Icarus Support - beaconict.com
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1. Icarus Support User Manual Reference guide for logging a ticket Icarus is just a tool its success lies in the information that users supply This reference is a general guide to logging a ticket however some basic troubleshooting is included Projector problem Essential information Useful information Make Which lights are flashing Model Connected to laptop or special projector Serial number computer on wall If visit required when is best Perhaps relevant Not necessary Do you use a remote When was the bulb last changed Which power switch do you use back panel switch or button on main panel Objective assessment of impact on teaching Printer problem A NB toner is a consumable Please speak to head of your department to order new toner Perhaps relevant Essential information Useful information Make eg HP or Brother Which lights are flashing and how often is each flashing Do they flash together Model eg LaserJet 4250 Location of printer Error message on display Exact error message on your computer when Who uses the printer attempting to print If visit required when is From which computer are pest you trying to print DCGS IT Department 2005 Not necessary How old is the printer Serial number Is it a network enabled printer or is it directly connected to a computer If network printer look for a network cable coming in to the back is a gr2. DCGS ICT Dept Icarus Support User Manual Table of Contents Table of c a 91 9 ee ene ns ne ee eer eer 2 MU O CON wacicecccevoccseat scans E yoreonannuascatnecssecneeseseseuseuccceves 3 About Icarus the ticket concept cece ccc cc nec cccecccceccccceccccceccccees 3 Carus 1S TOP sarieun tere a ceteuecseewwensiesesoawea eceteeesreeweeceecceuseatesseerscoteseusns 5 arus 1S MOG TON soser E E osas esecenceaneeesenaes 5 HOW 0 100 a VIGK CG pa E E E seis uasasesneen 6 PX AIMDICS arenaer E cnseniessseetacestostceesssccecauasntqerceseqiaucaerteesss 8 Reference guide for logging a ticket cccccccccncccccccscccccesccccccsscecs 9 PrOVCCEOl DIODICM sorrie ioira Ea woe en cee inten sen eaece cues eneseepneeuncesesesee patenecees 9 Printer DlODlEUD scsucecscevecawecancstndeavescessatesetantanesdicdenemceoneaycgnaeenteseeneovenaavanons 9 ETI Dr ODLCI eap EENE sat ece ve autecon ous ot ese couneet seus bee enceteacoucet ees 10 Software Windows problem ccccceccccecccenccceeccceesceeeseeeeeceeceeeeseeeeeeeeeecs 10 LOGIN 7 account DI ODI CU ixgecusan nEn ENE E EET NR 10 DCGS IT Department 2005 Page 2 Icarus Support User Manual Introduction In a school environment that increasingly relies on computers for its day to day running it is essential that staff and students receive a consistent level of Support Gone are the days of stopping a support technician in the corridor Icarus was developed to increas
3. and from staff students IT Support The following shows the ticketing process and how it works continued DCGS IT Department 2005 Page 3 Icarus Support User Manual A user staff or student logs a problem by typing it into a web page and Open ticket me pd is A sending it This is the process of raising or opening a ticket Closed ol IT Support are notified immediately and a support technician with skills relevant to the job is deployed for work on the ticket he assigns it to himself The support technician may do some initial research or make phone calls to manufacturers and may log phone numbers names or technical details into the ticket He may also pass the ticket to another member of support for work that falls out of his remit before the ticket is passed back for completion all detail that is relevant to the user is made publicly viewable and the user is notified by email of updates as and when they happen Pending M When the problem is solved the support technician closes the ticket and a Open P notification email is sent to the user Sometimes the technician may choose to contact the user directly to assure him or her of the solution If not a closed ticket remains viewable by the user and this is an efficient way of being informed as to the solution If a problem pertains to a cause that is already being dealt with in another ticket your ticket may be
4. closed with a quick explanation of this and perhaps linked to the relevant ticket As well as the open and closed statuses support are able to set tickets to in progress pending or suspended This allows us to monitor the time we spend resolving problems DCGS IT Department 2005 Page 4 Icarus Support User Manual Icarus is for 1 Specific computer problems If your computer won t turn on boot up log on connect to the network or access web pages then Icarus may still be the quickest way of getting help try to use another computer or ask a colleague to log a ticket Failing that please use telephone support 2 Specific software problems Use Icarus if you have problems accessing your documents viewing web pages using a specific software package NB pre approved or standard DCGS software only or other computer use problems 3 General computer or software problems Icarus is appropriate for non urgent or general problems Perhaps you have never been able to use a certain piece of software that should be installed or perhaps you need help using Powerpoint in a lesson Whilst Icarus is not designed for arranging training sessions quick help solutions can always be provided Icarus is not for Booking resources Requesting training Reporting junk email SPAM or unknown email Contacting members of support staff directly Sending us non IT related messages Oo uo BK WwW N Rapid res
5. edge under window lawrence Peonomics iii Select Network infrastructure if you believe the problem is caused by networking and it affects an area of computers iv Select General for other support types When specia i accesstoa room is needed a o problem problem unless we know what it is Now type a very short subject and a detailed message We can t solve the This may sound obvious but please remember to include exact error messages as they appear on the screen Please include steps you or a colleague have taken to try to resolve the continued DCGS IT Department 2005 Page 7 Icarus Support User Manual When done click the Open ticket button and wait for IT to contact you You may check back at any time to see your open tickets and their progress Examples x Not helpful Subject Printer broken Please include the exact text of any relevant error messages e Include the steps you have taken to resolve the problem My printer is broken please fix This is very urgent as need to print Open ticket y Very useful Subject IT4 Colour Laser e Please include the exact text of any relevant error messages e Include the steps you have taken to resolve the problem Display shows Cyan Toner Low and the yellow light is flashing once every two seconds Prints look faded The model is HP LaserJet 40001 Gpen ticket DCGS IT Department 2005 Page 8
