How do I know Category/Problem Type to choose when submitting a work order?
There are so many different problem types to choose from, how do you know which one to pick? Below is a list and a brief explanation for each main problem type to assist you in making your decision. Problem types are listed alphabetically by primary category. Don't worry if you pick the wrong one, your technician can always change it for your later.
Accounts – This section should be selected when you
need an account or are having trouble using an account. If you are having
issues using the website or portal related to the account please see
“Online..Portals” section and “Software” related to the account. There are 21
subsections of Accounts to choose from. If your account type is not listed,
please choose “Other not listed”
Active Directory
Email
Google
Destiny
Haiku/PowerSchool
QSS
Infinite
Campus
ESS
SEIS
SRVUSD
Portal
Meraki
Office
365
ExacqVision
SchoolLoop
School
Messenger
School Administrator
District
Office Administrator
Other
Staff Non-Administrator
Parent
ChalkSchools/K12
Inform
Laserfiche
Sub
System
Illuminate
PrimeroEdge
Other not
listed
Audio Visual – This
section should be used to report issues with your audio visual systems. This
could include, projectors, audio systems, panels and more. If the assigned
agent identifies the system as being under warranty, they will be emailed a
form to complete in order to resolve your ticket.
Projector
Power
Loud
Fan
Lamp
Buttons
Filter
Lens
Image
Quality
Heat/Temperature
Audio
Speakers
Microphones
Mixer
Amplifier
RedCat
Systems
Other
Not Listed
Interactive
Systems
Unresponsive
Pen
Calibration
Power
Other
Accessories
Input
jacks or Panels
Broken
Pixie
Control - mounted control panel
Crestron/Extron
Control Systems
Document Camera
Bells/Paging – This
replaces emails to berbeeadmin@srvusd.net and should be utilized to report issues
related to bells and paging, in addition to requests for bell schedule changes.
These tickets are automatically assigned to District level Network Specialists.
Bell
Schedule change
Volume
adjustment
All Call
No Bells
or Paging
Chromebook – Use this
section to report issues with chromebooks at your location. If your specific
issue is not listed, please choose, “Other Not Listed” from the sub categories.
Network
connectivity
Keyboard
or Keys
Ports
Sounds/Speakers
Doesn't
boot
No power
Screen
Battery
Charging
Trackpad
Other Not
Listed
Desktop – Use this
section to report issues with a desktop computer at your location. If your
specific issue is not listed, please choose, “Other Not Listed” from the sub categories.
Hard
Drive Replacement
RAM/Memory
Doesn’t
Boot
No Power
Keyboard
or Keys
Mouse
Ports
CD/DVD
Drive
Sound/Speakers
Network
Connectivity
Loud Fans
File
Recovery or Transfer Files
Configure
Printer
Other not
listed
Deployment and Configurations
– This section will primarily be selected by the site technician to request
assistance and configurations for deployment of settings and applications.
Munki
App/Software
Create
New Printer Packages
System
Center App/Software
Group
Policy or other policy
Profiles
Managed
Software Center (Munki)
Software
Center (SCCM)
Device Configuration - This section would be used if you needed a new or replacement device set up for use. This can include brand new equipment both purchased and/or donated as well as replacement equipment that might not be new.
New or
replacement computer
New or
Replacement Tablet
New or
Replacement Chromebook
Specialty
Equipment
Email - This section should be used to report issues using district email. If you are having trouble with your account or logging in, please see the Accounts section.
Suspicious
Email
Can't
Receive Email
Can't
Send Email
Can't
Send or Receive Email
Need help
configuring device for email
Reported
Spamming
Delayed
or Failed Delivery
Mailbox
Full
Group
Membership
Other not
listed
Investigation/Inquiry/Request for Reports - This section will automatically be forwarded to District Technology Management staff. Please be aware that requests for system logs/reports or for investigatory purposes will also be forward to site administration for approval. This refers to a requested investigation on suspicious activity by student or staff member.
Student
Staff
Confidential
Other not
specified
IP Clock Speaker - This section will automatically be forwarded to our Network Specialist Team. Site Technical staff do not have permissions to change these settings or troubleshoot this equipment. IP clock speakers are those that are digital and connect to the network only. They do not include older analog clocks throughout the District. For issues with analog clocks or associated speakers attached, please contact the Maintenance Department.
No power
Volume
Display/Time
Laptop (Windows or MacOSX) - Use this section to report issues with a District issued Laptop. This section does NOT include Chromebooks.
Screen
Hard
Drive Replacement
RAM/Memory
Doesn’t
Boot
No Power
Battery
Charging
Keyboard
or Keys
Trackpad
Ports
CD/DVD
Drive
Sound/Speakers
Network
connectivity
Loud Fans
Temperature
File
Recovery or Transfer Files
Configure
Printer
Other not
listed
Marquee - Use this section to report issues with your site's digital and networked Marquee. In most cases, either the office staff or site technicians will be using this category.
No
display
No
connection/Won't connect
Programming
issues
Monitor - Use this section to report issues with our external monitor. If you have a laptop and are experiencing issues with your screen, please see section category, "Laptop". This may include larger screens or Televisions being used as monitors.
