Composing a helpful Jtech Ticket

Here are a few tips to help us help you:

Click Here To Open A Jtech Ticket

  1. When opening a ticket it's important to be extremely detailed.
    1. Include your login name (netID for students, first.last for faculty and staff).
    2. Include the computer name(s) of the computer(s) where you're experiencing the issue.
    3. Include the time(s) you experienced the issue.
    4. If the issue is about a specific appliction use the application's full name. AVID and Adobe make dozens of products that we use. A ticket that states "AVID doesn't work." or "Adobe won't launch." is not at all helpful. We cannot troubleshoot application issues without knowing the actual affected application. A ticket fully describing issues with "Avid NewsCutter" or "Adobe Photoshop Lightroom," however will be helpful.
    5. If your issue is with a specific server please refer to the server by name. It isn't possible to troubleshoot a ticket that states "I cannot connect to the server." We need to know which specific server you are having issues with, i.e. jsrv01, jsrv05, jisis, jinews, jts, jtech, etc
  2. Copy any error message down and include it in your ticket.
    1. It's understandable that you may accidentally dismiss an error message before you write it down, but tickets that state "Photoshop is crashing every time I launch it and it gives me an error message" are not very useful without the actual message text. If the computer is not frozen, you can take a screen shot on Mac OS by pressing shift+command+3. You can then transcribe or attach the screenshot to your ticket
  3. If you aren't receiving any error messages, please describe in detail the aberrant behavior.
    1. Often times you will not receive any error messages when you have an issue. However, you are always able to describe the behavior you're experiencing. A ticket that states "I cannot log in on the jschool computers." is not very helpful for a number of reasons (there's no computer(s) listed that you've tried), but most importantly because there's no description of what happens. If it's on a Mac, did the login window shake at you? Did it apparently accept your password, but then never get to a desktop?
    2. If an application is crashing on you with no messages, a ticket that states "Word quits randomly." isn't as helpful as it could be. We understand that it may appear random, but what exactly were you doing before the application quit. Are there any reproducible steps we can take to try to reproduce your issue. If it's editing software, did you have a camera connected? If so what type of camera, connected via what bus?

Comments

/groups/jtech/search/index.rss?sort=modifiedDate&sortDirection=reverse&tag=infolist/groups/jtech/search/?sort=modifiedDate&sortDirection=reverse&tag=infoJtech InfoCustomTagSidebarCustomTagSidebar?sort=modifiedDate&sortDirection=reverse&tag=info0/groups/jtech/sidebar/CustomTagSidebarmodifiedDate5CustomTagSidebarreverseinfoJtech Infocustom/groups/jtech/search/index.rss?tag=hotlist/groups/jtech/search/?tag=hotWhat’s HotHotListHot!?tag=hot12/groups/jtech/sidebar/HotListpaul.wheelerWheeler, Paul2016-09-22 18:31:44+00:002016-09-22 18:31:44updated14paul.wheelerWheeler, Paul2016-09-22 17:35:53+00:002016-09-22 17:35:53updated13paul.wheelerWheeler, Paul2016-09-22 17:34:34+00:002016-09-22 17:34:34updated12dd232650@umconnect.umt.eduDybdal, Dylan2016-04-19 17:42:20+00:002016-04-19 17:42:20updated11paul.wheelerWheeler, Paul2016-03-31 