joelJoel Anderson2011-03-21 11:51:32+00:002011-03-21 11:51:32updated39fix shopping and travel pages from blog pages to wiki pagesjoelJoel Anderson2011-03-21 11:49:38+00:002011-03-21 11:49:38updated38joelJoel Anderson2011-03-21 11:47:11+00:002011-03-21 11:47:11updated37Moved link to iPad 2 Mini Review towards top of pagejoelJoel Anderson2011-03-19 13:23:03+00:002011-03-19 13:23:03updated36Added New to iPad pagejoelJoel Anderson2011-03-19 12:02:34+00:002011-03-19 12:02:34updated35Added link to iPad 2 Mini ReviewjoelJoel Anderson2011-03-19 10:31:38+00:002011-03-19 10:31:38updated34joelJoel Anderson2011-03-19 10:29:17+00:002011-03-19 10:29:17updated33Added iPad App pages for Shopping and TraveljoelJoel Anderson2011-03-19 10:28:06+00:002011-03-19 10:28:06updated32Removed Cases links, as it is now linked from the new Accessories pagejoelJoel Anderson2011-03-19 09:59:48+00:002011-03-19 09:59:48updated31joelJoel Anderson2010-04-26 14:49:15+00:002010-04-26 14:49:15updated30Added new structure for iPad case articlesjoelJoel Anderson2010-04-26 13:29:44+00:002010-04-26 13:29:44updated29Formatting cleaningjoelJoel Anderson2010-04-26 02:30:51+00:002010-04-26 02:30:51updated28Added use of keynote presentationjoelJoel Anderson2010-04-25 21:14:19+00:002010-04-25 21:14:19updated27joelJoel Anderson2010-04-25 20:55:07+00:002010-04-25 20:55:07updated26Added a strengths/weakness list to article; Created place holders for printing and remote controljoelJoel Anderson2010-04-25 20:54:50+00:002010-04-25 20:54:50updated25Organized and Separated LinksjoelJoel Anderson2010-04-17 02:12:22+00:002010-04-17 02:12:22updated24joelJoel Anderson2010-04-12 19:17:12+00:002010-04-12 19:17:12updated23joelJoel Anderson2010-04-12 19:12:10+00:002010-04-12 19:12:10updated22joelJoel Anderson2010-04-12 19:10:37+00:002010-04-12 19:10:37updated21joelJoel Anderson2010-04-12 18:58:05+00:002010-04-12 18:58:05updated20joelJoel Anderson2010-04-12 18:46:24+00:002010-04-12 18:46:24updated19joelJoel Anderson2010-04-12 18:45:36+00:002010-04-12 18:45:36updated18joelJoel Anderson2010-04-12 18:23:47+00:002010-04-12 18:23:47updated17joelJoel Anderson2010-04-12 18:19:55+00:002010-04-12 18:19:55updated16joelJoel Anderson2010-04-12 18:17:32+00:002010-04-12 18:17:32updated15Added NoteTaking AppsjoelJoel Anderson2010-04-12 18:13:40+00:002010-04-12 18:13:40updated14Added iPad Accessories PagejoelJoel Anderson2010-04-07 13:57:19+00:002010-04-07 13:57:19updated13Added iPad Cases pagejoelJoel Anderson2010-04-07 13:50:29+00:002010-04-07 13:50:29updated12joelJoel Anderson2010-04-07 13:49:43+00:002010-04-07 13:49:43updated11joelJoel Anderson2010-04-06 00:00:36+00:002010-04-06 00:00:36updated10Added tag - hotjoelJoel Anderson2010-04-05 23:05:53+00:002010-04-05 23:05:53addTag9joelJoel Anderson2010-04-05 22:54:36+00:002010-04-05 22:54:36updated8joelJoel Anderson2010-04-05 22:46:37+00:002010-04-05 22:46:37updated7joelJoel Anderson2010-04-05 20:35:18+00:002010-04-05 20:35:18updated6joelJoel Anderson2010-04-05 20:33:42+00:002010-04-05 20:33:42updated5joelJoel Anderson2010-04-05 20:31:37+00:002010-04-05 20:31:37updated4joelJoel Anderson2010-04-05 20:27:51+00:002010-04-05 20:27:51updated3Added tag - ipadjoelJoel Anderson2010-04-05 20:26:48+00:002010-04-05 20:26:48addTag2First createdjoelJoel Anderson2010-04-05 20:15:04+00:002010-04-05 20:15:04created1wiki2011-10-27T05:51:48+00:00groups/tech/wiki/17816FalseiPad/groups/tech/wiki/17816/iPad.htmlJoel Anderson47 updatesiPad Personal Productivity Strategies > iPad Did you just get a new iPad, and want a know what you should get right away? Try my iPad Quick-St...Falsejoel2011-10-27T05:51:48+00:00joelJoel Anderson2010-05-01 02:22:25+00:002010-05-01 02:22:25updated11Changed the name from Personal Productivity to Personal Productivity StrategiesjoelJoel Anderson2010-05-01 02:14:34+00:002010-05-01 02:14:34updated10Added text descriptors to each categoryjoelJoel Anderson2010-05-01 02:05:53+00:002010-05-01 02:05:53updated9Added tag - paperlessjoelJoel Anderson2010-05-01 01:46:35+00:002010-05-01 01:46:35addTag8Added tag - mainjoelJoel Anderson2010-04-05 20:17:08+00:002010-04-05 20:17:08addTag7joelJoel Anderson2010-04-05 