Trouble Ticket Reporting

Did you know that ANC has a trouble ticket feature available through the portal?  According to a recent survey, apparently several people are still unaware of it.  Our bad, we thought everyone knew.  It greatly simplifies reporting computer problems or scheduling installations.  Plus, it’s super easy and just loads of fun!  Here’s what you do.

Log into the portal and look for the “MITS Trouble Ticket” tab.  Click on it. (This is very important.)  There will be a list with the current month’s trouble tickets listed below.  For Example, April Trouble Tickets.  Click on that and you will see a list of all the tickets for the month.  Look to the right and you will see a link titled, “Add a Thread,” which, when clicked will open a view very similar to a basic email message.  There is a subject line and a message body.  Just fill in a basic category for the subject line and put as clear of a problem description as possible in the message body.  Click Save.  That’s it.  The more precise the message, the better able we will be to route the problem to the correct ANCtech to solve it.  An example: 

Subject:  Rats everywhere.   Message:  There are rats all over my office and they chewed up my computer cables and now I can’t print.

Again, that’s just an example.  Can we rid your office of rats?  No, we’re terrified of rats.  Snakes too, for that matter.  We’re not coming anywhere close to rats or snakes.  Well, possibly if there’s pizza involved, as long as it’s not rat-chewed.  But I digress.  The point is, we can fix most printer problems, but we need to notified in a way that helps us remember.

We try to be as accommodating as possible, but if you report problems when you see us in the hallway there’s a good chance we’ll forget.  We have giant brains, of course, but they’re mostly full, so we need a reference point…hence the Trouble Tickets.  This also allows us to check each other in case we forget to  share the information.  It’s also a major point of our assessment, so we’ll try extra hard to respond quickly.

One last thing.  When you have problems, we’ll get there as quickly as possible.  However, if you have something that needs to be done and you know ahead of time, the more lead time you can give us the better.  We can schedule things if we’re notified a week in advance much better than if we have to drop everything to install something that has to be done in 2 hours.  We know emergencies happen and information gets delayed, but if you do know early, please try to let us know.   With enough time to plan, we’ll even face rats.

Happy Computing,

ANCTech