Policy and Procedure
RT
Internet and Accounts
Tools
General
100
The place where stalled computers are stored overnight
What is the stalled cabinet?
100
The service replacing RT next year
What is Service Now?
100
The process for pushing a game console through
What is having the user send a photo of the Mac address, and using NAT filters to push it through with the username?
100
First thing to try if a Mac won't successfully boot
What is Verbose boot?
100
First thing to do after checking in
What is check RT?
200
Procedure for transferring a checked computer to the CSC
What is getting the user to transfer the computer?
200
The meaning of the pink text box
What is the email is being sent to the user?
200
General procedure for getting a Mac on Wesstudent after there have been issues with internet access?
What is resetting Network settings, deleting item out of keychain?
200
Tool used to diagnose hard drive before trying to repair it
What is SMART utility?
200
The hardware issue we see most
What is failing Hard Drives?
300
Procedure if someone comes in just having spilled a liquid on their computer
What is send them directly to the CSC?
300
The reasons a ticket should be stalled
What is waiting for user response, action or pickup?
300
General procedure to get a PC on Wesstudent
What is creating a network connection called wesstudent and following the steps online?
300
DAILY DOUBLE A tool that replaces the directory of a Hard Drive in order to try to fix it
What is DiskWarrior?
300
First question to ask someone if their hard drive is failing
What is 'do you back up?'
400
Procedure for using Macy as a startup disk for a Mac
What is holding option at startup and selecting lion bootable?
400
A ticket from a '13 student usually goes in this queue
What is Alumni Helpdesk?
400
Procedure if a user is having issues printing at SciLi
What is make a ticket in the Pharos queue?
400
Tool if someone has access to their portfolio but their email doesn't work (Can't sign in or get email on a device)
What is Google Apps Password Tester?
400
First step if a Mac application is crashing often
What is repair permission OR check console?
500
Process for changing someone's password
What is asking for WesID, using Password administration?
500
The 5 main ticket statuses
What are new, open, stalled, resolved, and deleted?
500
Person to call for issues with portfolio or accounts
Who is Jerry?
500
Tool for diagnosing RAM on a Mac
What is Rember?
500
Three long beeps while starting up a Mac indicates this
What is RAM failure?
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