Learning Commons:Chapman Learning Commons/Tickets
What is a Ticket?: A ticket is a email or form to report an issue to another department at UBC. CLCAs should only be reporting issues/submitting tickets for issues for 1) Computers and their equipment in our space 2) Printers 3) An issue with our phone at the desk. Reach out to a staff member for direction to report any other issue.
Looking to submit a printer ticket?
Follow the steps here: https://blogs.ubc.ca/commons/2-reporting-a-problem-with-the-printers-next-step/
Before You Submit a Ticket
It's important to check if the problem you're encountering can be solved on your end. Some things to troubleshoot include:
- Turning the computer/device/etc. off, and then turning it back on. You'd be surprised how many issues can be solved this way.
- Checking if all cables are connected securely. Check the USB cables, power cables, electricity outlets, etc. Sometimes patrons will unplug things or move the devices in such a way that the cables get unplugged.
- For computers: Is the monitor on? Is the scanner on? The power buttons may be in places you don't expect, so be thorough when you check.
- Is it the whole thing, or just part of it? For easily removed pieces like keyboards and chargers, try plugging them into a different computer or electrical outlet. This will tell you if the broken part is in the removable part or the computer/power-source itself.
- Ask the team. Has anyone encountered this issue before? Do they have any tips? It's always good to ask, just in case.
- Has it already been reported? Sometimes out of order signs get removed by accident! Check the email for any ongoing tickets for the same issue - it can help to use the search function on the top left with the device ID as a keyword (e.g., LBRY-CLC-44).
If the PC monitor has the message “No HDMI Cable,” this means that the monitor has the incorrect cable type setting. To troubleshoot:
- Press on the front panel button #2 to show the input sources setting.
- Select the correct cable type: mDP (mini Display Port).
If it is still not working, before doing anything else:
- Put an 'Out of Order' sign up with your name and date one it.
- Note the computer/ printer number for use when submitting a ticket.
Submitting an IT Ticket
Submit a ticket when an electronic service item is broken and cannot be fixed through troubleshooting first. This includes printers, computers, keyboards etc.
- Log in to your account at mail.ubc.ca. Click on your name in the top hand corner and type "Library CLC Assistants"- this will be the account you send and respond to IT tickets from. In the email, check that no other ticket is open for that particular issue at that time!- Look at the emails and search for the item ( ex Computer ticket? LBRY-PDW-IKB165)
- Submit a ticket through the online form: http://helpdesk.library.ubc.ca/
- Choose UBC IT Ticket- IT Infrastructure Support
- A copy of the ticket will be emailed to the clc.assistants@ubc.ca account. You can respond with update, if needed, using "Reply All" in the email.
- During opening hours, you can also phone the Library IT Help Desk for technical assistance. Hours: Monday to Friday 8:30 a.m. to 5 p.m. Phone: 604-822-6275
Ticket Format and Examples
The first page of the ticket submission will request the following information:
Name: Enter your own name, first and last
CWL ID: Enter your own CWL username
Phone #: Enter the CLC’s number, (604)-827-3909
Email: Enter the CLC’s email, [[1]]
CC: Enter Emma's email, [[2]]
I need help with: Select the option that fits the situation best. It will usually be either “PC Support” or “Mac Support” ; occasionally you will pick “General IT Inquires” for printer issues.
The next page will request the following information.
Subject :Think of this as the subject line of an email. It should be a short summary of the issue and should include any desktop/equipment numbers (ex. LBRY-PDM-224). An example of a good subject line is “LBRY-PDM-224 is unable to load login screen”
Tell us your location: Enter "Chapman Learning Commons Helpdesk, IKB Library"
Details/Comments:
- Think of this as the body of your email and format it like one. Include your traditional greetings, pleasantries, closing, and name.
- When discussing the issue, include all information such as:
- Full computer/scanner/ printer etc name and location
- Ensure computers are ‘on’ if possible so they can investigate remotely; SAY that they are on or off in the ticket.
- Include the details of the issue, without making assumptions. Share if you noticed anything out of place.
- Note everything you’ve done to troubleshoot, including restarting it! And share the results.
- Include a photo if there’s a message on the screen. Say that you have included a photo in the ticket.
- Printers: Call Ricoh support line first, then report the following information to Library IT in a ticket. Please cc emma.cornelius@ubc.ca. Make sure to include Printer Name/Label and Serial # (i.e. Barber-RC4, Serial # G658L00593)
- Any other relevant information
- Also make sure to include these lines in the email:
- We have placed an Out of Order sign on the (insert device).
- Can you please take a look at this when you are available?
- Please let us know if you require any further information.
Remember, Library IT will see the message displayed in an email style, so be as polite as possible when requesting their assistance!
Here is an example of a good “Details/Comments” section:
Hello Library IT,
I hope your week is going well.
I would like to report an issue with LBRY-PDM-224. We are unable to load the CWL login screen. We have attempted to reboot the device twice, but it only shows a black screen with an error. I have attached a screenshot of the error to this message. We also checked all cables to make sure they were not loose, but that did not appear to be the issue. We have placed an Out of Order sign on the desktop. Can you please take a look at this desktop when you are available?
Please let us know if you need further information.
Thank you,
Alex Miller
CLC Assistant
Printer Ticket Example:
Here is an example of the email sent to a the CLC Assistants account after the form was filled out.
- Name: Alex
- cwl_id: examplestudentcwl
- preferred_email: clc.assistants@ubc. ca
- Phone: 6048273909 (Note: this is the CLCA phone number)
- Email: clc.assistants@ubc. ca
- watchlist: emma.cornelius@ubc.ca
- I need help with: General IT Inquiries
- Subject: LBRY-IKB-RC2
- Tell us your location: IKBLC Third Floor
- Details/Comments: Hello Library IT, Printer LBRY-IKB-RC2 had an error screen appear and it said to restart the printer. We have restarted it twice. After the second time restarting the printer it said that it had smart called Ricoh to report the issue. I called Ricoh just to double-check and it seemed that a ticket had not been submitted by the printer as it claimed it did. An Out of Order sign is on the machine. The confirmation number for Ricoh is 204255314. Thank you, Alex Miller, CLC Assistant
Computer Ticket Example:
- Name: Alex
- cwl_id: examplestudentcwl
- preferred_email: clc.assistants@ubc. ca
- Phone: 6048273909
- Email: clc.assistants@ubc. ca
- watchlist: emma.cornelius@ubc. ca
- I need help with: PC Support
- Subject: Power Issues with PC computers on Level 2 of IKB
- Tell us your location: IKB PC computers Level 2 (LBRY-PDW-IKE 100-104 & 112-117)
- Details/Comments: Hi there! On Level 1 of IKB,PC computers on Level 2 losing power/electricity. The affected computers are LBRY-PDW-IKE100-104, and LBRY-PDW-IKE-112-117. They are turned off currently. There are also Out of Order signs on all of the computers mentioned in this list. Let us know if there is anything else we can assist with. Thank you, Alex Miller, CLC Assistant
Reporting Other Issues
In case of any situation that requires contacting fixing (i.e. spills, light-bulbs not working, power outlets not working, small fires, floods, a ghost-in-the-cell), please call or email Daniel, or contact Emma and Lisa if he is not available immediately.
CLCAs are not to contact 1) Building Operations themselves 2) Submit a Facilities ticket 3) Clean up dangerous or large messes