21:35:05+00:002016-03-31 21:35:05updated10paul.wheelerWheeler, Paul2016-03-31 21:27:28+00:002016-03-31 21:27:28updated9paul.wheelerWheeler, Paul2015-11-18 17:41:07+00:002015-11-18 17:41:07updated8paul.wheelerWheeler, Paul2015-11-10 15:46:11+00:002015-11-10 15:46:11updated7paul.wheelerWheeler, Paul2015-11-10 15:36:00+00:002015-11-10 15:36:00updated6paul.wheelerWheeler, Paul2015-11-10 15:33:29+00:002015-11-10 15:33:29updated5Added tag - storagepaul.wheelerWheeler, Paul2015-11-10 15:29:48+00:002015-11-10 15:29:48addTag4Added tag - networkpaul.wheelerWheeler, Paul2015-11-10 15:29:44+00:002015-11-10 15:29:44addTag3Added tag - hotpaul.wheelerWheeler, Paul2015-11-10 15:29:32+00:002015-11-10 15:29:32addTag2First createdpaul.wheelerWheeler, Paul2015-11-10 15:27:07+00:002015-11-10 15:27:07created1wiki2016-09-22T18:31:44+00:00groups/jtech/wiki/c83f7FalseStudent's Network Storage- How to Save Work to the Server/groups/jtech/wiki/c83f7/Students_Network_Storage_How_to_Save_Work_to_the_Server.htmlWheeler, Paul14 updatesStudent's Network Storage- How to Save Work to the Server This year students have a different way to access their network storage. We removed network home directories because they were causing too much d...Falsepaul.wheeler2016-09-22T18:31:44+00:00paul.wheelerWheeler, Paul2016-09-22 18:29:55+00:002016-09-22 18:29:55updated61paul.wheelerWheeler, Paul2016-09-22 18:28:50+00:002016-09-22 18:28:50updated60paul.wheelerWheeler, Paul2016-09-22 17:38:09+00:002016-09-22 17:38:09updated59Added tag - manual connectam189114Molin, Allison2013-01-18 21:40:02+00:002013-01-18 21:40:02addTag58Added tag - serveram189114Molin, Allison2013-01-18 21:39:59+00:002013-01-18 21:39:59addTag57am189114Molin, Allison2012-09-25 15:20:22+00:002012-09-25 15:20:22updated56am189114Molin, Allison2012-09-25 14:53:24+00:002012-09-25 14:53:24updated55am189114Molin, Allison2012-09-25 14:39:15+00:002012-09-25 14:39:15updated54am189114Molin, Allison2012-09-25 14:39:11+00:002012-09-25 14:39:11updated53am189114Molin, Allison2012-09-25 14:38:24+00:002012-09-25 14:38:24updated52db131857Diego Baccino2012-07-19 18:18:52+00:002012-07-19 18:18:52updated51db131857Diego Baccino2012-07-19 18:17:59+00:002012-07-19 18:17:59updated50db131857Diego Baccino2012-07-19 18:05:43+00:002012-07-19 18:05:43updated49db131857Diego Baccino2012-07-19 18:05:27+00:002012-07-19 18:05:27updated48db131857Diego Baccino2011-08-30 21:06:40+00:002011-08-30 21:06:40updated47db131857Diego Baccino2011-08-30 20:59:58+00:002011-08-30 20:59:58updated46db131857Diego Baccino2011-08-30 20:59:38+00:002011-08-30 20:59:38updated45Added tag - hotdb131857Diego Baccino2011-08-30 20:59:37+00:002011-08-30 20:59:37addTag44Removed tag - accessing servers on campusdb131857Diego Baccino2011-08-30 20:59:37+00:002011-08-30 20:59:37removeTag43Removed tag - connectingdb131857Diego Baccino2011-08-30 20:59:36+00:002011-08-30 20:59:36removeTag42Removed tag - connecting to serversdb131857Diego Baccino2011-08-30 20:59:31+00:002011-08-30 20:59:31removeTag41Removed tag - dah buildingdb131857Diego Baccino2011-08-30 20:59:28+00:002011-08-30 20:59:28removeTag40Removed tag - serversdb131857Diego Baccino2011-08-30 20:59:26+00:002011-08-30 20:59:26removeTag39Removed tag - on-campus server accessdb131857Diego Baccino2011-08-30 20:59:23+00:002011-08-30 20:59:23removeTag38Removed tag - jschool serverdb131857Diego Baccino2011-08-30 20:59:21+00:002011-08-30 20:59:21removeTag37Removed tag - journalism serversdb131857Diego Baccino2011-08-30 