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.

AccountsThis 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