techwiki.lowellschools.com

At Lowell Area Schools, we utilize an electronic technology helpdesk application called Sysaid.

• No problem is too big or too small to file a tech. request.

Why do we use a Tech request system?

• Prioritize and Que issues/problems.
• Consistent and track-able communication with staff.
• Recognizing repeat areas of concern.
• Tracking workloads and completion times.
• maintaining a history of issues log.
• Provides a mechanism for reporting and statistics.

How to submit a Tech. request at WORK:

1. Locate the icon entitled “Technology Help Desk” on your Desktop.
2. Click on “Submit a Tech. request.”
3. Be as descriptive as possible.
4. When you click “submit” You will receive an email notifying you of your service request and its progress.

How to submit a Tech. request at HOME:

1. Click Here
2. Log in using your normal school username and password.
3. Continue as you normally would to fill out and submit a tech. request.
4. Bookmark the page for future use.

Tips for quicker service results.

• Whenever possible, fill out your service request yourself and logged into the machine in which you are experiencing this issue.

• Be as detailed as possible, making sure to mention error messages and/or codes.

• Keep any errors or issues up on the screen. We will get a screenshot of your computer when you click “Submit”

Important News/Announcements: Tech staff will place important messages and updates on the left-hand side of the tech request window. Please take the time to read these, especially if you are doing a Tech. request for something that might be district-wide. If the tech guys are aware of the issue already, they will post a message here. If it is posted, there is no need to do Tech. request.

Viewing or updating an old or pending request: Did you know that you can look up any Tech. request you have submitted?
To do this: Go to the main Tech. request page and select “View Old Requests” (this includes new ones too). You need to choose the category where the Tech. request has been placed (Active, Closed, Pending….)

Why would I want to look up old Tech. requests?

1. You may want to look up the solution to the request if the problem happens again and you can’t remember what you need to do to fix the problem.
2. You may want to cancel the Tech. request because you have fixed the problem. Many people submit another request to let the tech department know the problem has been resolved but you can close the request yourself. Just find the request and select the “close request” box.
3. You may want to add a note to an old request about an issue that reoccurs or has not been completely fixed. Find the request and select “add a note” to add a note to the request.

How to respond to emails about Tech.request progress or notes: Go to View Old Requests and add a note to the request in question. This will allow all tech department members to see the progress of the request. Please try not to reply to Tech. request emails.
Self Service: Did you know there is a self-help section which answers many of the common questions you may have. (Example: The subjects on my email are not showing up…. what do I do?)

Quick List: You may have noticed when you open a Tech. request that there is a new section called “Quick List.” This section has some of the more common Tech. request problems in it. If you see your problem on the list, using the quick list can speed up your Tech. request submission.
Feedback: Please try to take the time to answer the feedback survey after your request has been closed. This is a VERY short survey. It helps tech staff to better serve the staff.
Sysaid Features and Resources:

• Complete inventory assessment for all workstations, handheld devices, printers and more.

• Service Request form assisted features like Screen Image Snapshots and File Attachment Upload capabilities.

• Service Request progress is automatically communicated to the end user through each step of the process.

• End of Service Request Surveys available for end user input, suggestions and comments.

• FAQ (Frequently Asked Questions) section. Provides quick fixes to common issues.

• End User previous service request lookup.