The school designates certain individuals (TAC) at each location who can place HEAT calls. If a teacher calls the Help Desk, they will be referred to the location TAC to submit a ticket. The Help Desk will not create calls in a TAC's name as the TAC needs to be aware of all technical issues and problems at thier respective location.
All Tickets Placed
Submit all the information from the HelpDesk icon which includes the device name, service tag, VNC, and username in the call ticket. Include as much detail as possible in the description of the problem. Be sure to get the VNC number and computer name from the HelpDesk icon. Make sure the computer is powered on and plugged into a network data port to assist in remote troubleshooting.
If the ticket is for a printer, include the printer IP and/or network name from a status page.
Submit one ticket for each computer.
Please do not contact ETS technicians directly. A Heat ticket must be referenced to perform repairs.
Click this link and choose your school to view open tickets for your location:
To review tickets submitted for your locatoin:
A link has been created to see all tickets generated in your name for the school year
http://infoweb.greenville.k12.sc.us/schoolreports/media/usernameheat.asp
This is best used in Chrome. Type your email username and choose the year - click Submit
Cafeteria/Food Service Computer Issues
For cafeteria computer issues, contact Matt Pugh in the Food Service department. This also applies to additional data drops requested for the cafeteria area.
If there is an issue with a data drop located in the cafeteria or any other location in your building, please submit a HEAT ticket for ETS to address the issue.
Email Information
Employees must continue to use their greenville.k12.sc.us email account for official district/school communications. Employees are permitted to forward their greenvilleschools.us account to their district account. Employees are not permitted to forward from their district account to Gmail. (9-22-15 eManagementMemo)
All students should now use the District's Google (Gmail) email system ending with "greenvilleschools.us"
General Information
If a computer and a printer are named correctly for the room – the printer will automatically become the default printer on that device. If a device moves, it needs to be renamed by ETS in order to print properly.
VNC numbers are normally 10.XXX.X.XXX – if the IP address is 127.0.0.0 or 169.X.X.X, then this indicates that the device is not communicating with the District network. Be sure to look at the Help Desk Icon for the VNC number.
Helpful Link: http://www.greenville.k12.sc.us/Departments/main.asp?titleid=etsresources
Google Management License for Chromebooks
Please remember that a Google Chrome Management Console License must be purchased along with each Chromebook purchased. This license is typically included with all Chromebook quotes provided by ETS but may not be included with quotes received elsewhere. (Note: all quotes for Chromebooks should be provided by ETS) This applies to all Chromebook purchases regardless of the funding source.
Lawson Request
Use the Lawson Request link to report Lawson issues.
Long-Term Substitute Teachers
In the event a substitute teacher needs to be granted access to printing, e-mail, or drive mappings, the Principal can make these changes through AMS
Device Movement
Please be aware that computers transferred from one person to another need to be addressed by ETS before the transfer takes place.
If a device changes from one teacher/staff to another – ETS reimage required.
If a device changes from a student to a teacher/staff – ETS reimage is required.
If a device moves from a student to a student – ETS rename of the device is required – this can be done remotely by ETS if the machine name and/or VNC and the new room number are provided.
MAP Testing
If problems during MAP testing occur, please call the Help Desk directly rather than placing an online service request.
Non-District Employees/Student Teachers
These accounts must be set up through AMS at the school
Printer Information
As a general rule, printers should not be moved. However, in the event a printer is moved, Sharp must be notified so that billing can be adjusted. If a printer is moved, ETS must be notified so that they can rename the printer to allow printing from the new location. When requesting a printer rename, please provide the printer IP (run a status page) and the new room number. Also, in order to rename the printer remotely, the printer must be powered on and plugged into a working network port.
Sharp contact number: 864-675-2000
Repair Policy for Chromebooks Quick Reference
Slow Student Computers (Non Chromebook)
Before submitting a ticket for a device (Non-Chromebook) that is performing slowly, please run the cleanup utility as this will most likely resolve the issue. To run the cleanup utility, login to the computer in question with the username of "cleanup" and the password of "cleanme ". Please know that this should not be run on staff or admin machines.
Student Home Directories
Students, will no longer be provided with an H Drive as a home directory storage area. All students should be saving work to their Google Drive
Student Internet Access
The automated student account provisioning system now enforces compliance with both Family Educational Rights and Privacy Act (FERPA) and Children’s Online Privacy Protection Act (COPPA) regulations. If a student does not have a signed Internet Permission form as indicated in PowerSchool, their Internet access is severely restricted. If their FERPA indicator in PowerSchool is set to “Total Restriction” (the parent has opted out of directory information), the provisioning system will not provide the student’s information to 3rd party websites like Google Apps for Education, Edmodo, etc.
Teachers Moving to New Rooms
Teachers should bring their current telephone to the new room. The existing telephone in the new room can be moved to backfill the room the teacher just vacated. By doing this, the teacher does not need to notify ETS of the telephone move and 911 information will remain correct.
Printers should not be moved if possible.
If a teacher changes rooms and takes their computer,
Have your locations TAC place a HEAT request to rename the computer to allow printing in the new room.
If for some reason the teacher cannot bring the existing phone to the new room. Place a Heat request to reassign the telephone so that the teacher will now be associated to the new room - **this is required for 911 information**
Virus Calls
Always include:
user name:
Device Name
Device VNC if possible
Please have the computer plugged into a network data drop and powered on.
Do not login to the computer. After powering on the computer, leave it on the login screen
If no icons show for the user – do NOT run clean up. See if you can log in to get a good VNC and device name and put in a ticket.
Website block/unblock request
If you discover a website that you feel needs to be blocked/unblocked, please submit your request via the District Infoweb.
Approved Instructional Applications and Websites Frequently Asked Questions