A Guide on using the IT Helpdesk tool
Use the Facilities & IT Helpdesk icon on your computer to easily and quickly submit your own request for IT-related service. With this system, you can identify your need according to a pre-defined “problem type”. This will allow routing of your request to the appropriate technicians, resulting in a more efficient response to your request.
To get started select the icon labeled “Facilities & IT Helpdesk” on your computer. You could also open your internet browser (Internet Explorer) and type in https://www.myschoolbuilding.com/myschoolbuilding/myitdrequest.asp in the address bar and press enter on your keyboard.
This brings you to the welcome screen. Type in your email address and press submit.
The online Help Desk screen (steps 1 through 3):
Note – The IT Request Tab is highlighted indicating you are submitting a request to Information Technology.
Step 1 – This information should be filled in with your information from the prior screen. If you are entering a ticket for someone else, change the contact information.
Step 2 – Select a (building) location and room number related to the issue being reported. If your location will always be the same, check the box, “Yes, remember my area entries for my next new request entry”.
Step 3 – Select the appropriate Problem Type icon. See chart below for more information. The three highlighted areas should be used as default.
Technology Emergency: Please check the emergency box only if the problem involves a building-wide or campus wide, major system being down or inaccessible to the campus.
The Problem Types
Problem Type: Used for: Comments
Accounts/ New Setup for new
Faculty/Staff. Modification of Datatel access.
Modification to file share access. Web
Advisor password reset request.
WebAdvisor and Active Directory password Resets.
AV Equipment Setup of AV technology used in the classroom and lab setting. This includes televisions, projectors, microphones, and connections beyond a laptop connection. Maintenance of projection systems in classrooms, labs, and conference rooms including bulb
replacement. Requests for replacement units.
Blackboard Issues related to the campus’ learning management system.
Blackboard for Nursing, Blackboard for others on campus.
Problem Type: Used for: Comments Communications Sending bulk emails.
Printing large batch jobs and mailers (letter form and postcard form). Printing labels. Setting up surveys. Datatel
communications module assistance.
Surveys through Google Docs. Emails to students either directly to
@student.stcc.edu accounts, or through Datatel Communications module.
Large jobs printing, requiring “sealing”, for mailers; include path name for files to be merged and/or printed.
Core Administrative Systems
Datatel inquiries and
maintenance. WebAdvisor questions. Great Ideas database questions. Human Resources systems. Data marts.
Datatel password resets. WebAdvisor password reset should use problem type accounts/new.
Electronic Door/ Lock Access
Keycard access to classrooms or offices. Requests and problems. Email Any issues related to the
functionality of Gmail, including email password resets.
Email password resets. IT Department supports use of Gmail through Google’s Apps for Education
program; support for other Google offerings is through Google’s web site.
Equipment moving Moving of office technology to a new location. This includes computers and phones. Recycling of old office equipment.
For inventory purposes, and to protect the College’s investment in equipment, faculty/staff required to contact IT Help Desk for assistance.
Problem Type: Used for: Comments Network Connectivity Connectivity to network.
Issues with bandwidth. Issues with Massachusetts Broadband (MBI).
Modification to wiring. New wiring. Wall port activation. Wireless access point connection. Password WebAdvisor password
reset problems.
Printers Printing and copier issue. Please indicate if this is used for Administration or Students.
Departments are authorized to call the
copier service for toner and other maintenance related issues; service phone number is located on front of copier.
Report Creation Requests for new reports or modifications to existing reports using Business Objects, MS Excel, MS Access or other reporting tools.
Business Objects password resets.
Scanner Image Now questions or Document Imaging.
Support Desk IT Infrastructure will handle all technology requests for offices and the Presidents conference room. This includes quotes for new equipment or software. Problems with existing laptops and desktop
computers used in offices. Issuing temporary loaner equipment. President’s office conference room set-ups. Maintenance to repair a virus.
Non-college owned equipment is not supported. The IT department has limited equipment available for short-term loan, on a first come, first served basis. Each division is
responsible for paying for purchases; All IT
equipment purchases must be approved by IT in
advance.
Use this if computer indicates that there is a
Problem Type: Used for: Comments Tech Services Academic Computing will
handle all technology questions for classrooms and labs. This includes requests and quotes for new equipment and software. Classroom/Lab connections. Student printing.
Telephone Services Requests for Voice Mail pin resets, new equipment, change in personnel data, or relocation of phones. Use to report phone problems or
enhancements. To change the telephone menu greetings for the school. Maintain the Emergency Alert data using Rave. Monitor phone bills.
Voice mail password resets. Rave password resets.
Training Trainings in Datatel, Business Objects, and School Dude. Requests for any IT-related trainings. Web Site Use to update any Web
site pages controlled by the IT Department. Portal Questions.
Note: individual departments are
responsible for their own web pages.
Step 4: Describe the problem (free form). Please be as detailed as possible. Step 5: If you have trouble with a computer you could enter the service tag number here. It is the large white bar code on the back of the unit.
Step 6: Please enter times when you have availability. If this is a problem in a lab or classroom we need to know when the room is available for service.
Step 7: Select “Purpose” from the drop down list. This will help track tickets for specific areas.
Step 8: Enter Completion date (not required).
Step 10: Only @stcc.edu accounts will have password access at this time.
Step 11: Please note that the request for service has not been entered until AFTER the submit button has been pressed.
Frequently Asked Questions (FAQs), on entering requests into the Help Desk System
FAQ Select Problem Type
I do not remember my password to WebAdvisor.
Accounts/New I need access to a particular software
package.
I want to learn how to use Datatel/ gmail/ Microsoft Office/ other software.
Training A virus warning popped up on my
computer screen.
Support Desk There is no dial tone on my phone Telephone Services I am not getting my faxes Printers
I need access to Datatel/ a mnemonic in Datatel
Accounts/New I have a problem with Image Now Scanner
I want labels printed Communications Can you print out postcards for me? Communications I need letters merged, printed on form
paper
Communications I cannot get sound when I put in a
DVD
AV Equipment I have questions on 1098T or 1099 tax
forms
Core Administrative Systems
How do I get phone menu changes made/ change the phone greeting?
Telephone Service I need a new field in Business Objects Report Creation I want a Business Objects account Report Creation I want to send an email/ test message Communications The phones in Building x are down Telephone Service Phone Directory information is
inaccurate
Telephone service I need Internet access Network Connectivity I need my MS Office suite updated Support Desk
I want new software installed in a lab Tech Support Our office is moving Equipment moving The laser disk player won’t work AV Equipment I have a new person working in the
office… I need… Accounts/New
Copier is streaking Call copier service company (number can be found on front of copier unit) My computer is running slow Support Desk
I got the blue screen of death on my office computer.
Support Desk I got the blue screen of death on the
classroom computer.
