Contact HelpDesk: Notify HelpDesk with a description of the problem https://bomusd.freshdesk.com/a/tickets/new and log in using your School Provided Gmail Account. ThenClick Submit New Ticket. Please include your full name, site in which you work, room number, and an overview of the technical difficulties you are experiencing. A HelpDesk ticket will be generated for you.
IT Department procedures for HelpDesk tickets:
HelpDesk attendant will generate a ticket upon receipt.
High Priority - Issues that affect the entire District, staff unable to perform required duties, or issues with entire computer platforms that affect students' ability to complete work.
Medium Priority - Imaging and Interactive Display Board problems that impact instruction.
Standard Priority - All other requests.
Attendant will prioritize the ticket in 1 of 3 categories.
HelpDesk tickets will be addressed as follows:
High Priority - 4 hours
Medium Priority - 8 hours
Standard Priority - 5 working days
Factors that may affect completion times include the need to order parts or supplies, approval of funding, outsourcing of tasks, warranty work and other related delays. High volume times such as the start of the school year and returning from long holidays may also delay completion times. We appreciate your patience and understanding as we work diligently to complete all HelpDesk tickets.