NSBORO SCHOOLS

IT/ITS HELP DESK PORTAL

HOW-TO:

Feb. 1 2023: Due to increased malicious cyber-activity levied at NSBoro school accounts and networks, support tickets can currently only be placed while connected to NSBoro Staff networks. If you are outside of the district or building, or cannot connect to the Staff network, please contact the system administrators via email: system.admins@nsboro.k12.ma.us 

District Employees will now find Help Desk Portal bookmarks added to their “District IT” folder in their Google Chrome Bookmarks. A folder named “Tech Help Desk” contains a link to the Ticket Portal for each of NSBoro’s Public Schools and Offices.

HOW-TO: ACCESSING YOUR HELP DESK PORTAL

1. Select the facility in which you require support from the Bookmarked menu as described above.

2. You will be prompted to log into the portal with your NSBoro account credentials (note: this is the username and password you use to log into your District Windows account, not your GMail account.) Please see the example image below:

                                   Why does it sometimes tell me my “Connection is not private”?

3. To create a new Help Desk Ticket: Click the icon atop the page that reads "+ Submit a ticket”. You may also review and respond to any open tickets you have previously submitted in the center of the current page.
4. HOW-TO: COMPLETING AND SUBMITTING A HELP DESK TICKET

The ticket form is broken into four required (*) fields;

• The Summary field can be thought of as a title, or subject line. Please leave a succinct overview of the issue you are experiencing (ie, “Broken monitor in room.”)

• The Description field is the body of the support Ticket. Please be as detailed as possible, including any steps you may have already taken to troubleshoot the issue.

• Please select the appropriate (or closest approximation to) the type of issue you’re experiencing with the Category dropdown menu.

• The Room number field is for the room where the issue is occurring.

Users may also attach a file (such as a screenshot of the problem or error) to help expedite IT’s resolution to the issue at hand. This is not a required field.

After filling out the form, click the      button to complete the Help Ticket.

A confirmation message will appear, and a copy of the ticket will be emailed to the submitter as well.

HOW-TO: WHAT HAPPENS NOW?

Now that you’ve successfully submitted your ticket, you will find a listing of your current support cases on your Support Landing Page - as seen in the screenshot below:

(please note: your facility name will replace that of ARHS in the title)

From this page, you can select and view the status of your request(s) and gain clarity on which member of  IT or ITS has assigned themselves to your ticket.  You can also provide any further information in a dialogue with the member of the support staff assigned to that ticket. Upon selecting an open ticket, you will be taken to a more detailed screen as pictured below:

A very helpful feature is the ability for the requestor to close their support ticket themselves if a solution has become apparent on its own (e.g. “I found my mouse!”).

Please take some time to navigate the new Help Desk interface. Beginning in March of 2023, emails sent to the old support email addresses (the 1990’s system of Help Desk support) that each facility has been using will no longer generate support tickets, and will auto-respond to the sender a link to the District website links to support by facility.

The Information Technology and Instructional Technology Departments are very happy to be able to provide faster, more efficient, and more transparent support to all of our hard-working staff across Northborough and Southborough.