{"id":8,"date":"2009-06-12T14:59:38","date_gmt":"2009-06-12T18:59:38","guid":{"rendered":"http:\/\/oitstc.williams.edu\/?page_id=8"},"modified":"2025-07-31T09:40:37","modified_gmt":"2025-07-31T13:40:37","slug":"processes-for-dealing-with-student-technology-issues","status":"publish","type":"page","link":"https:\/\/sites.williams.edu\/oitstc\/processes-for-dealing-with-student-technology-issues\/","title":{"rendered":"STC Protocols"},"content":{"rendered":"\n\n\t<h3>Table of Contents<\/h3>\n<ul>\n<li><a href=\"#shift\">Shift Responsibilities<\/a><\/li>\n<li><a href=\"#scheduling\">Scheduling<\/a><\/li>\n<li><a href=\"#tickets\">Ticketing<\/a><\/li>\n<li><a href=\"#knowledge\">Basic Knowledge<\/a><\/li>\n<li><a href=\"#faq\">FAQs<\/a><\/li>\n<\/ul>\n<p><a name=\"shift\"><\/a><\/p>\n<h3>Shift Responsibilities<\/h3>\n<p>While you are on shift you are responsible for the following:<\/p>\n<ul>\n<li>Continuously monitor your inbox for incoming (or past) stchelp@williams requests<\/li>\n<li>Check voicemail<\/li>\n<li>Answer what questions you can for the client, and <strong>fill out tickets for everything<\/strong><\/li>\n<li>Be approachable! In addition to staying at the desk, this means no wearing headphones and no eating<\/li>\n<li>If you have a question, ask! Email the STC managers and we&#8217;ll get back to you ASAP.<\/li>\n<\/ul>\n<p><a name=\"scheduling\"><\/a><\/p>\n<h3>Scheduling<\/h3>\n<ul>\n<li>If you are unable to work your assigned shift, you are <strong>required to find a substitute<\/strong> to cover your shift. To do so, send an email to the STC listserv (stc-only@williams.edu) with subject line &#8220;Subrequest &lt;date&gt; &lt;shift time&gt; &lt;location&gt;&#8221;.<\/li>\n<li>If you are responding to a sub request, ensure that you <strong>Reply All<\/strong> to let everyone know\u00a0you are taking that shift.<\/li>\n<li>If you see that fewer people are on shift than\u00a0scheduled:\n<ul>\n<li>Talk with who&#8217;s on shift and\/or check your inbox. The other person could just be in the bathroom, or might&#8217;ve sent out a &#8220;I&#8217;m going to be a few minutes late&#8221; email.<\/li>\n<li>If the person didn&#8217;t show, feel free to take over their shift.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a name=\"tickets\"><\/a><\/p>\n<h3>Ticketing<\/h3>\n<p><strong>You should fill out a ticket for every interaction with a client, not just for problems you can&#8217;t resolve!<\/strong> Tickets help OIT establish a history for a given client, and also help administrators understand what sort of issues are being brought to STCs.<\/p>\n<p>Everything starts by logging into <a href=\"https:\/\/service.williams.edu\/TDNext\/Home\/Desktop\/Default.aspx\">TeamDynamix<\/a>.<\/p>\n<ol>\n<li>To generate a new ticket:\n<ol>\n<li>Click &#8220;New Ticket&#8221;<\/li>\n<li>Enter the client&#8217;s username in the &#8220;User Name&#8221; field and click &#8220;Search&#8221;<\/li>\n<li>Click &#8220;Ticket Details&#8221;<\/li>\n<li>Set &#8220;Request Type&#8221; to &#8220;STC&#8221; and in the subsequent drop-down menu choose the most applicable sub-type.<\/li>\n<li>Fill out the &#8220;Subject&#8221; field.<\/li>\n<li>Fill out the &#8220;Request Detail&#8221; field the client&#8217;s problem\/request. Be descriptive,\u00a0so that someone else reading the ticket will understand what was going on.\n<ol>\n<li>If you were able to solve the problem, briefly explain the solution.<\/li>\n<li>If you were not able to solve the problem, list what steps you took to solve the problem.