Service Now
What types of tickets are STCs responsible for?
INC & RITM
Incident & Requests
When sweeping, where should you report any misuse of rooms?
aet-sweepsapp
When attending to a call, what's the first thing you should check before troubleshooting
If connections are secure and or touch panel settings
How many AV Techs do we have, and who are they?
3,
Canaan , luis , Ernie
What is the system we use to clock in?
Sling
How many days do tickets have for follow ups?
3 Days
What channel is used to primarily ask about Pure Chat Inquiries?
#stc-general
Why do we have port savers?
In order to preserve the original VGA cable installed in the room
Where is AV Staff's main office
KL324
Where can STCs find duties for the day?
How do you add a ticket watcher on Snow
What Channel can you find the nameless feedback form?
aet-stcdigest
Who is the Vice Chancellor and Chief Information Officer
Nick Dugan
What buildings are KL closers required to sweep?
KL & COB2
When escalating to staff, what is the assignment group name?
IT - Academic/Emerging Tech
Which channels have workflows, and how many workflows are in each channel, and what are they?
aet-stcgeneral - two workflows ( Page AV Staff) ( Page AET Super)
stc-general - Two workflows ( Page Service Desk Staff) (Page AV Staff)
While on a call a professor says that the touch panel is not responsive. Their laptop is displaying but they want to adjust the TP settings. What steps should you take?
Test TP functionality.
Test that TP Connections are secure (Including DX link)
Power Cycle.
Ask Staff for a room reboot if possible.
What is Rachel's favorite color?
Purple
When creating a duty, what is required?
Schedule it on Outlook (Incident Number, Building, Room Number, Short Description, Long Description)
Ticket update (Incident State, Work Notes, Email Professor if needed)
Name every slack channel in order.
aet-clm
aet-stcdigest
aet-stcgeneral
aet-stcshifts
aet-stcsnow
aet-sweepsapp
stc-general
A professor from COB1 calls and asks for assitance with projection. You walk in to see only the bottom half of the screen projecting and some flickering. What can potentially be the main issues?
Device resolution is not 1080p
Device refresh rate is not at 60hz
What is Canaan Hawks job title?
Technology Enhanced Spaces Technician
Or
Educational Technology Specialist 3
How many rooms is Warehouse station required to sweep? (+1 or -1 within the correct answer)
29!
8 First floor rooms
21 Second floor rooms