Technology Tutorial: How To Submit A Ticket
The Technology Incident Reporting System (TIRS) is the premiere system that we use to track incidents that occur with technology in the district. All technology department-related incidents should be reported through this system, which includes requests for access to services.
What To Do When You Need Help
The Technology Department expects each user to provide basic support to the technology device before reporting a problem. This can be as simple as restarting the computer, checking power cables, making sure external devices are connected properly and more.
The TIRS can be accessed at any location with internet, simply by using your district’s eWorld Net Login account. To report a problem, you will need to create what is called an Incident Ticket. To get started see below:
Important Note: As of August 4, 2008, we have established a closing time for the Incident Reporting System. New incident tickets will only be accepted on Monday – Fridays from 7:00am to 5:00pm CST. If you are entering a ticket when the time expires, you will lose your ticket information.
1.) Locate “eWorld Net Login” button at the top left under the Lincoln County banner. Login with your eWorld / DBabble account. Find the Technology Support section and click Create A New Incident Ticket. The site will open into the main reporting screen. After this happens, verify your details under Contact Information is correct.
2. ) If needed, select your Department under the Incident Classification section. Then, select a Category that bests fit the description of the problem you’re having.
3.) Under Descriptive Title, you will enter a short ticket identification note that will be shown to the technician. This is used to quickly organize incoming tickets.
4.) You will provide a full description about the incident under Incident Details. Please fully explain the problem and include error messages that may appear on screen. Also, include the specifications of the equipment involved if it is a problem.
5.) After you have typed the incident into the online form, go back over it to make sure you have not missed anything and correct any errors. Once you have verified this, click the Submit This Incident button at the bottom to send your ticket report for processing.
What Happens Now?
Once you submit your ticket, the processing automatically starts. An e-mail will be sent to you with the information submitted. Also, every technician in the department will be notified instantly (cellular service dependent) via DBabble IMessenger or BlackBerry services if the technician is Offline.
Please do not submit more than one ticket on the same issue while the ticket is still open.
The diagram below indicates how the technicians will receive your information. Beginning left to right: Incident # | Descriptive Title | Technican Assigned | Date Submitted | Priority Level | Current Status
How To Check Your Ticket Status
If properly handled by a technician when servicing the incident ticket, you should be able to check the status of your submitted ticket. Login to eWorld and go to Technology Support. Click on the link Update Tickets You Submitted. The system will open into a ticket listing, showing all tickets that you’ve submitted since your employment in Lincoln County School District.
When a technician services your problem, he/she is required to update the ticket with the latest information so that other technicians, including you as the customer, will know what is going on at the moment. If properly documented, the ticket will show detailed information. In the main view, the Status indicators are color-coded.
OPEN TICKET – The ticket has not been checked by a technician yet.
In Progress – The ticket is currently in the process of being serviced.
Pending – Technician requests feedback or additional service.
Parts Ordered – A necessary part is being ordered.
Suspended – Ticket cannot be completed at this time.
Closed Ticket – Incident has been solved by an assigned technician.
Updating An Existing Non-Closed Ticket
If you have pertinent information that may help the technician solve your problem, you may click on the descriptive title of a particular incident and view the details. A box will be provided for you to enter additional notes, along with a button to save the update the ticket as long as the ticket does not have a Closed Ticket status indicator.
When you or the technician updates the ticket, an e-mail will be sent to you with the updated information attached to your ticket. This is to verify your submission. If you are not contacted by a technician within 10 school days of submission of actual problems, please contact the department for an update.
When the technician closes your ticket, you will receive an e-mail with details on what all took place to solve your problem. Remember, you can refer back to any closed tickets by simply logging in to eWorld and clicking View Tickets You Submitted.
Ready to get started? First, let’s verify that your account settings are correct. Then, proceed back to eWorld and create a new incident ticket.
Click Here To Verify Or Update Your Account Settings – After verifying your account settings, click the Submit button. You will automatically be redirected back to the main eWorld Net Login page. Please take the time to verify your account settings. This is important.