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submit_helpdesk_request [2012/06/07 15:54]
dterry
submit_helpdesk_request [2012/06/12 09:10] (current)
dterry
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-====== Submitting a Helpdesk ​Request ======+====== Submitting a Help Desk Request ======
 Here are a few tips to help us get you the solution you need as quickly as possible… Here are a few tips to help us get you the solution you need as quickly as possible…
   * Be as detailed as possible, you can’t put too much information in your email. ​   * Be as detailed as possible, you can’t put too much information in your email. ​
   * Be as specific as possible… i.e. **It happens every 15 minutes**…rather than **it’s happened a lot today.**   * Be as specific as possible… i.e. **It happens every 15 minutes**…rather than **it’s happened a lot today.**
   * Include any error messages that you have received. It is important to give the full error message including any cryptic hexadecimal numbers. You can often save time by taking a screenshot (''​Alt + PrtScrn''​ on your keyboard) and pasting it into an image file which can then be attached to your email. ​   * Include any error messages that you have received. It is important to give the full error message including any cryptic hexadecimal numbers. You can often save time by taking a screenshot (''​Alt + PrtScrn''​ on your keyboard) and pasting it into an image file which can then be attached to your email. ​
-  ​* Do any of your neighbors have this problem?  +  
-  * Have you installed any new software recently?  +    ​* Do any of your neighbors have this problem?  
-  * Can you print the document to a different printer?  +    * Have you installed any new software recently?  
-  * How long have you had this problem?  +    * Can you print the document to a different printer?  
-  * Were you using a wired or wireless network connection?​ +    * How long have you had this problem?  
-  * What version of the software are you using? (Usually can be found by clicking **Help -> About**) +    * Were you using a wired or wireless network connection?​ 
-  * What other programs did you have running at the time?+    * What version of the software are you using? (Usually can be found by clicking **Help -> About**) 
 +    * What other programs did you have running at the time?
  
 The more information you provide in the beginning, the faster we will be able to resolve your  The more information you provide in the beginning, the faster we will be able to resolve your 
 problem. By not detailing your problem, we have to track you down for more information instead of  problem. By not detailing your problem, we have to track you down for more information instead of 
-working on the resolution. We understand not everyone is IT savvy, that’s why we are here, but the +working on the resolution. We understand not everyone is very comfortable with technology, that’s why we are here, but the 
 more detail you provide even in layman’s terms brings us that much closer to a resolution for you and  more detail you provide even in layman’s terms brings us that much closer to a resolution for you and 
 every other person waiting to hear back from us. Many times a few extra sentences from you can  every other person waiting to hear back from us. Many times a few extra sentences from you can 
 save us from hours of research. save us from hours of research.