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How To Report A Tech Issue From An Instructor Station
Staff and students will now be able to report a classroom emergency tech issue directly from instructor computers, bypassing the need to call the IT Service Desk.
Note: If the instructor computer will not function or connect to the Internet, please call the Service Desk at 1-250-852-6800.
Instructor stations now have an icon on the desktop named "Report Classroom Emergency":
This will open a command line window which gathers the following information related to the issue:
- Name (automatically gathered from the user of the computer)
- Location (automatically gathered from the computer)
- Call back number
- Nature of the issue
- Urgency of the issue (Do you need a technician immediately, or after the end of class? Y/N)
You can expect the process to look like this:
The above shows a classroom emergency reported from a staff account. A call back number is provided, issues with the sound system are reported, and immediate assistance is requested.
If this classroom emergency window is opened accidentally, you can safely close it by clicking the X on the top-right.
Upon the completion of these 4 steps, a ticket is created with IT Services and, if required, and the next available technician is dispatched immediately to assist. You may note down the ticket number for your reference, and close the window.
Potential Issues
Person Not Found:
The message "PERSON NOT FOUND, USE CLASSROOM EMERGENCY UID:" message simply means that we were not able to find the current user in the IT ticketing system. A default user is chosen and you may proceed to report the classroom emergency without issue.
ERROR: The remote name could not be resolved:
The above message indicates a network disconnect on the instructor machine.
Please call the Service Desk at 1-250-852-6800 in this situation.