WHD testing issues
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HEAT ticket #WHD ticket #ticket category and subcategoryEntered as client or techIssue(s)Your nameResolution
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n/an/aclientPassword issues require a password to login to submit a password issueDanHow about a web form that sends an email to Web Helpdesk to create a ticket for this type of issue? -Ian
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n/an/aclientMIDD tag # is required and only allows numbers. We need it to also allow letters and students don't have midd #'s so we need a note telling students to enter XXX or something similar.Danchanged to text and changed label to Midd# or Service Tag for student computers
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n/an/aclientCan we add a note indicating that assets assigned to you are listed below and can be attached to this ticket by clicking the blue number?DanDone
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n/an/atechChanged status to pending when replied to client. When client emails back, stays at pending. SLA's not in effect.Dan
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techCan we work up a custom filter so I can easily send a weekly/monthly schedule of need staffing and daily send them ( or have them access a custom filter---database0 that looks similar to the filemaker HTML I send daily?
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n/an/aclientCould we add a request type for training (or whatever you'd like to call it) so folks could submit inquiries about upcoming workshops or ask about learning options, etc.?PijDone, under Request for information
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n/an/aclientNow that Location and Room fields are included in the ticket screen, there are several Telephone Service call types with customized fields that are either redundant or not needed.  Please remove Building and Room number customized fields from Call Types: Repair (redundant), Phone Service Issues/Re (redundant), Conference Call (redundant) New Employee (redundant).  For self-service call types: Voice Mail, TAC, and BlackBerry the Location/Room fields are not needed at all.  The client information phone, email, and location are already part of the ticket once it is submitted.  PEGGYdf emailed Peggy and Ginny to clarify on 4/10 Resolved by removing locaion and room from requirement.
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n/an/aclient and techFor Telephone Service, if the client enters an extension in that field, our database MUST populate the building and room to the client so the client can see the accurate information; otherwise, client mistakes in entering information that do not match our database slows down the process and adds to staff time tracking down the correct information before it can be reassigned to contractor.  When a tech enters the extension field it must populate with the building, room, cable pair, port, etc. from our database.  Otherwise, all techs will need to separately access our database and add the pertinent information for the phone contractor to the descriptive field adding to staff time and adding to chance for typos.  PEGGYdf emailed Peggy and Ginny to clarify on 4/10
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n/a144client"Instructions" on the quota increase submission screen mirror related FAQs. Do we want that information in both places?Dan
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n/a145email / entourageclientDial tone yes/no is a required fielddanDf edited ticket type - FIXED
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n/a150equipment repairclientCan we have text explaining how to find your Midd # ?dandone
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n/a150equipment repairclientIf I am first reporting my computer as being broken, the rest of the fields (power adapter checked in, bag checked in, external hard drive checked in, user has backed up data, and user has given permission) seem confusing and scray to me. Can they be tech - only requirements?dan
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n/a154library . illiadclientWhy is a website url required for ILlliad?danThis was a request from Joe A.
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155library /h3lpclientWhat is H3lp?danThis was a request from Joe A.
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156library / midcatclientwhy is a url required for MIDCAT?danThis was a request from Joe A.
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158library / nexpressclientwhy is url required for NExpress?danThis was a request from Joe A.
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161media / classroom supportclientInstructions could be FAQs.dan
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161media / classroom supportclientInstructiosn indicate "Please obtain the building, exact room number and contact information for the customer." Can those instead be required fields?dandone
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162media / copy requestclientShould the link to instructions be in an FAQ?dan
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163media / event supportclientno custom fields? When, where, etc?dan
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164media / equipment requestclientinstructions to contact circ - FAQ instead? Should also include email link as well as link to midcat.dan
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165media / editingclientinstructions should be FAQ?dan
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167media / screeningclientno dates, times, etc?dan
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n/an/anetwork accountsclient"asterisks indicate required fields" as an instruction - does not appear in other categories.dan
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n/a169network accountsclientWhat is "accoutn owner"? Help bubble?dan
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171network folder accessclientUsername is required. Don't we get that by default when they submit a ticket? Do we need to ask them for it?danYes, frequently the request comes from an assistant, not the person for whom access needs to be granted
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171network folder accessclienthelp bubbles for usernames of accouns impacted and full path to the shared resource?dan
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177printer moveclientinstructions links to a form but not an actual linkdan
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177printer moveclienthow would I know the printer queue name?danwe will add an FAQ for this. PF
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178printer / networked issueclientAsk for printer name but not symquest #?dannot my call, but I think tag should be in ticket PF
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179printer papercutclientAsk for printer name but not symquest #?dansame above PF
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181printer repairclientAsk for printer name but not symquest #?dansame above {F
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183phone / blackberryclientWhy do we have a separate category for blackberry with no custom fields?danMary removed at our request PF
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183phone/blackberryclientNo way to attach an asset in Phone categorydann/a
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184phone / conference callclientPurpose of instructions? And link isn't live in instructionsdan
