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It's quite important to report problems effectively, effective problem reporting speeds processing of your request and improves overall good-will. Although it may seem cumbersome to answer all of the questions on the ITS web-form, etc. it makes fixing problems much, much faster and easier. You would be asked all of the questions on the forms anyways so you might as well take a minute to gather the answers ahead of time. This is in your best interest.

Effective problem reporting is easy and simple, the ITS system actually asks you the key questions. If you submit a request by email you must include all of these questions so use the webform as a guide.

1.  Methods of Submission

1.1  Using the ITS System

You can now file a an issue report electronically, you will be presented a form to fill out, when you submit, the issue is entered in a database. Please note: You need Internet access to use ITS, therefore you must use the worksheet if you cannot access the Internet.

1.2  Using the Paper Worksheet

If vistua.com is not available, the Manual ITS sheet is designed to help you gather as much useful information as possible about a problem. You may print out the worksheet and fill it in directly or use it as a template to make a reasonable facsimile. Please use the electronic ITS system if the website is available, please do not use the paper worksheet if not necessary.

2.  Directly, using Email

You can email admin@vistua.net directly. If you do so please make sure to include all the information that is on the ITS Worksheet, otherwise you'll just be emailed back to ask for this information. We need the information to investigate the problem effectively!

you must send email requests from a @vistua.com or @[host].vistua.net email account, requests from other accounts will be ignored

3.  Sending a File

If you need to send a file, current guidance is that you put it in the "Public" folder of your Dropbox and tell the administrator either directly in the problem description or by [a separate, if necessary] email. It is not currently recommended that you send the file by email unless asked to do so.

4.  What Happens to my Issue??

The system will automatically assign your issue a five-diget ticket number, such as 00004; this is a serial number which uniquely identifies your issue and it replaces the PRIN used by the old PR system. Your issue will appear in the ITS service under the appropriate category and you can monitor its progress from there. Once work begins on your issue, it will move to the In Progress page and you can continue to monitor it.

After your issue is received Admin will check to see if the problem is answered in existing documentation and refer you to it if necessary. Admin then will take whatever steps are needed to resolve the problem.

After the problem is resolved, the item will be permanently retained for future reference.

5.  My issue was immediately suspended or closed, why was that?

You will have an explaination put on the issue page, speaking generally: administration will automatically close or suspend the following.

• Any duplicated issues.
• Any issues that have already been solved.
• Any issues which are not actually issues (Issues are failures of technology. Please request answers to technical questions, training or other support for things that are not malfunctions directly by email. For example, if you did not know how to print, send an email. If, however, you try to print and get an error that you can't solve yourself, file a ticket.)
• Anything documented in the Online Helpdesk or application help file (look in help menu or try pressing F1)
• If you feel your issue was closed in error, please do not reopen it, instead email directly.

6.  What's a System ticket?

A ticket that is opened by the user SYSTEM or PROFILES is a ticket created by administration to address a problem that affects all users. For example, if the printer failed. It is not necessary to file tickets about issues that already have a system ticket opened for them. However, you can put a note on bottom the ticket (click edit on the ticket's page) that you are having this problem too if it seems necessary.

This is not to be confused with the category 'SystemTechnical'. Most SystemTechnical tickets are System tickets but SystemTechnical is a category for technical problems with local and WLAN system software, such as OS problems and System Tickets can be opened in any category as needed.

Categories: PR