Version 12 (modified by cdrake, 10 years ago) (diff)


Welcome to Help Desk

Help Desk tracks defects, enhancement requests and tasks for TNG and TNG content. All Classic issues should continue to be tracked in the original HelpDesk system as that system contains a rich issues history that we do not want to lose.

Click here for PerformanceFaq's

School Support After Hours/On Call Processes

Using the Admin system with TNG

Ticket Workflow

  • New. This is a new ticket. The ticket has been assigned to someone to work on, but that someone has not yet accepted the ticket and is not yet working on resolving it.
  • Accept. This ticket has been assigned to someone but that someone has not yet accepted the ticket. You must accept a ticket that is assigned to you to let the person who created the ticket know that you are now aware of the ticket and are working on it.
  • Assigned. Work on this ticket has begun. The ticket is in process.
  • Submit for follow-up. You have completed the work for this ticket. Choose the person who should follow-up on the ticket and submit the ticket for follow-up.
  • Follow-Up. Work on this ticket is now complete. This is the QA/testing step. You should follow-up to make sure that everything was resolved in a complete and satisfactory manner and that the ticket's original reporter has been notified of the resolution.
  • Resolve as Fixed. This ticket is complete. Work has been completed, tested/verified, and the original ticket reporter has been notified. Choose a resolution status for the ticket: fixed, invalid, wontfix, duplicate or worksforme.
  • Closed. This ticket is closed. If necessary, the ticket can be reopened.

If a ticket is reassigned, the status changes to New and the new owner must accept the ticket.

Starting Points

For a complete list of local wiki pages, see TitleIndex.