Reporting Problems... the right way.

Attention everyone!

If you are reading this, that means that you are using one of the computers in the computer lab.

I want to thank you all for being so patient and diligently reporting issues with the computer labs/classrooms and printing.  It is your continued communication that provides very important feedback and allows us to address any technical concerns that may arise.

Unfortunately, as important as it is to report these technical issues, it is by far more important to be aware of HOW and WHAT you report as every single bit of information that can be provided will give us a better idea of how to service those concerns.


HOW---?
You can call:    617.349.8770 and leave a message or talk to a call-center representative.
You can email:   ut@lesley.edu (PREFERRED METHOD)
You can chat:    visit:  http://smartipantz.perceptis.com/lesley and click "Live Chat" 


WHAT---?

Regardless of your preferred methods, at the very least, you should be able to provide this information:
1)  Where are you located (specifically the building and room#).
2)  Your name and username
3)   Time/Date of the incident
4)   Your operating system (Windows/Mac)
5)   The application/software you are using --- e.g. Firefox, Adobe Reader, Microsoft Word
6)   The website (if applicable) and/or the specific FILE (name, type--- e.g.   something.docx)
7)   The exact steps you took in as much detail as possible ---- e.g.  I downloaded the PDF attachment from my email, clicked "OK" to open, got an error message.
8)   If there was an error message, tell us exactly. (and i mean EXACTLY) what the error message said.------



Example-----
A commonly reported problem is that a print was sent, but that it never came out of the printer.

Incorrect report:

"I tried to print to the printer on the 3rd floor, it didn't come out.  I waited for 10 minutes, and nothing happened.  It took money off of my account, and I want a refund."

Correct report:

"I was in the Computer Lab on the 3rd Floor of Doble Hall, Room # 309 when I tried to send a print from Windows.  I downloaded the file from my email using Internet Explorer, and I opened the file using Microsoft Excel.  I clicked "File" then "Print" and I "okayed" the Print box and typed my username and password.  Then clicked "OKAY" after the price popped-up.  A couple of seconds later, a pop-up came up on the bottom right hand side of the screen that said it printed okay, but I waited for 10 minutes and nothing happened.  The cost of the print was $0.50 and I would like a refund.  My username is "somethingsomething" and the file name was "somethingelse.xlsx."  On my print account, it shows that it printed to DOBL-309 at 8:00am on August 2, 2011.  Please advise."

Incorrect report:

"The projector doesn't work.  My class starts at 6p in University Hall."

Correct report:

I was getting my materials ready for my class when I tried to connect my laptop to the black box.  I turned the box on and the projector came up.  I connected the cable from the drawer to the wall plate that was labeled "Laptop 2", then connected the other end of the cable to my Mac Adapter, and plugged my mac Adapter into my laptop.  The screen on my laptop changed blue, and then all of a sudden my icons were very large.  I pressed "Laptop 2" on the blackbox, and the projector attempted to switch, but I got no image.  Only a blue screen.   My name is Something S. Something, and I teach Something 0000-00.  My class starts at 6p, and we are located in University Hall room 3-086.  If possible, please send a technician to assist, or call me back at 000-000-0000.

With the examples above, there is a lot more information....  *we are sorry if it takes you 5 minutes to articulate this.... but this kind of information allows us to 1)  Fix your account--- we have an idea for what processes need to be done, or what materials need to be considered;  then 2)  go back and see if there is anything that we can do to prevent this from happening in the future.  Any less information, we will never be able to resolve any issues, and the problems will persist.


Please do your community a service by helping us help you better!  Report ALL information that you possibly can when reporting technical issues.