SC-Wiki24

WE THANK YOU FOR FOR USING OUR SYSTEMS AND SERVICES.

SupportCALL (PTY) LTD.

Read entire page please…

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.

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

* 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”

DATE : 20xx/xx/xx
ARRIVAL : 11H31
DEPARTURE : 11H58
DISTANCE : 13km

RESOLVE :
ATTACH BEFORE AND AFTER PHOTOS OF EVERYTHING YOU WORKED ON (so you remove any possible finger pointing)

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

Please remember…

• 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