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Royal ISD Field Guide  



HELP DESK QUICK REFERENCE 

Level Platform Guidelines
3 Eduphoria
CLICK HERE 
Most technology issues that occur that do not require immediate action. This could include basic repairs, website approval, software downloads.
2 Help Desk Email
it@royal-isd.net
Technology issues that need to be handled within and 24-72 hour window. Issues that if not resolved will impact safety and student learning. These issues could include...
1 Help Desk Phone
281-934-6900
Technology issues that require immediate attention. Issues that immediately and directly affect safety and student learning. These issues could include… 


QUICK REFERENCE

SUBMITTING AN EDUPHORIA TICKET


TROUBLESHOOTING GUIDE

ACCESS & SECURITY

KEYCARD

CHALLENGE: DO NOT HAVE
SOLUTION PATHWAY: EMAIL

From a colleagues device or your personal device email the Help Desk include the following information. Your first & last name, campus, your extension, and room number. 

CHALLENGE: LOST CARD
SOLUTION PATHWAY: EMAIL

Email the Help Desk 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 Help Desk 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

WINDOWS

CHALLENGE: NO ACCOUNT (NEW TEACHERS)
SOLUTION PATHWAY: PHONE HELPDESK
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. 

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. 

CHALLENGE: CHANGE PASSWORD
SOLUTION PATHWAY: PHONE HELPDESK
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

CHALLENGE: NO SIGNAL
SOLUTION PATHWAY: USER 

Check connectivity settings to determine if you are connected to the correct WiFi signal FALCONS.

CHALLENGE: HAVE & NEED REPAIR (SCREEN, POWER, KEYBOARD)

SOLUTION PATHWAY: PHONE HELPDESK

Log into Eduphoria > Helpdesk > Technology > Hardware and submit a ticket. Please be sure to include your Campus, Phone Extension, Conference Period, and a brief description of the issue.  

HARDWARE: CPU, LAPTOPS/TABLETS & PRINTERS 

LAPTOPS

Challenge: Do Not Have
Solution Pathway: Email
Help Desk and provide the following

Challenge: Have & Need Repair (Screen, Power, Keyboard)

Solution Pathway: Euphoria
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. 

DESKTOP

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 Eduphoria > 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.