[32102] in resnet
Re: Do you leave an "IT was here" sticker/note behind when you make a visit?
daemon@ATHENA.MIT.EDU (Richard Musal (ITS))
Tue May 23 14:01:22 2017
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Date: Tue, 23 May 2017 17:57:18 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Richard Musal (ITS)" <richard.musal@MANHATTAN.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAGrgJksBsPpvfOY9dWEhhRB3mpJmexxVyyje74g7oqi6pJGcdw@mail.gmail.com>
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We do a few things.
If the issue is such that no work around can be put in place, we would call
all faculty using the room. We would get that list from the Registrar.
This scenario is rare though.
We put a workaround in place. We leave a note in the room, typically on
the podium indicating the issue and the work around and an ETA if available.
We recently published this dashboard as well:
https://manhattan.teamdynamix.com/TDClient/Portal/Desktop/Desktop?Q=-8hetlo5II-h8ss6OqoF0axadBKF14lDy0Ak0irG90T2KnIIwem8Dg__
Forgive the entries that are not currently filled in. New tickets and we
are onboarding a new team, typically it would not be blank long.
I would be happy to clarify further.
Rich
On Tue, May 23, 2017 at 11:41 AM Wendy Worlund <wendy.worlund@uah.edu>
wrote:
> Hello,
> We're struggling with an issue that's primarily related to the Classroom
> AV world in which faculty aren't made aware that IT came by and fixed an
> issue or have a part on order. While my boss is trying to find a solution
> for that, he's also thinking maybe desktop support techs need to take
> something with them in the field to leave behind. What do you do?
>
> Examples:
> 1. One admin assistant in History lets us know that a projector in Main
> Building Room 400 is malfunctioning. While it's down, several faculty
> members use the room and sometimes have to move to another room
> temporarily. We followed up with the admin assistant who let us know of the
> error, but how can we let the other faculty know that they can use the room
> again? Do we leave a sticker or note behind? Do we have a list on the back
> of the main door like they have in restaurant restrooms where we note when
> the equipment was last checked or repaired?
>
> 2. A desktop support tech picks up a PC to bring back to the shop. Should
> we leave a receipt of any sort with the customer to let him or her know who
> picked it up or something?
>
> What do you guys do at your school?
>
> Thanks,
>
> Wendy Worlund
> Manager of Client Services
> UAH - Office of Information Technology
> VBH C14
> (256) 824-2616
> wendy.worlund@uah.edu
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
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--
-----------------------
*Richard A. Musal, M.A., M.S., P.D.*
*Associate Director of Client Services & Operations, ITS*
Riverdale, NY 10471
Phone: 718-862-7933
richard.musal@manhattan.edu <richard.musal@manhattan.edu?src=inbox>
www.manhattan.edu
<https://twitter.com/MC_ITS>
<http://itsblog.manhattan.edu/>
<http://manhattan.edu/its>
*-Have a question? * Check our Knowledge Base
<https://manhattan.teamdynamix.com/TDClient/KB/Default>
Check on your tickets here
<https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>.
Have you transitioned to Drive yet? Learn more here
<http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
ask ITS.
Click here
<https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for
instructions on how to transition.
