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 Post subject: iTrac Instructions
PostPosted: Tue Sep 09, 2008 8:53 am 
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Joined: Mon May 16, 2005 10:13 am
Posts: 103
Location: Central Office
iTrac Trouble Reporting

To enter a call in iTrac:

Click this sentence to open iTrac in a new window . . .

File comment: Main screen
ReportAProblem.jpg [ 20.31 KiB | Viewed 19572 times ]

Next, select the problem type. Please accurately categorize the nature of the problem:

File comment: Problem type
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Next, provide a brief description of the problem. Be aware this is the first thing the technician sees regarding the problem. Try to be descriptive, but concise. "Dead," "Doesn't work," etc are NOT good choices for this entry! Entries with such descriptions do not convey what is really wrong with the machine. As to the first example above, "will not boot," "will not power on," is a much better description than "dead." "Doesn't work" is not good because we already know it does not work or you would not have entered a call. A better choice would be to tell us what is not working.

In the next box (Asset Contol No.) you will enter the asset number of the equipment. This number should be the equipment that is malfunctioning, not the machine you are using to report the problem. Please also ensure you enter the asset number of the equipment. For example, if the problem is with your monitor, enter the asset number of the monitor, not the asset number of the computer to which the monitor is connected. If the asset number has been removed from your computer, you will find it in the upper right-hand corner of your screen, just above your name:

File comment: BGInfo
AssetBGInfo.jpg [ 25.39 KiB | Viewed 19570 times ]

The information you want is all of the numbers to the left of any letters. In the example above, the asset number of my machine is 310451 not 310451CO. If you cannot locate this information, please contact Larry at the Central Office.

Once you enter an asset, the system will display the information on file for that asset. Click "Next."

File comment: First Screen Completed
FirstScreenComplete.jpg [ 27.44 KiB | Viewed 19581 times ]

After entering the brief description of the problem, please give a more detailed description of the problem:

File comment: Detailed description of the problem
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Again, try to give us as much information as possible, including any steps you have taken to try to correct the problem. A good rule of thumb is to assume you will not have the opportunity to speak with the technician that will correct the problem. If the problem is intermittent, please indicate such and give us the steps needed to reproduce the problem, or the amount of time the machine must be on before the problem occurs.

When you have finished the detailed description of the problem, click "Next."

The next screen will prompt you to enter your contact information. You have two choices: you may either manually enter the information requested (first picture), or you may click the box next to "Use my system username and password" (Second picture). If you select the second option, the information will be the same information you use to log into your email.

This information is requested so you may be notified as the problem is worked.

File comment: User entered information
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File comment: Network entered user information
EnterUserInfo(AD).jpg [ 12.83 KiB | Viewed 19568 times ]

After entering this information you will shown a synopsis of the call you just entered. Click "Finish"

The final screen will also be a synopsis of the problem. At the botton of the box, you will notice a green "+" symbol next to "Incident Documents." You may use this button to upload any documents that will assist the technician working the problem. For example, you could take a screen shot of a particular problem and upload that screen shot as part of the trouble ticket. Another example might be a log you are keeping on your machine of an intermittent problem. You could attach your log to the call to help the technician accurately diagnose the problem.

File comment: Problem description
ProblemSynopsis.jpg [ 16.45 KiB | Viewed 19566 times ]

If you have any questions, please feel free to contact your building technology leader or any member of the Central Office Instructional Technology team.

Larry Jones
Central Office

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