Getting help

Posted by Michael Greenhill
Updated on August 31, 2016

Before requesting help from the IT Department, please ensure you’ve thoroughly searched through this Knowledge Base. The Knowledge Base is intended to be a self-service portal, where staff and students can get answers to common questions.

Have we missed something?

If there’s a topic, question, or other piece of documentation that you feel should be in our Knowledge Base, then please let the IT Department know via the process below. We’ll get to it as soon as we can!

Helpdesk

The IT Department uses a Helpdesk to schedule, track, and prioritise tasks, changes and faults. To request help from the IT team simply send an email to help@whsc.vic.edu.au and one of us will get back to you shortly.

Duplicate tickets

Once the email has been received by our helpdesk you should receive an automated reply, with a ticket number. When corresponding about a particular ticket, please do so by replying to that email; sending a new email, even with the same subject line, will generate a duplicate ticket in the system. This means the IT team has to migrate information from one ticket to another; a manual process that sometimes means things get lost.

Please provide some detail with your help request!

Messages that say “xyz doesn’t work” without giving us any clues to go on – such as screenshots, error messages, web addresses, etc. – make it harder for us to resolve the problem. If we have to go back to you to get more information, it slows down the fault resolution and makes everyone unhappy.

When logging a fault we need at least one of the following:

  • Screenshot depicting the error
  • Error message
  • Context – what steps did you take to encounter this problem
  • The URL of the website (if applicable)
  • Time or date of event
  • Location (e.g. if the wireless was dropping out)

The more information, the better! We would rather have too much information than too little.

Read the error message first

Please make some effort to diagnose the problem yourself before coming to us. In most cases, when you encounter an error the accompanying message will give you a clue in the right direction.

For example, if an email you sent bounced back to you, the error might suggest that you check the recipient’s address for a typo.

Updated on August 31, 2016

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