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SOS for Testing Coordinators:

SOS for Testing Coordinators:. How to Get Help with Accountability Problems James Rhew, Rhonda Carlyle, Phyllis Price Accountability Conference 2008. What’s the Problem?. Need a way to provide better support to local testing coordinators

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SOS for Testing Coordinators:

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  1. SOS for Testing Coordinators: How to Get Help with Accountability Problems James Rhew, Rhonda Carlyle, Phyllis Price Accountability Conference 2008

  2. What’s the Problem? • Need a way to provide better support to local testing coordinators • Would be helpful to have a ‘store house’ of knowledge and problem resolutions • CCB and DPI management recognize the need for a more automated solution

  3. You Know You’re Addicted To The Internet When • You wake up at 3 a.m. to go to the bathroom and stop and check your e-mail on the way back to bed.

  4. Why use a new tool?And why HEAT? • Used successfully in DPI for other major applications, such as NC WISE • Keeps issues from dropping through the cracks • Ability to automate the creation of a knowledge base • HEAT Self Service very simple WEB based interface

  5. Who are the HEAT clients? • LEA and Charter School Test Coordinators • RAC / RCC Personnel • DPI Internal Staff

  6. Accessing HEAT LEA Heat Self Service Novell Network LEA RAC HSS iHeat RAC iHeat LEA HSS HEAT Client DPI Trouble Tickets Knowledge Base

  7. Workflow Overview (not in handout) DPI RAC LEA

  8. What is HEAT? • A tool for Reporting Problems / Asking Questions about: • ABC Tools • WinScan • Data Collections • Secure Shell • OTISS • Equipment

  9. Pre - Workflow Overview (not in handout) • Search the Knowledge Base • Contact your RAC The process leading up to your decision to enter a ticket in the HEAT Self Service is defined by the Regional Accountability Coordinator.

  10. Workflow Overview • Test Coordinator enters an issue • RAC resolves issue and closes ticket Or • RAC assigns ticket to Accountability Help Desk • Help Desk routes ticket to ATEAM, Policy and Operations, Test Development or Reporting designated staff member • Ticket is resolved and closed

  11. NC WISE HEAT Central Phone Call to DPI One Call Center DPI Tier 1 Support LEA can use HSS Accountability HEAT Distributed Phone Call to RAC Six Call Centers RAC Tier 1 Support LEA can use HSS Process NOT like NC WISE process

  12. This is why we’re not allowed to use the phone… • WE WOULD NEVER DO THIS • RAC6 called to say they couldn't access Latest Uploaded Files. Gave them Standard Accountability Answer #112, "Well, it works for me." Let them rant and rave while I unplugged my coffeemaker from the UPS and plugged their server back in. Suggested they try it again. One more happy customer...

  13. HEAT Self Service • A way to enter and track your calls • Provides the ability to enter a call ticket and follow its status at any time • Your ID is your three digit LEA number; this ID cannot be changed. Your SIMS / NC WISE Coordinator has the password for your LEA. Only the NC WISE / SIMS Coordinator can request password changes • The URL for HSS is: http://webheat.dpi.state.nc.us/heatselfservice

  14. HEAT Self Service– Search Knowledge Base (not in handout) You do not need to log in to search the knowledge base

  15. HEAT Self Service– Search Knowledge Base (not in handout) Use the “Search In” dropdown to focus your search.

  16. HEAT Self Service - Login Enter your LEA number in the ID field and your password in the password field

  17. HEAT Self Service To see a list of all your open issues, select the link “All Open Issues”. You can also enter a specific ticket # and select “Lookup Issue” or view closed calls.

  18. HEAT Self Service – Open Issues You can get details by clicking on the “Ticket #”.

  19. HEAT Self Service – New Ticket To enter a new call, return to the “HOME” page and select “New Issue”.

  20. HEAT Self Service – New Ticket • The Customer ID or LEA# will contain your LEA number from your sign on. • Please select the correct name from the drop down list in the Contact Name field. If your name is not on the drop down list, you must enter your name, phone number, and email address as the first line of the call description. • The default application name will be “NC WISE” but if you use the drop down you will have a list of all supported applications. Select ‘Accountability’. • Please enter the Desired Completion Date in the format MM/DD/YYYY – this is not an obligation but in your best judgment when the ticket should be satisfied. • The created date and time are entered by the system and may not be modified.

  21. HEAT Self Service – New Ticket • In the Description box enter a complete description of the problem being experienced or your complete question. The minimum items you should include: • Your name, phone number, and email address, if not available in the Contact list • Your RAC number • The LEA and school number experiencing the problem • A thorough description of the problem • Your estimation of the severity level of the problem (see list) • The appropriate Accountability Sub-Application (see list)

  22. HEAT Self Service – New Ticket • Priority is not being used; the default is acceptable • Attach any supporting documentation such as screen shots, sample reports, etc. • When you have completed your entries, select the “Submit” link. • After submission, the ticket will be presented on the screen and will include your ticket/issue number.

  23. HEAT Self Service – Sub-Applications ABCTools Setup SFTP SSH ABCTools File Data Collection ABCTools Reports OTISS ABCTools Other Equipment WinScan

  24. HEAT Self Service - Severity

  25. HEAT Self Service – Completed Ticket

  26. HEAT Self Service - Attachments To add an attachment: Select “Home” then “All Open Issues” and select the correct ticket number. You will see the completed ticket. Select “How do I add my attachment?”

  27. HEAT Self Service - Attachments Notice the file name and description at the bottom of the page. You have successfully added an attachment to the call ticket.

  28. Today and Tomorrow • Our Current Status • Future Enhancements: • Automatic notification of assignments • Escalation based on ticket age / severity • Implementation of Knowledge Base • Questions?

  29. We’re way past this…. • Tech Support: "I need you to right-click on the Open Desktop." Customer: "OK." Tech Support: "Did you get a pop-up menu?" Customer: "No." Tech Support: "OK. Right click again. Do you see a pop-up menu?" Customer: "No." Tech Support: "OK, sir. Can you tell me what you have done up until this point?" Customer: "Sure, you told me to write 'click' and I wrote 'click'." (At this point I had to put the caller on hold to tell the rest of the tech support staff what had happened. I couldn't, however, stop from giggling when I got back to the call.) Tech Support: "OK, did you type 'click' with the keyboard?" Customer: "I have done something dumb, right?"

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