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185phone / new employeeclientMy ID number, or the new employee?dan
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186phone repairclientDo we really need their name?danyes
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n/an/aphoneclientIt looks like phone service repair and phone service issue/Re are the same thing?danI would have liked "other phone service issue" to differentiate from a repairs. Anyway, GB is going to re-work the categories and sub-categories now that we have seen how WHD works. PF
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187phone/speakerphoneclientwhy is speakerphone a separate category? there are no custom fields to differentiate it from anything else?dan
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188phone TACclientdo we need name and ID??danyes PF
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189telephone trainingclientWhy is telephone training a separate category? What would someone enter in this ticket?dan
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191web / course catalogclientUsernames of accounts affected is a required field. How does this apply to course catalog?dan
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192web / course hubclientUsernames of accounts affected is a required field. How does this apply to course hub?dan
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193web druapl how toclientShould URL be required for a Druapl how to question? What if I just want to know how to create a subpage?danYes, please keep this as a required field. Many Drupal "How To" questions have different answers depending on what part of the site you're in. -Ian
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194web druapl issueclientUsernames of accounts affected is a required field: How is this a Drupal issue?danThis does not need to be a required field for Drupal -Ian
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196web / guest accountclientNot sure usernames of accounts affected and url need to be required. Not sure what we would use this category for.dan
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197web / media wikiclientCould we just call it wiki? I wouldn't know what media wiki was.dan
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197web/ media wikiclientUsernames...Not a wiki issue?dan
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198web / midd mediaclientUser or group account - what is this?dan
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199web / box officeclientUsernames and URl - required??dan
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200web / directoryclientUser or group account - does this field apply to the directory?dan
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202web/wordressclientUsername... a blog issue?danThis does not need to be a required field for WordPress -Ian
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n/an/atelephone clientIf a subcategory in which "dial tone" is present is selected first, then "dial tone" remains a required field even if you switch main categories.dan
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n/an/an/atechMany drop-down lists are not alphabetized so it takes longer than it should to find what you needPijI don't think there is any way around this - they are in the order they have been entered as custom fields. DF
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n/an/aAny ticket not assigned to techtechIf you update a ticket (not close) and a tech is not assigned, the " "Cannot Close Ticket without tech assigned" action rule is run. Why?Dan
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n/a247Software and web tools / Moodle how toclientCannot re-assign to myself - only options are Call center level 1Not a real-world problem
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n/an/an/atechable to edit a closed ticket. If someone calls back and a tech adds a ntoe to a ticket, there is nothing that forces them to change the status from Closed. Dan
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n/an/an/atechChange solution to automatically visible, automatically Resolved?Dan
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n/an/an/atechwhat is tech group escalating?Dan
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EquipmentDistRequires Select Per Needed & New Midd # at creation Jamie
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EquipmentWhen viewing as a client not able to see upgrade years or date, sample asset 7437, way to view asset isn't intuitaveJamie
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nnnnWill outgoing emails be stored in sent folder in Outlook?Dan
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EquipmentExternal hard drive checked in - Could this be a free text field labeled "Other peripherals checked in?" insteadNatedone
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EquipmentPrinting a workorder - Client ID # shows up as a printed field. Do we want this? Privacy issue?Nate
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Equipmentclientadd an "Upgrade status" sub category with instructions to hover over blue "i" below. If upgrade info is not included, please submit a ticket.DanDONE
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Webclientdifficult for people to understand that they need to select "Software and Web Tools" to report an issue with Drupal, but need to select "Web Services" to report an issue with MediaWiki.Ian
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equipmentclient"How to" should be listed under "request for information"ScottWhy?
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equipmentclient"Peripherals and accessories" doesn't exist as a sub-categoryLisaYes, it does, though it was not visible to clients. It is now.
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techwhen escalating and assigning by load balancing, student techs get assigned tickets. Do we want this?Dan
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Software and Web ToolstechCould you please add a subcategory for KeySurvey?Pij
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TechIn Group Tickets & My Tickets view, can the columns width be made adjustable so that the entire Ticket Table will fit on 'one' monitor screen instead of having to scroll left to right to see all the info? Gary
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techNo request type for Software - Do we have x software?Dan
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techAdd MAC mail to email sub request typeDanThis Call Type was used only 1 or 2 times in the past year in Heat, so I did not recreate.
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techneed sub-request type for server access under network account and storageDan
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techneed "data recovery" categoryDan
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nanananaMessages posted during test phase still present - may want to remove before we unveil the self-service interfaceNateDONE
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n/an/an/an/aThe "Send" button next to the note doesn't appear to do anything; only the "Save & Send" button down below.ZachResolved - df
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460335virustechI reassigned this ticket to gharris@miis.edu and the email bounced back because it was sent to gharris@miss.edu.Marty
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