To ensure efficient and timely resolution of technology issues, Carteret County Public Schools utilizes a streamlined support ticket system. This process, accessible through the '1 to 1 Plus' platform, provides a clear pathway for students and staff to report and resolve technical difficulties. Throughout the process, you'll receive email updates, keeping you informed of the status of your request.Â
Ticket Submission: Students and staff experiencing technology issues submit a support ticket via the "1 to 1 Plus" platform.
School-Level Routing & Notification: The submitted ticket is automatically routed to the designated Digital Technology Liaison (DTL) staff member at the individual's school. The reporting user receives an email confirmation of ticket submission.
School-Level Resolution & Updates: The school-level DTL staff member attempts to diagnose and resolve the reported technology issue. The reporting user receives email updates on the progress of the ticket, including any actions taken.
District-Level Escalation & Notification: If the school-level DTL staff member is unable to resolve the issue, the ticket is escalated to the district-level technician assigned to that specific school. The reporting user receives an email notification that the ticket has been escalated.
District-Level Resolution & Updates: The district-level technician addresses and resolves the escalated technology issue. The reporting user receives email updates on the progress of the ticket, including the resolution and closure.