Middlebury

Difference between revisions of "HEAT"

(Moved HEAT page to internal wiki)
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I have moved this page to the Helpdesk Internal wiki because a) it is not relevant information to the general public, and b) we may want to put information on this page which we would prefer most people not see. Please see the {{hi|HEAT|the HEAT page on HI}}. If you feel this move was inappropriate, please discuss and we will work something out. --Topher
 
 
==Information to include in ticket==
 
* '''Identifying information'''.
 
** For client, do we have a phone number? Ask if they will be checking their e-mail. Make sure we have a failsafe way (or two) of communicating with them.
 
** For computer - MIDD number, service tag if present. (On a Mac: go to System Preferences -> About This Mac.)
 
* '''Status updates'''. ''Where'' is the computer? Did we check it in? Does the customer have it? If it's a lab computer, where is it located? Again - identifying information.
 
 
 
==Keep in mind==
 
* Can the customer reach their e-mail? If there's any chance that they can't, follow-ups or responses by journal e-mails probably isn't the best way to contact them.
 
* When closing a ticket, please ''describe the solution'' in the "Solution" field. "Problem fixed" is usually not descriptive enough to give readers an idea of how the issue was resolved.
 
 
 
==News==
 
* Are we really planning on updating HEAT to the next version? --[[User:Chunt|Hunt, Christopher]] 18:29, 10 July 2008 (EDT)
 

Revision as of 19:33, 16 August 2008

I have moved this page to the Helpdesk Internal wiki because a) it is not relevant information to the general public, and b) we may want to put information on this page which we would prefer most people not see. Please see the the HEAT page on HI . If you feel this move was inappropriate, please discuss and we will work something out. --Topher

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