20:15:34+00:002010-04-05 20:15:34updated6Added tag - hotjoelJoel Anderson2010-04-05 20:15:11+00:002010-04-05 20:15:11addTag5Added tag - ipadjoelJoel Anderson2010-04-05 20:11:26+00:002010-04-05 20:11:26addTag4Added tag - gtdjoelJoel Anderson2010-04-05 20:11:21+00:002010-04-05 20:11:21addTag3Added tag - productivityjoelJoel Anderson2010-04-05 20:11:16+00:002010-04-05 20:11:16addTag2First createdjoelJoel Anderson2010-04-05 20:10:54+00:002010-04-05 20:10:54created1wiki2010-05-01T02:22:25+00:00groups/tech/wiki/56867FalsePersonal Productivity Strategies/groups/tech/wiki/56867/Personal_Productivity_Strategies.htmlJoel Anderson11 updatesPersonal Productivity Strategies This section of the site will focus on personal productivity, and will include topics such as Getting Things Done (GTD), OmniFoucs, paperless wor...Falsejoel2010-05-01T02:22:25+00:00joelJoel Anderson2010-05-01 02:22:25+00:002010-05-01 02:22:25updated11Changed the name from Personal Productivity to Personal Productivity StrategiesjoelJoel Anderson2010-05-01 02:14:34+00:002010-05-01 02:14:34updated10Added text descriptors to each categoryjoelJoel Anderson2010-05-01 02:05:53+00:002010-05-01 02:05:53updated9Added tag - 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paperlessjoelJoel Anderson2010-05-01 01:46:35+00:002010-05-01 01:46:35addTag8Added tag - mainjoelJoel Anderson2010-04-05 20:17:08+00:002010-04-05 20:17:08addTag7joelJoel Anderson2010-04-05 20:15:34+00:002010-04-05 20:15:34updated6Added tag - hotjoelJoel Anderson2010-04-05 20:15:11+00:002010-04-05 20:15:11addTag5Added tag - ipadjoelJoel Anderson2010-04-05 20:11:26+00:002010-04-05 20:11:26addTag4Added tag - gtdjoelJoel Anderson2010-04-05 20:11:21+00:002010-04-05 20:11:21addTag3Added tag - productivityjoelJoel Anderson2010-04-05 20:11:16+00:002010-04-05 20:11:16addTag2First createdjoelJoel Anderson2010-04-05 20:10:54+00:002010-04-05 20:10:54created1wiki2010-05-01T02:22:25+00:00groups/tech/wiki/56867FalsePersonal Productivity Strategies/groups/tech/wiki/56867/Personal_Productivity_Strategies.htmlJoel Anderson11 updatesPersonal Productivity Strategies This section of the site will focus on personal productivity, and will include topics such as Getting Things Done (GTD), OmniFoucs, paperless wor...Falsejoel2010-05-01T02:22:25+00:00joelJoel Anderson2010-05-01 02:22:25+00:002010-05-01 02:22:25updated11Changed the name from Personal Productivity to Personal Productivity StrategiesjoelJoel Anderson2010-05-01 02:14:34+00:002010-05-01 02:14:34updated10Added text descriptors to each categoryjoelJoel Anderson2010-05-01 02:05:53+00:002010-05-01 02:05:53updated9Added tag - paperlessjoelJoel Anderson2010-05-01 01:46:35+00:002010-05-01 01:46:35addTag8Added tag - mainjoelJoel Anderson2010-04-05 20:17:08+00:002010-04-05 20:17:08addTag7joelJoel Anderson2010-04-05 20:15:34+00:002010-04-05 20:15:34updated6Added tag - hotjoelJoel Anderson2010-04-05 20:15:11+00:002010-04-05 20:15:11addTag5Added tag - ipadjoelJoel Anderson2010-04-05 20:11:26+00:002010-04-05 20:11:26addTag4Added tag - gtdjoelJoel Anderson2010-04-05 20:11:21+00:002010-04-05 20:11:21addTag3Added tag - productivityjoelJoel Anderson2010-04-05 20:11:16+00:002010-04-05 20:11:16addTag2First createdjoelJoel Anderson2010-04-05 20:10:54+00:002010-04-05 20:10:54created1wiki2010-05-01T02:22:25+00:00groups/tech/wiki/56867FalsePersonal Productivity Strategies/groups/tech/wiki/56867/Personal_Productivity_Strategies.htmlJoel Anderson11 updatesPersonal Productivity Strategies This section of the site will focus on personal productivity, and will include topics such as Getting Things Done (GTD), OmniFoucs, paperless wor...Falsejoel2010-05-01T02:22:25+00:00hot/groups/tech/search/index.rss?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcomelist/groups/tech/search/?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcomeRecent ChangesRecentChangesListUpdates?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcome0/groups/tech/sidebar/RecentChangesListmodifiedDateallRecent ChangesRecentChangesListUpdateswiki/welcomeNo recent changes.reverse5searchlist/groups/tech/calendar/Upcoming EventsUpcomingEventsListEvents1Getting events…