20:59:18+00:002011-08-30 20:59:18removeTag36Removed tag - connecting to the servers manuallydb131857Diego Baccino2011-08-30 20:59:15+00:002011-08-30 20:59:15removeTag35db131857Diego Baccino2011-08-30 20:55:32+00:002011-08-30 20:55:32updated34db131857Diego Baccino2011-08-30 20:55:07+00:002011-08-30 20:55:07updated33db131857Diego Baccino2011-08-30 20:54:50+00:002011-08-30 20:54:50updated32db131857Diego Baccino2011-08-30 20:54:45+00:002011-08-30 20:54:45updated31db131857Diego Baccino2011-08-30 20:54:29+00:002011-08-30 20:54:29updated30as124909Smith, Austin2011-01-31 23:22:40+00:002011-01-31 23:22:40updated29db131857Diego Baccino2011-01-31 23:11:05+00:002011-01-31 23:11:05updated28db131857Diego Baccino2011-01-31 23:02:09+00:002011-01-31 23:02:09updated27Describe your changes heredb131857Diego Baccino2011-01-31 22:44:15+00:002011-01-31 22:44:15updated26Added tag - connecting to the servers manuallydb131857Diego Baccino2011-01-31 22:43:23+00:002011-01-31 22:43:23addTag25Describe your changes heredb131857Diego Baccino2011-01-31 22:43:23+00:002011-01-31 22:43:23updated24db131857Diego Baccino2011-01-31 22:40:50+00:002011-01-31 22:40:50updated23db131857Diego Baccino2011-01-31 22:40:29+00:002011-01-31 22:40:29updated22db131857Diego Baccino2011-01-31 22:37:55+00:002011-01-31 22:37:55updated21db131857Diego Baccino2011-01-31 21:25:35+00:002011-01-31 21:25:35updated20Added tag - on-campus server accessas124909Smith, Austin2010-10-01 19:34:05+00:002010-10-01 19:34:05addTag19Added tag - accessing servers on campusas124909Smith, Austin2010-10-01 19:33:59+00:002010-10-01 19:33:59addTag18Added tag - dah buildingas124909Smith, Austin2010-10-01 19:33:51+00:002010-10-01 19:33:51addTag17Added tag - journalism serversas124909Smith, Austin2010-10-01 19:33:41+00:002010-10-01 19:33:41addTag16Added tag - jschool serveras124909Smith, Austin2010-10-01 19:33:38+00:002010-10-01 19:33:38addTag15Added tag - connectingas124909Smith, Austin2010-10-01 19:33:34+00:002010-10-01 19:33:34addTag14Added tag - serversas124909Smith, Austin2010-10-01 19:33:31+00:002010-10-01 19:33:31addTag13Added tag - connecting to serversas124909Smith, Austin2010-10-01 19:33:26+00:002010-10-01 19:33:26addTag12as124909Smith, Austin2010-10-01 19:27:15+00:002010-10-01 19:27:15updated11as124909Smith, Austin2010-10-01 18:40:45+00:002010-10-01 18:40:45updated10ed133104Elizabeth Duffy2010-02-12 16:41:42+00:002010-02-12 16:41:42updated9ed133104Elizabeth Duffy2010-02-11 20:59:04+00:002010-02-11 20:59:04updated8sb113896Steel Brooks2010-02-08 22:24:46+00:002010-02-08 22:24:46updated7sb113896Steel Brooks2010-02-08 22:24:22+00:002010-02-08 22:24:22updated6sb113896Steel Brooks2010-02-08 22:23:02+00:002010-02-08 22:23:02updated5sb113896Steel Brooks2010-02-08 22:18:56+00:002010-02-08 22:18:56updated4sb113896Steel Brooks2010-02-08 22:08:06+00:002010-02-08 22:08:06updated3sb113896Steel Brooks2010-02-08 22:04:09+00:002010-02-08 22:04:09updated2First createdsb113896Steel Brooks2010-02-08 21:20:17+00:002010-02-08 21:20:17created1wiki2016-09-22T18:29:55+00:00groups/jtech/wiki/04329FalseConnect to the SOJ servers manually/groups/jtech/wiki/04329/Connect_to_the_SOJ_servers_manually.htmlWheeler, Paul61 updatesConnect to the SOJ servers manually[image] To connect to the servers manually, click on the "Go" on the Finder toolbar and select the final option "Connect to server" (⌘K) Next a "...Falsepaul.wheeler2016-09-22T18:29:55+00:00paul.wheelerWheeler, Paul2016-03-31 21:05:34+00:002016-03-31 