No Power
Resolution
Orientation
Replacement/Upgrade/Additional
Buttons
Sound/Speakers
Ports
Other not
listed
Network/Internet Connection - Use this section to report issues with the network, both wired and wireless connections. For some problem types within this category your request may automatically be forwarded to District Network Specialists to help expedite processing.
Wireless
Access
Point (AP)
Coverage/Signal
strength
BYOD
Add
MAC addresses to INST
Guest
Wired
VLAN
Change
Additional
switch ports (IDF/MDF)
Damaged
Wall Ports/Plates/Cables
Bandwidth/Speed
Filter/Firewall
Website
blocked/review
Application
blocked/review
Outage
(For District Tech Usage Only)
Wireless
Planned
Un-Planned
Wired
Power
Failure
AT&T
Outage
County
Office of Education Outage
Online District Services or Portals - Use this section to report issues with District systems that are web based or hosted in the cloud. If you need access to one of these systems, and do not already have access, please choose Accounts.
ESS
Unable
to Login
Registration
Other
not listed
PrimeroEdge
Syncing
errors
Cash
Drawer or Pin Pad
Balance
Discrepancy
Free
and Reduced Issues
Add
Pictures
Other
not listed
SRVUSD
Portal
New
Application or Tile
Problem
Accessing
Performance
Menus
or Tiles
Other
not listed
Haiku/PowerSchool
Rosters
Classes
Other
not listed
Infinite
Campus
Unable
to Login
Performance
Errors
Add
Pictures
Other
not listed
Clever
Request
New App
Sync
Errors
Rosters
and/or data
Other
not listed
Office
365
Apps
Subscriptions
Unable
to Login
Other
not listed
Destiny
Library
Resource
Manager
Add
Pictures
School
Messenger
Delivery
Issues
Google - GSuite
Unable
to Login
Settings
Groups
Other
Not Listed
Meraki
Systems Manager
Imagr
Dashboard
Unable
to access website
Fields
Chalk
Schools/InformedK12
Printer/Copier - Use this section to report issues with a District printer or copier at your location. For help installing or configuring a printer on your device, please choose your device type from the problem type list. For example, if you need a printer installed on your laptop, choose the laptop problem type and configure printer as your sub category.
Out of
supplies
Install
New
Replace
existing
Printing
quality
Jam
Install
on Server
Other not
listed
Security Cameras - Use this section to report issues with utilization and/or performance of your site's video surveillance system. If you are inquiring about activity or requesting a review/report of activity please choose the Investigation problem category instead.
Access to
View - New
Access to
View - Existing but can't log in anymore
No Video
or Poor image quality on one or more cameras
Server - This section will be primarily be utilized by technical staff to report issues with server performance, alerts and access. Other staff may utilize to request shares or changes in permissions to shares located on the server. For example, a user's "Home Folder" or "H Drive" is considered a server share.
No Power
Doesn't
Boot
Hard
Drive
Beeping
Loud Fans
Shares or
Security Groups
Permissions
Add
New
Delete/Remove
Net/PXE
boot
Software - Use this section to request software be installed on your District device(s). You may also choose this section to report issues with existing installations or for pushing of applications to iOS, Chrome or Windows devices.
Install
software (purchased already or Free)
Install
Software (need to purchase Software Request Form)
Settings
Usage/Troubleshooting
Uninstall
software
Compatibility
check
Updates/Upgrades
Crashing/closing
unexpectedly
Driver
installation for specific equipment
Application
installation
IOS
Chrome
Windows
Store
OS Outage
or Bug
Chrome
MacOSX
Windows
Amazon
Web Services
District
Systems - Specific installation only
QSS/QCC
LaserFiche
Virus/Malware
Tablet - Use this section to report issues with your District issues tablet.
Screen
Doesn’t
boot
Battery
Charging
Ports
Buttons
Sound/Speakers
No Power
Locked or
Passcode Restriction
Other not
listed
UPS Battery Backup - Use this section to report issues with your site's batter backups. This includes those utilized to support individual workstations. If you need a replacement battery, please submit a "Service Request" and choose replacement battery.
Sulfur/burning
smell
Beeping
No power
Battery
replacement or Swollen battery
Cable
damaged
VoIP Phones - Use this section to report issues with your VoIP phones. VoIP phones are those connected directly to the network and do not include analog emergency phones in the front office. Some problem types could include, phone programming, such as name changes, phone repair and/or replacement. Some of these problem types will automatically be forwarded to our District Network Team to expedite processing.
VoIP
Hardware
No
dial tone - contacts need cleaned
Broken
hookswitch/receiver
Stand
No
power
Damaged
handset cord
No
display
Error
message
Other
not listed
VoIP
Programming
New
Phone Configuration
Replacement
Phone Configuration
Name
or Room Update
Other
VoIP
Fast
busy tone
Audio
Dialing
issues
811
- Emergency Dialing
911
- Emergency Dialing
Call Manager
No Category Selected - This section is to be used for internal District Level Technician purposes only.
Scheduled Tasks - This section is to be used for internal District Level Technician purposes only.
IDF and
MDF Monthly Check
Imaging Set of Devices or Lab
Assembling Device Cart or Cabinet