Contacting Tech:
1) Check the KnowledgeBase
The first thing you should probably do, no matter what, is check the knowledgebase. When we encounter a common problem or question, we put the answer, with pictures, in the KnowledgeBase. At this point probably half our tickets have already been answered in there.
Everything we will talk about here today is in the knowledgebase.
2) Put in a ticket
If you have a tech PROBLEM, please put in a ticket.
Tickets cannot go away until we close them, so it keeps us accountable. It helps us keep track of what gets done and gives us history into what worked and what didn't.
3) Send an email to techhelp@philomath.k12.or.us
If you have a tech question, as in "I don't actually know if this is a problem or not." send an email to TechHelp@philomath.k12.or.us
4) Call extension 101
If you have a tech emergency, like "I have a presentation in 5 minutes and the projector isn't working" Give us a call on extension 101.
Please don't...
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...stop by unannounced (for tech issues).
- We are often in meetings
- Our office is often a mess
- Often out-of-office
- It breaks our ability to prioritize
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...assume we can resolve issues with your personal devices.
- We make a best effort because we care.
- It is not part of our official duties.
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...call each of our extensions, one after the other.
- Just call Ext. 101. It rings all of our phones.
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...email just one of us.
- Sometimes people are sick or out of office
- techhelp@philomath.k12.or.us goes to all of our inboxes.
- ...call when it should have been an email.
- ...email when it should have been a ticket.
- ...skip checking the KnowledgeBase