Admin

Tips On Submitting Work Orders

Tips On Submitting Work Orders

Tips On Submitting Work Orders

Our Help Desk system (helpdesk.wacoisd.org) helps the Technology Department be more efficidnt in our response to problems throughout the distric.  However, the system is only as good as the information you put in when you submit a work order.  Here are some examples of what NOT to do and some tips on submitting and using the system.

Examples of Weak Work Order
We often get work orders that say something very broad and general like “Computer does not work.” Well, any work order for a computer is going to be for one that isn’t working in some way. We need more information.

We also get many requests for a printer to be installed. The work order will only have information about either the printer or the computer, but not BOTH. Without knowing information about the printer, we don’t know what to install on the computer. Without the computer information, we don’t know where to install the printer.

Sometimes we get requests that say “network down” or “TAC is down” or “internet is slow”. Again, these are not very helpful without more detail. If you experience a problem like this, a little troubleshooting goes a long way to helping us figure out the problem and get you back on track.

  1. If you can’t get to a website, copy the error message. Then check to see if you can get to any district website (e.g. wacoisd.org) or websites outside of the district network (e.g. google.com) to determine if it is just that specific site, a district issue or a broader network connection issue.
  2. Next, find out if anyone else in your building/campus is experiencing the same problem. Try to duplicate the problem on a different computer. Two computers doesn’t mean an entire campus is not working.
  3. If the problem involves a username/password, try on another computer and have someone else try logging in on the computer experiencing the problem. This can determine if the problem is your username/password or a problem with the computer.

 giving us the information we need to respond to your requests and issues as quickly as possible.

Replying to Emails from Help Desk System
The new Help Desk system has the handy feature of communicating with you through email about your work order. You will receive an email when you create a work order. Replying to that email (or any email with that ticket number in the subject) will add a comment to your work order. When changes are made to your ticket, you will receive an email notifying you of the change. Please respond to those emails when they are requesting more information about your request.

Please use the Help Desk system to communicate about your work order. DO NOT create another work order for the same issue. It may be closed as a duplicate work order. Instead, update the old work order with a follow-up question or more information.

Sometimes we are waiting on more information before we can respond to your request and fix your issue. Here are some examples of work orders that will require more information. WARNING: If you do NOT respond to a work order that is waiting for more information, it will automatically be closed after 14 days.

 

Details are Key
With over 8,000 computers and 2,500+ users in the district, we need all the information we can get to help you with your request.  This information can be the difference between your ticket being looked at right away and it sitting in the queue waiting for more information.  

-Location(campus) 
and Room Number are two fields that need to be filled out properly to ensure a speedy service.  

-Service Tag#
 or Computer Name helps us identify the specific equipment that needs work, even if you aren’t available when the technician comes to your campus.  

-Problem Details help us pinpoint an issue before we even look at the equipment.  Please include:

  • Error messages (copy and paste the exact wording of the error message you receive)
  • Screenshots 
  • Step by step description to reproduce the problem
  • Steps you may have already taken to troubleshoot the problem (e.g. “I checked the cables and the power supply”)

 

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