How do I submit a OAITC Help Desk ticket?
You have three different ways to submit a Help Desk ticket.
- Log into the OAITC Help Desk using your assigned network username and password (computer log in) to submit a ticket. Create the new ticket and provide a summary of the issue along with details and information.
- Send an email to the OAITC Help Desk (help@oaisd.org) with detailed information about your request and a ticket will be auto-generated.
- Call the OAITC Help Desk (616-796-1600). Our Help Desk Specialists can generate a ticket as well as provide steps toward resolution. If your call is not answered, please leave a detailed voicemail, including your name, district and building as well as a callback number.
What information do I include in a Help Desk ticket?
- Location Information – Provide us a detailed location – is the problem occurring in a specific building of the district or maybe it is only an issue in a specific classroom?
- Preferred Times – Let us know when would be the best time to work on the ticket.
- Do you prefer we visit during the teacher planning period or during the class period when students are present?
- Do you have specific days of the week and times of the day in mind? i.e. Friday, 2/12 between 10:40 AM and 11:50 AM.
- Detailed Information – Provide us with specific information about the problem – there is no such thing as too much information! When does the issue occur, who does it affect? What are the symptoms of the issue? Where is the problem happening? Lastly, screenshots or specific error messages are always helpful.
How are tickets prioritized?
Tickets are assigned a “standard” or “emergency” priority based on information provided in the ticket submission.
- Emergency Tickets impact multiple users and have widespread impact on daily or vital operations. If your ticket is an emergency, the Help Desk Specialists will contact the Lead Technician for the District immediately to notify them and take steps toward resolution. Examples are the school phones are down, or classroom Internet access is down and online testing is occurring.
- Standard Tickets impact a few users or have localized and minimal impact on the users. If your ticket is classified as a standard priority, the ticket will be addressed in a “first come, first serve” basis among other standard tickets. An example is “I’d like to order a new piece of software and have it installed.”
When will my ticket be completed?
- Emergency tickets are addressed immediately and you will be updated via email on the progress of the ticket. If a workaround is available, one will be provided while technicians pursue more permanent solutions.
- Standard tickets will be added to the queue of the District Technicians and will be completed on a “first come, first serve” basis.
How can I check the status of a ticket?
- You can check the status of your ticket by logging into https://help.oaisd.org using your assigned username and password. You can also communicate to the assigned technician through the comment system here.
- You can request an update on the ticket by responding to the email sent by the Help Desk system. Your response will be forwarded to the assigned technician for response.
What happens when the ticket is completed?
- When the ticket has been completed, you’ll receive an email with information on the resolution.
- If you feel the issue hasn’t been resolved, you can reopen the ticket for further review using one of the following methods:
- Respond to the “Ticket Completed” email to provide further information, this will be sent to the technician to review.
- Log into https://help.oaisd.org and add a new comment, including details about the issue for the technician to review.
