Level 3 Concerns represent most technology issues that occur that do not require immediate action. This include basic repairs, website approval, software downloads, that do not immediately impact the safety or quality of student learning.
Level 2 Concerns represent technology issues that need to be handled within and 24-72 hour window. These issues if not resolved will impact the safety and quality student learning.
Help Desk Phone
Level 1 Concerns represent technology issues that require immediate attention. These issues if not addressed immediately or within an 8-10 hour window will directly impact the safety and quality of student learning.
SUBMITTING AN EDUPHORIA TICKET
HOW TO ADD A NOTE TO A HELPDESK TICKET
CHANGING YOUR PASSWORD TO ACCESS DISTRICT ISSUED DEVICES (ONSITE)
HOW TO LINK YOUR ISOPROX CARD TO THE DRIVE PRINTERS
ACCESS & SECURITY
CHALLENGE: DO NOT HAVE SOLUTION PATHWAY: EMAIL
From a device or your personal device email the Helpdesk include the following information. Your first & last name, campus, your extension, and room number.
CHALLENGE: LOST CARD SOLUTION PATHWAY: EMAIL
Email the Helpdesk as well as a member of campus security (Chief Vaughn) informing them the details about losing your card.
CHALLENGE: CARD NOT ACTIVE SOLUTION PATHWAY: EMAIL
Email the Helpdesk as well as a member of campus security (Chief Vaughn) informing them that your card is not working. Please include your first and last name, campus, as well as any details such as your card works on one door and not another.
ACCOUNTS, USERNAMES & PASSWORDS
CHALLENGE: NO ACCOUNT (NEW TEACHERS) SOLUTION PATHWAY: PHONE HELPDESK
Phone the Helpdesk and inform the representative that you are a new teacher in need of an account to access technology in the district. Please make sure you know your role and responsibilities.
CHALLENGE: CHANGE PASSWORD SOLUTION PATHWAY: USER (MUST BE ON COMPUTER IN DISTRICT)
From a computer in the district press CTRL + ALT + DELETE select "Change Password" from the menu. Enter your old password, then enter your desired password and confirm.
Phone Helpdesk and inform the representative that you are a new teacher in need of an account to access technology in the district. Please make sure you know your role and responsibilities.
CONNECTIVITY & CONTENT FILTERING
WIFI (In District)
CHALLENGE: NO SIGNAL SOLUTION PATHWAY: USER
Check connectivity settings to determine if you are connected to the correct WiFi signal RISD. If your laptop is connected to any network other than RISD, please click the RISD network in the list and click connect.
CHALLENGE: UNWANTED OR INAPPROPRIATE BROWSER NOTIFICATIONS IN CHROME SOLUTION PATHWAY: USER
To disable browser notifications in Chrome: Click the there dots in the very top right of the Chrome window. A menu should drop down, then click settings. Scroll down until you see the section called "Privacy and Security". Click Site Settings. Scroll down until you see the Permissions section and click Notifications. At the top, you'll see "Sites can ask to send notifications". Click the slider to turn it off.
HARDWARE: CPU, LAPTOPS/TABLETS & PRINTERS
CHALLENGE: DO NOT HAVE ONE SOLUTION PATHWAY: EMAIL
Email the Help Desk and inform them of your need for a district issued laptop. Please be sure to include your name, campus, room ext.,
CHALLENGE: HAVE & NEED REPAIR (SCREEN, POWER, KEYBOARD)SOLUTION PATHWAY: EMAIL
Log in to Euphoria > Helpdesk > Technology > Hardware and submit a ticket. Please be sure to include your campus, room, phone extension, conference period, and a brief description of the issue.
CHALLENGE: DO NOT HAVE SOLUTION PATHWAY: NONE
The District is moving away from Desktops, only select personnel will be provided a Desktop computer. Check with campus administration to see if you are on the list of approved personnel.
CHALLENGE: HAVE & NEED REPAIR (SCREEN, POWER, KEYBOARD) SOLUTION PATHWAY: EUPHORIA
Log in to Euphoria > Helpdesk > Desktop Technology > Hardware and submit a ticket. Please be sure to include your campus room, extension, conference period time, and a brief description of the issue.