<\/li>\n<\/ol>\n<\/li>\n<li>Enter your username in the &#8220;Williams username&#8221; field<\/li>\n<li>If the issue is solved set &#8220;Status&#8221; to &#8220;Closed,&#8221; otherwise leave it as &#8220;Open&#8221;<\/li>\n<li>Click &#8220;Save&#8221;<\/li>\n<\/ol>\n<\/li>\n<li>To look up a client&#8217;s past and present tickets:\n<ol>\n<li>On the top toolbar, click &#8220;Clients.&#8221;<\/li>\n<li>Enter the client&#8217;s username of first\/last name and select them from\u00a0the list that appears at the bottom of the page.<\/li>\n<li>Towards the top of the page, click &#8220;Ticket History.&#8221;<\/li>\n<li>In the &#8220;No.&#8221; column, click the ticket number corresponding to the ticket you want to look up.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p><a name=\"knowledge\"><\/a><\/p>\n<h3>Basic Knowledge<\/h3>\n<ul>\n<li>When responding to a client on STC-related issues via email, <strong>always CC stc-only@williams.edu<\/strong>. This is important for a few reasons:\n<ul>\n<li>If the issue resolution spans multiple shifts, this allows whichever STCs are currently on shift to seamlessly &#8220;take over&#8221; responding to the client.<\/li>\n<li>Guy receives stc-only emails and if the issue is serious or he sees that we&#8217;re not able to solve it, he will direct resolution.<\/li>\n<li>CC is important (and <strong>not<\/strong> Reply All) because all emails sent to stc-only automatically cause a ticket to be generated in Web Help Desk. So if you Reply All instead of CC there will be a ticket made, in your name, with the client&#8217;s issue.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Peoplesoft and Email use different passwords. For a full list of what accounts use your email password, check <a href=\"http:\/\/oit.williams.edu\/help-docs\/security\/password\">here<\/a>.<\/p>\n<p><a name=\"faq\"><\/a><\/p>\n<h3>FAQs<\/h3>\n<strong>Q: Where is\u00a0&lt;person\/place&gt;?<\/strong><br \/>\n&#8212; OIT site and WSO sometimes have office number for staff.<br \/>\n&#8212; Check the plaque on the pillar (more reliable) for a map of Sawyer<br \/>\n<strong>Q: What do I put for my username?<\/strong><br \/>\n&#8212; Username: abc1<br \/>\n&#8212; Email login: abc1@williams.edu<br \/>\n&#8212; Peoplesoft: W1234567<br \/>\n<strong>What is my ID number?<\/strong><br \/>\n* Your Williams ID number is a 7-digit number. When logging in to Peoplesoft, make sure to put a &#8220;W&#8221; before it.\n\n","protected":false},"excerpt":{"rendered":"<p>Table of Contents Shift Responsibilities Scheduling Ticketing Basic Knowledge FAQs Shift Responsibilities While you are on shift you are responsible for the following: Continuously monitor your inbox for incoming (or past) stchelp@williams requests Check voicemail Answer what questions you can for the client, and fill out tickets for everything Be approachable! In addition to staying &hellip; <a href=\"https:\/\/sites.williams.edu\/oitstc\/processes-for-dealing-with-student-technology-issues\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">STC Protocols<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"ngg_post_thumbnail":0,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-8","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/pages\/8","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/comments?post=8"}],"version-history":[{"count":55,"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/pages\/8\/revisions"}],"predecessor-version":[{"id":589,"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/pages\/8\/revisions\/589"}],"wp:attachment":[{"href":"https:\/\/sites.williams.edu\/oitstc\/wp-json\/wp\/v2\/media?parent=8"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}