SC-Wiki24

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{{:sc-ts.png?nolink&700|http://sc-tickets.supportcall-isp.co.za/ }}

===== How to use our Ticket System Field Report - LOCAL TECH =====
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WE THANK YOU FOR FOR USING OUR SYSTEMS AND SERVICES.\\
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SupportCALL (PTY) LTD.\\
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//**Read entire page please...**//
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**By using this site or our Ticket System, or accessing it you agree to the terms on this page and also that sent by SupportCALL directly to ALL its clients.**\\
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Using the SupportCALL Ticket System is fairly simple.

Things to remember…\\
**ON SITE**\\
•	Photos before\\
•	Photos after\\
•	Record the time you arrive\\
•	Record the time you leave\\
•	Make notes\\
**OFF SITE**\\
•	Always update ticket ASAP\\
•	Always post in “Post Internal Note”\\
•	Upload photos\\
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 * //Tickets are updated in this way so anyone reading the report can clearly picture the happenings during the Local Tech visit to the site.// \\
**//Always post in “Post Internal Note”//** \\
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DATE : 20xx/xx/xx\\
ARRIVAL : 11H31\\
DEPARTURE : 11H58\\
DISTANCE : 13km\\
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**RESOLVE :**\\
//ATTACH **BEFORE** AND **AFTER PHOTOS** OF **EVERYTHING YOU WORKED ON**// (so you remove any possible finger pointing)\\
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LOCAL TECH ATTENDED\\
TECH ATTENTED CONTACTING HQ\\
CHECK ISSUE AS PER USER\\
USER REPORT DIFFICULTY OPERATING THE TABLET\\
CHECK OPERATIONS\\
TABLET NOT RESPONDING CORRECTLY\\
TABLET MOUNT SLIGHTLY COVER SIDE\\
REMOVE MOUNT COVER TO CHECK IF TOUCHING SCREEN\\
MOUNT COVER FINE\\
REMOVE SCREEN FILM AND CHECK\\
ISSUE REMAINS\\
ATTACH USB KEYBOARD\\
TABLET NORMAL RESPONSIVENESS USING KEYBOARD\\
SEEMS LIKE A TOUCH ISSUE\\
CHECK DEVICE LIST FOR ISSUES\\
NO ISSUES\\
CHECK UPDATES\\
UPDATES WAITING\\
INSTALL UPDATES\\
TEST\\
ISSUE REMAINS\\
UNINSTALL DEVICES\\
REINSTALL DEVICES\\
CHECK\\
ISSUE REMAINS\\
UPDATE DEVICE DRIVERS\\
CHECK\\
ISSUE REMAINS\\
MSCONFIG, REMOVE ALL NONE MICROSOFT SERVICES AND STARTUPS\\
REBOOT\\
HQ CONTACTS AND CONNECTS\\
PART ISSUE WAS REMOTE CONNECTION FROM HQ\\
HQ DOWNLOAD AND INSTALL VIRTUAL KEYBOARD FROM SDM\\
KEYBOARD DOESNT WORK AS NEEDED \\
HQ INFORMS HE HAS OTHER DRIVERS TO TRY BUT THIS WILL TAKE TIME TO DOWNLOAD AND INSTALL\\
TECH INFORMED NO LONGER NEEDED AS REMOVE CONNECTION IS UP AND DOWNLOAD WOULD TAKE TIME.\\
TECH CLOSED AND RECONNECTED EVERYTHING AS SHOULD BE\\
TECH INFORMED SITE MANAGER BEFORE LEAVING\\
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{{:ticket_-_internat_notes.png?600|}}
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**Please remember...**
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  * Take a little extra time and do it properly\\
  * do it properly the first time\\
  * customer service\\
  * only do work you have been instructed to do via the ticket system, SupportCALL or the clients HQ (**in writing on ticket**)\\
  * always use the [ Post Internal Note ] to update tickets\\
  * __TO UPLOAD IMAGES SEE FOLLOWING__
  * **use the XnConvert program** to half the image and save as .jpg before emailing to SupportCALL or adding to ticket system ( [[https://www.xnview.com/en/xnconvert/]] )\\

  * request the xnconvert config file <[[https://supportcall.co.za/sc-extras/sc-resize-aspectfit-50%-jpg.xbs]]>  (right click "save as")\\

  * request the xnconvert config file <[[https://supportcall.co.za/sc-extras/sc-resize-aspectfit-50%-jpg.zip]]>  (right click "save as")\\

  * **ALWAYS**, take photos BEFORE & AFTER ( cover your ass and ours )\\
  * be on time or inform SupportCALL and the client\\
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(//if you have any difficulty with the above downloads contact us direct to notify and receive a direct copy//)