Posted by Bowyer Deb at September 10th, 2009
This is taken from an email sent to clerical and admin on September 9, 2009:
Just wanted to let you know a few things about how we wish to communicate with staff regarding issues with BCeSIS.
1. We’d appreciate it if you and your staff would create a job ticket when they require help with BCeSIS. e.g. password change, account creation, glitches, etc.
2. We understand that you don’t always want staff creating their own job tickets, so please let them know of the policy at your school. Maybe they could email your clerical and the clerical could create the job ticket.
3. When you create a job ticket both Sharon Schell and I can respond to that ticket. If you email or phone either of us directly, you may not get as quick a response. We’re both part time employees and aren’t always sitting at our desks. A job ticket is something we can look at even when we aren’t at our desks.
4. If we receive a job ticket, we usually respond via job ticket. So your staff need to look for an email from helpdesk@prn.bc.ca so they can see what the solution is.
5. If you need help on how to update a job ticket to give us information we ask for, or to clarify an issue, then please read the information on www.bcesis.prn.bc.ca
6. If a teacher is not listed on the job ticket system and we have to send them information on a new password or other BCeSIS issue, then we will try to directly email them. So please ask them to watch for an email from either Sharon or me or even helpdesk@prn.bc.ca as we are able to cc to people via the job ticket.
7. If a new teacher does not yet have email or is not yet on the job ticket system, then we will notify the clerical, via the job ticket, the pertinent information on the user and password. We’d appreciate you passing that confidential information on to the user.
8. Please try to avoid sending duplicate job tickets. If we get several tickets on the same issue then Sharon and I might end up locking a user out. e.g. she changes a password for someone and lets them know, then we get another job ticket that I respond to and change it again. Not a good thing.
I hope this helps to clarify the processes in getting help with BCeSIS.
Deb