Technology

When submitting a ticket to the RLASD Technology Help Desk (help.rlasd.net), P.L.E.A.S.E. follow these practices to get more efficient interactions with the technology team and faster service!

Step 1: Go to help.rlasd.net and use the Google sign in button.

(if users have issues with the Google sign in function, send an email to support@rlasd.net)

Step 2: New Incident ticket > Enter a Subject and extension OR room number

• This step is very helpful as it allows us to quickly see a general topic and assign the ticket to the correct technician. PLEASE ENTER A SUBJECT, if possible.

• One ticket per subject/incident. If a student computer keyboard is missing the "h" key, the projector bulb has blown out, and you can't connect to the WiFi, submit 3 tickets. This could potentially be 3 different members of the tech staff providing the solution.

Step 3: In the description, use P.L.E.A.S.E.

P — People Impacted

• Who is impacted?

• If a student, please provide Name, Username, Student ID

L — Links

• Provide the step-by-step process you took to view the behavior or error.

• Provide links to where the issue is occurring, if appropriate/possible.

E — Expected Behavior

• What are you trying to accomplish?

• What are you expecting to see?

A — Actual Behavior

• What is actually happening?

• What is the problem or question? 

S — Screenshots/Screencasts

• The more visuals, the better! 

E — Effect on workflow

• How does this inquiry affect your workflow?

• Does the issue interfere with daily tasks? 

• Are there any deadlines that are threatened by the issue?

Step 4: Select the Category and Site

• Again, this step is very helpful as it allows us to quickly categorize tickets and the location so the correct technician can be assigned.