Choosing the Request Type
Choosing the Request Type helps us understand where your problem is.
Application: Does the problem only happen when you are working in "iMovie, Pages, Keynote" or other specific application?
Hardware: Are you having trouble with the iPad turning off or did you crack the screen?
Network: Are you not able to login, or does it say you aren't connected to WiFi?
Application: Does the problem only happen when you are working in "iMovie, Pages, Keynote" or other specific application?
Hardware: Are you having trouble with the iPad turning off or did you crack the screen?
Network: Are you not able to login, or does it say you aren't connected to WiFi?
Application Issue
If the issues is with a specific application, it helps to know which one, and exactly what is happening. Does the problem occur when you try to do ......, or does the application suddenly close when you try to ........
The more specific you are, the quicker we might be able to help you.
The more specific you are, the quicker we might be able to help you.
Hardware Issue
If the issue is with a physical part of the actual iPad or power adapter/charger.
Does the iPad suddenly turn off?
Do your brightness or volume setting not work?
Does your power adapter not recharge the iPad?
Does the laptop in your class cart not work properly? Trackpad issues? Keyboard issues?
The more specific you are, the quicker we can identify the problem and find a solution.
Does the iPad suddenly turn off?
Do your brightness or volume setting not work?
Does your power adapter not recharge the iPad?
Does the laptop in your class cart not work properly? Trackpad issues? Keyboard issues?
The more specific you are, the quicker we can identify the problem and find a solution.
Network Issue
If you are not able to connect to the network or authenticate, choose Network Issue.
If the websites aren't loading, or you cannot login to the either the Guest or Western-Staff Network, you can tell us specifically what the problem is.
You can always bring your iPad or the laptop from the cart to the library in your building for us to help you fix the problem.
We are here to help.
If the websites aren't loading, or you cannot login to the either the Guest or Western-Staff Network, you can tell us specifically what the problem is.
You can always bring your iPad or the laptop from the cart to the library in your building for us to help you fix the problem.
We are here to help.
Ticket History - how to see if your ticket is resolved
You can log into the Student Ticket System at any time to check the status of your ticket. Click on History (on the top circled in yellow).
Click on the Ticket No. (30 in the small blue box - circled in yellow on the left) to open the ticket (notice the blue box under the "Request Detail" that has J. Hasbrouck: Your password has been reset...- this tells you there is a note).
Check back often to see if we need more information, or to have your Gmail or authentication password reset.
Click on the Ticket No. (30 in the small blue box - circled in yellow on the left) to open the ticket (notice the blue box under the "Request Detail" that has J. Hasbrouck: Your password has been reset...- this tells you there is a note).
Check back often to see if we need more information, or to have your Gmail or authentication password reset.
Accessing the Ticket to Check Notes
When you open the ticket, you will see the Note we have sent you. If you want to reply back or if we have asked you for more information, click on Add Note (circled in yellow).
Save Your Note
Once you have typed your note click on Save (circled in yellow). We will see your note and close the ticket if everything is fixed, or reply back.
Keep checking the Ticket System for Notes when you are not able to login to Gmail. If the issue you have is not with Gmail, we may send you an email to update you, ask for more information or let you know when the problem has been fixed.
Keep checking the Ticket System for Notes when you are not able to login to Gmail. If the issue you have is not with Gmail, we may send you an email to update you, ask for more information or let you know when the problem has been fixed.