6. e staff and students access to IT Support Services and to allow us to target problems in a continuous effective and methodical way Icarus lets us follow up and prioritise problems it lets us inform and communicate with our users It allows users to track the progress of their support query and most of all it means that the support department can be contacted with the problem at any time of the day Icarus is often the quickest way of getting a response to a problem especially when technicians are not at their desks or contactable by phone We recognise that Icarus is sometimes not appropriate as a means of obtaining support for example classroom lessons where the bell is about to go and a student s work won t print or save At DCGS the Icarus support request system is coupled with other means of access such as phone hotlines in every IT room Icarus however remains the primary and most reliable way of logging a support request This is a guide to using Icarus and getting the most out of DCGS IT Support Services About Icarus the ticket concept Icarus is a web application at DCGS this means it is accessible from anywhere on or offsite at any time of the day or night as long as your computer is connected to the internet and you have a DCGS username and password Icarus uses the ticket concept each ticket has a number and refers to a single problem often with multiple causes A ticket is a collection of messages to
7. een light on where the cable enters the printer Page 9 Icarus Support User Manual Email problem Essential information Useful information Perhaps relevant Not necessary Are you using Exchange or Do you ever see pop up Lost emails have you Please do not report Webmail How do you blocked at the top of an tried clicking the next general SPAM email normally get to your email window page button on the top email right of Exchange window Does the problem only apply when you send to receive from certain email addresses DCGS operates an effective SPAM block filter please do not report email that slips through this filter If you feel that legitimate mail is being blocked then please raise an Icarus ticket If you have received any unpleasant email or email that you feel is inappropriate for a school environment please report this to SMT or the IT Manager Software Windows problem Essential information Useful information Perhaps relevant Not necessary Application name eg Have you tested this on Word Excel another computer Powerpoint Maya Have you tested this with Exact error message another user on the same word for word unless computer very long Which computer are you on Please give its name or position in room Login account problem Essential information Useful information Perhaps relevant Not necessary Is it your own login If Does this problem occur not please supply
8. exact when others log on to this username computer Are you on a laptop or If laptop is a network desktop computer cable connected or is it ney ae running wirelessly If laptop is it wireless Supply exact error keywords DCGS IT Department 2005 Page 10
9. m then select the computer often within minutes OUser specific to my user account Computer involves a specific comp Network infrastructure Internet cc General any other support type Please select the appropriate computer Caretakers House Design amp Art Block Hall Block New Court Fld Headmasters House Qld Music Block Q Block Science Block sports Hall Building Tower Block ext of any re e taken to re Wrest Court i Deputy Heads Office OUser specific ta my user account Computer involves a specific computer Network infrastructure Internet conne O General any other support type Please select the appropriate computer Admin Building a ale a Admin Cormimor Business Managers Office Cleaners Cupboard Deputy Heads Kitchen General any other support type Please select the appropriate computer Admin Building w IT1 0 Outer edge front of roam Select a machine Fatal Name IT1 015 Model Dell Sx270 Location Outer ed Serial GrsosiJ IT1 006 Centre Desk IT1 007 Centre desk IT1 008 Centre desk IT1 009 Centre Desk IT1 0 10 Centre Desk IT1 011 Centre Desk IT1 012 Centre Desk IT1 013 Centre Desk IT1 014 Centre Desk Deputy Heads Office Exams Office Female Toilets IT Office tof any releva aken to resolvi lewant error messag solve the problem IT1 016 Outer edge front of room IT1 017 Outer
10. ponse problems eg need someone here NOW DCGS IT Department 2005 Page 5 Icarus Support User Manual How to log a ticket Click the Icarus link at the top of on the DCGS intranet homepage from on or offsite Home CEnNEUES Icarus The next page allows you to view your previous tickets and log new ones D My tickets Ticket Subject Status Last reply 944 IT2 008 Dell Optiplex amp x260 Open Yesterday 12 56 by James Schlackman 339 Manual office installs In progress 16 11 2005 14 45 41 by Mat Smith Open anew support ticket OUser specific ta my user account Computer involves a specific computer O Network infrastructure Internet connection wireless access etc General any other support type Name Subject Please include the exact text of any relevant error messages e Include the steps you have taken to resolve the problem Open ticket In order for your request to be dealt with in a timely manner you must include certain essential information Select the problem type i Select User if your problem occurs on all computers you log on to continued DCGS IT Department 2005 Page 6 Icarus Support User Manual ii Select Computer if it pertains to a specific computer and the problem occurs when others log on to this computer You are guided through the process of finding the specific computer in our database first select the building then select the roo
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