Purpose

Explain the ways that ADKF staff can request IT assistance

Procedure

1. Email - [email protected]
   1. Staff may email their request to [email protected]
      1. This will alert the entire IT team of the request and create a trackable ticket
      2. The IT team may reply via Email, Teams, or call as needed.
      3. You may set a priority on the request by typing the priority followed by a colon (:) in the subject line of the email
         1. See Here for an explanation of priorities
         2. Example. Urgent: I spilt coffee on my laptop!
             
2. Teams
   1. You can access the Online Portal, KB, and Login page directly from the IT Support channel in the ADKF P.C., team.
      1.  For more info, see the Online Portal section below.
          
3. Call In
   1. We will create a ticket for you.
      1. Be aware that if we are already working on another ticket with a staff, we may need to call you back, or another IT staff will pick up the ticket if they are available.
          
4. Online Portal - Home - ADKF (happyfox.com)
   1. Staff may navigate to adkf.happyfox.com
      1. From this page, staff may search for a resolution to their issue, or they may create a new ticket.
      2. When searching it is best to use keywords, or type in the error you are receiving.
         1. You may also search by top articles or section. The more common issues will appear in this area.
      3. When creating a new ticket, please keep these items in mind.
         1. Ensure your email is entered correctly in the 'contact details' section.  This is how the IT team will contact you.
         2. You may set a priority on the request. See Here for an explanation of priorities.
         3. When explaining your request or issue, it is best to be as descriptive as possible.  Telling us "my computer is not working", will only lengthen the time it takes to resolve the problem.
            1. You can attach or paste screenshots or snippets directly into the ticket! A visual of the issue will help the IT team to resolve the case quickly!

Note

• If a priority is not set on a request, it will default to Medium priority.
• Do not abuse the priority of a request.  Do not 'cry wolf'
• You can login to the Online Portal to track your requests
• The first time you login to the Online Portal, you must click the 'Forgot Password?' link and follow the instructions.
• Please be sure to be as detailed as possible with request.