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admin:helpdesk [2015/02/20 08:13]
laakkone [How to contact Ilmari Laakkonen]
admin:helpdesk [2018/04/27 09:06]
laakkone [how to make good helpdesk service request]
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   * All problems related to department provided web applications ex. own web, fileshare, subversion, wiki services   * All problems related to department provided web applications ex. own web, fileshare, subversion, wiki services
   * Departmental,​ laboratory or project purchases   * Departmental,​ laboratory or project purchases
-  * Sorting out other department level problems somehow related to computer systems, purchases, workplaces or work environment risk analysis. 
  
 ==== How to contact Ilmari Laakkonen ==== ==== How to contact Ilmari Laakkonen ====
  
-  * **email:​** ​tite.sysadm@lut.fi address is default way to contact ilmari, all emails sended here are going directly to university helpdesk support system and never get lost.+  * **email:​** ​ilmari.laakkonen@lut.fi address is default way to contact ilmari
   * **mobile phone:** +358 40 822 4562 , if you need help fast, use phone.   * **mobile phone:** +358 40 822 4562 , if you need help fast, use phone.
-  * **room:** Room number 4525. (hey, no need to knock. Just open door, if it's not locked you are welcome) 
  
-===== How to make good service request =====+===== How to make good helpdesk ​service request ===== 
 + 
 +Don't assume that your new support requests goes to same person than previously, usually helpdesks have more than one support persons receiving your support requests. If your new request is related to previous helpdesk requests please reply to old emails related to previous request (and don't remove ticket number in subject). Then that old support ticket is automaticly opened to same support person who handled it.
  
 Describe your problem well, put following information to your requests (bonus info only if it's needed to solve problem): Describe your problem well, put following information to your requests (bonus info only if it's needed to solve problem):
  
   * Your full name   * Your full name
-  * Clear description of your problem.+  * Clear description of your problem ​including error messages if you get one.
   * Location of problem (room number, computer name, printer name, server and resource name and/or web address)   * Location of problem (room number, computer name, printer name, server and resource name and/or web address)
   * Time when problem appears first time, is it repeatable? How?   * Time when problem appears first time, is it repeatable? How?
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   * Account name if you have problem with logins, email account or home directories.   * Account name if you have problem with logins, email account or home directories.
   * Have you rebooted your system and problem is still there?   * Have you rebooted your system and problem is still there?
-  * When you are available ​to help with support personel ​if needed?+  * When you (or your computer) ​are available ​for checking and repairing ​if needed? 
  
 ===== Be polite ===== ===== Be polite =====
  
 Nice people get better service than badly behaving jerks, this works almost anywhere and anytime, not only with helpdesks. Nice people get better service than badly behaving jerks, this works almost anywhere and anytime, not only with helpdesks.