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submit_helpdesk_request [2012/06/05 16:59] 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. | ||