Submitting a Ticket for a Repair

Submitting a request:

• All requests for Systems Support and ETS help must be submitted through a Heat Ticket. 

• There are now three categories of Heat tickets: 

  • ETS Help Desk, Powerschool and Lawson Support. The ETS Help Desk and Powerschool requests are done using this link. 

  • If it is a Powerschool request, please click the Yes button in the Area Affected section - Is this a Powerschool software issue?

  • For Lawson requests, please use this link.

• Be sure to include in the request all the information from the HelpDesk icon:

  • Computer Name and VNC

  • Contact Person and phone extension

  • Service Tag

  • Describe in as much detail as possible, the problem that is occurring

  • Complete the form - all blanks must have some information typed into them

• Click Submit

• You will receive an email from the automated ticket generator (ATG) that a ticket has been created

• When the request has been completed, you will receive an email that the ticket has been closed and what was done to fix your issue

To view open requests for your school/location:

• Use this link

  • choose your location

  • click Show Calls for Location

If you need to keep track of tickets you have submitted:

• We have created a link that you can use 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

Helpful Information

• It does NOT help to submit multiple tickets for the same issue

• Contacting Technicians: Please do not contact the technician directly unless requested to do so for a specific ticket. They work based on tickets for your location so they are not supposed to perform repairs unless there is a ticket in the system

• ETS Remotely Connected: Please let the teachers/administrators know that if a ticket is submitted for their computer, ETS may try to remotely repair the issue. If they notice their mouse moving erratically and/or the notepad opens, someone is remotely connected. Ask them to respond to a notepad request. If the background for the VNC icon in the system tray is black, someone is remotely connected.

• End Of Life Tickets: When submitting a ticket for computers to be processed for removal (end of life), submit one ticket with a list of service tag (ST#). If possible, please stack these by model in a secure location.

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