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<div dir=3D"ltr">We do a few things.<div><br></div><div>If the issue is suc=
h that no work around can be put in place, we would call all faculty using =
the room.=C2=A0 We would get that list from the Registrar.=C2=A0 This scena=
rio is rare though.</div><div><br></div><div>We put a workaround in place.=
=C2=A0 We leave a note in the room, typically on the podium indicating the =
issue and the work around and an ETA if available.</div><div><br></div><div=
>We recently published this dashboard as well:</div><div><a href=3D"https:/=
/manhattan.teamdynamix.com/TDClient/Portal/Desktop/Desktop?Q=3D-8hetlo5II-h=
8ss6OqoF0axadBKF14lDy0Ak0irG90T2KnIIwem8Dg__">https://manhattan.teamdynamix=
.com/TDClient/Portal/Desktop/Desktop?Q=3D-8hetlo5II-h8ss6OqoF0axadBKF14lDy0=
Ak0irG90T2KnIIwem8Dg__</a></div><div><br></div><div>Forgive the entries tha=
t are not currently filled in.=C2=A0 New tickets and we are onboarding a ne=
w team, typically it would not be blank long.</div><div>I would be happy to=
clarify further.</div><div>Rich<br><br><div class=3D"gmail_quote"><div dir=
=3D"ltr">On Tue, May 23, 2017 at 11:41 AM Wendy Worlund <<a href=3D"mail=
to:wendy.worlund@uah.edu">wendy.worlund@uah.edu</a>> wrote:<br></div><bl=
ockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #=
ccc solid;padding-left:1ex"><div dir=3D"ltr">Hello,<div>We're strugglin=
g with an issue that's primarily related to the Classroom AV world in w=
hich faculty aren't made aware that IT came by and fixed an issue or ha=
ve a part on order. While my boss is trying to find a solution for that, he=
's also thinking maybe desktop support techs need to take something wit=
h them in the field to leave behind. What do you do?</div><div><br></div><d=
iv>Examples:</div><div>1. One admin assistant in History lets us know that =
a projector in Main Building Room 400 is malfunctioning. While it's dow=
n, several faculty members use the room and sometimes have to move to anoth=
er room temporarily. We followed up with the admin assistant who let us kno=
w of the error, but how can we let the other faculty know that they can use=
the room again? Do we leave a sticker or note behind? Do we have a list on=
the back of the main door like they have in restaurant restrooms where we =
note when the equipment was last checked or repaired?</div><div><br></div><=
div>2. A desktop support tech picks up a PC to bring back to the shop. Shou=
ld we leave a receipt of any sort with the customer to let him or her know =
who picked it up or something?</div><div><br></div><div>What do you guys do=
at your school?</div><div><br></div><div>Thanks,</div><div><br></div><div>=
<div><div class=3D"m_5392480350105309870gmail_signature" data-smartmail=3D"=
gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr">Wendy Worlund<br>Ma=
nager of Client Services<br>UAH - Office of Information Technology<br>VBH C=
14<br><a href=3D"tel:(256)%20824-2616" value=3D"+12568242616" target=3D"_bl=
ank">(256) 824-2616</a><br><a href=3D"mailto:wendy.worlund@uah.edu" target=
=3D"_blank">wendy.worlund@uah.edu</a></div></div></div></div></div>
</div></div>
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</p></blockquote></div></div></div><div dir=3D"ltr">-- <br></div><div data-=
smartmail=3D"gmail_signature"><div dir=3D"ltr"><p dir=3D"ltr">-------------=
----------</p>
<p dir=3D"ltr"><b><font color=3D"#006600">Richard A. Musal, M.A., M.S., P.D=
.</font></b></p>
<p dir=3D"ltr"><i><font color=3D"#006600">Associate Director of Client Serv=
ices & Operations, ITS</font></i></p>
<p dir=3D"ltr"><img src=3D"http://home.manhattan.edu/collegerelations/email=
_logo.jpg"></p>
<p dir=3D"ltr">Riverdale, NY 10471</p>
<p dir=3D"ltr">Phone: 718-862-7933</p>
<p dir=3D"ltr"><a href=3D"mailto:richard.musal@manhattan.edu?src=3Dinbox">r=
ichard.musal@manhattan.edu</a></p>
<p dir=3D"ltr"><a href=3D"http://www.manhattan.edu/">www.manhattan.edu</a><=
br></p>
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<p dir=3D"ltr"><b>-Have a question?=C2=A0</b>=C2=A0Check our=C2=A0<a href=
=3D"https://manhattan.teamdynamix.com/TDClient/KB/Default">Knowledge Base</=
a><br></p>
<p dir=3D"ltr">Check on your tickets=C2=A0<a href=3D"https://manhattan.team=
dynamix.com/TDClient/Requests/TicketRequests/">here</a>.<br></p>
<p dir=3D"ltr">Have you transitioned to Drive yet? Learn more=C2=A0<a href=
=3D"http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html">h=
ere</a>=C2=A0or ask ITS.</p>
<p dir=3D"ltr">Click=C2=A0<a href=3D"https://manhattan.teamdynamix.com/TDCl=
ient/KB/Default?CategoryID=3D1022">here</a>=C2=A0for instructions on how to=
transition.<br></p>
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