From Technology Services:
We need some help with IT Direct tickets. With the continued increase in technology and devices district wide, we are reviewing workflows for IT tickets so we can serve you better.
We need some help with IT Direct tickets. With the continued increase in technology and devices district wide, we are reviewing workflows for IT tickets so we can serve you better.
1 - We need more details in the IT direct tickets:
We need specific details of the issues with the device. he techs will be communicating working with you, the site CTA and/or Media staff, to be sure IT direct tickets have all the information they need to support your school more efficiently.
-This is critical if it is a mobile device!
2- Device breakage seems to be on an uptick. Tech services will do all we can to repair devices in a timely manner just know many factors can impact getting the drive back in the students hands, such as waiting on parts being ordered, devices have an IT ticket submitted with bar and serial number and specific details on what the issue(s) are for related device, if there is large breakage pile of devices with little to no information they have to spend a great deal of time figuring out what the issue is, especially if the devices has not charge....etc.
Here are a few pieces of information we are asking for:
- We ask all serial numbers and bar codes are keyed into IT direct.
- Better yet - print the ticket and tape it on to the devices
3 - Any devices the JCPS technology technician takes out of your building for repair must be checked out/in to the technician. With so many devices out for repair, its getting difficult tracking all the devices so we need to use the system we have to help, that being Destiny.
District wide, the JCPS Technician to device ratio is a challenging 1:4800+ so Help us Help you! The technician may talk with you further to help convey what we need in the tickets! Please make sure your staff is aware that they need to complete as much of this information as possible when they fill out the initial request.
Thanks for all you do!