Lakeville Area Schools IIQ Breakdown
Overview of district ticketing system
How to submit IT support tickets
Purpose and utility of ticketing systems
Ticket routing and automated categorization
Criteria for when to submit a ticket versus using informal communication
What to do when a ticket status is 'Waiting on Requester'
How to handle resolved or recurring issues
Full Document Analysis
Notable Quotes (3)
If you have any issue or question that will take an extended amount of time or multiple people to solve, then it should be a ticket.
Any issue with the internet is going right to our network team.
Whenever your ticket says waiting on requester, it means that the agent working it can't continue without some form of input from you.
People (1)
Hayden ManardAV Technology SpecialistMember of DISCT, the ISD94 technology team, explaining internal support workflows.
2 quotes
Member of DISCT, the ISD94 technology team, explaining internal support workflows.
“If you have any issue or question that will take an extended amount of time or multiple people to solve, then it should be a ticket.”
Defining the threshold for when staff should open a formal support ticket.
“Think of resolving a ticket like closing an open door. It might feel final, but you can always open the door again.”
Explaining the process and ease of reopening a ticket if an issue persists.