21:05:34updated20paul.wheelerWheeler, Paul2016-03-31 20:58:13+00:002016-03-31 20:58:13updated19paul.wheelerWheeler, Paul2016-03-31 20:57:28+00:002016-03-31 20:57:28updated18mark.uhdeUhde, Mark2013-03-20 22:03:15+00:002013-03-20 22:03:15updated17db131857Diego Baccino2012-04-24 22:35:08+00:002012-04-24 22:35:08updated16Removed tag - spring '10db131857Diego Baccino2012-04-24 22:33:38+00:002012-04-24 22:33:38removeTag15Added tag - hotdb131857Diego Baccino2011-08-25 20:54:22+00:002011-08-25 20:54:22addTag14db131857Diego Baccino2011-05-02 21:09:21+00:002011-05-02 21:09:21updated13db131857Diego Baccino2011-04-13 21:09:44+00:002011-04-13 21:09:44updated12Added tag - filesdb131857Diego Baccino2010-08-25 22:04:13+00:002010-08-25 22:04:13addTag11Added tag - backupdb131857Diego Baccino2010-08-25 22:03:53+00:002010-08-25 22:03:53addTag10db131857Diego Baccino2010-08-25 22:03:38+00:002010-08-25 22:03:38updated9db131857Diego Baccino2010-08-25 22:01:25+00:002010-08-25 22:01:25updated8ed133104Elizabeth Duffy2010-02-24 22:00:37+00:002010-02-24 22:00:37updated7ed133104Elizabeth Duffy2010-02-24 21:57:23+00:002010-02-24 21:57:23updated6Added tag - spring '10sl139175sl1391752010-01-14 21:28:40+00:002010-01-14 21:28:40addTag5Migrating from old repositorysl139175sl1391752009-05-06 20:49:07+00:002009-05-06 20:49:07updated4sl139175sl1391752009-02-23 23:24:00+00:002009-02-23 23:24:00updated3sl139175sl1391752009-02-23 23:23:31+00:002009-02-23 23:23:31updated2First additionsl139175sl1391752009-02-23 23:18:26+00:002009-02-23 23:18:26created1wiki2016-03-31T21:05:34+00:00groups/jtech/wiki/3b865FalseYou are responsible for backing up your files/groups/jtech/wiki/3b865/You_are_responsible_for_backing_up_your_files.htmlWheeler, Paul20 updatesYou are responsible for backing up your files [TimeMachine.png] We strongly encourage that you frequently back up your files using external storage devices, such as external hard drives, DVD's o...Falsepaul.wheeler2016-03-31T21:05:34+00:00paul.wheelerWheeler, Paul2015-11-18 17:49:48+00:002015-11-18 17:49:48updated4Added tag - hotpaul.wheelerWheeler, Paul2015-11-18 17:49:46+00:002015-11-18 17:49:46addTag3paul.wheelerWheeler, Paul2015-11-18 17:49:41+00:002015-11-18 17:49:41updated2First createdpaul.wheelerWheeler, Paul2015-11-18 17:43:00+00:002015-11-18 17:43:00created1wiki2015-11-18T17:49:48+00:00groups/jtech/wiki/d6c1dFalseOffice 2011 for Mac/groups/jtech/wiki/d6c1d/Office_2011_for_Mac.htmlWheeler, Paul4 updatesOffice 2011 for MacThis morning we experienced a hiccup with sending and receiving emails through outlook 2011 for Mac. For some reason user's passwords were lost insi...Falsepaul.wheeler2015-11-18T17:49:48+00:00kr234441Rahn, Kasey2014-08-25 16:40:02+00:002014-08-25 16:40:02updated3Added tag - hotkr234441Rahn, Kasey2014-08-25 16:39:57+00:002014-08-25 16:39:57addTag2First createdkr234441Rahn, Kasey2014-08-25 16:20:02+00:002014-08-25 16:20:02created1wiki2014-08-25T16:40:02+00:00groups/jtech/wiki/d83f5FalseMirroring Podium Computer Displays/groups/jtech/wiki/d83f5/Mirroring_Podium_Computer_Displays.htmlRahn, Kasey3 updatesMirroring Podium Computer DisplaysIf you need to mirror a display on a podium computer, follow these steps: 1. From your desktop, click the apple symbol. Select "System Preferences" ...Falsekr2344412014-08-25T16:40:02+00:00hot/groups/jtech/search/index.rss?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcomelist/groups/jtech/search/?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcomeRecent ChangesRecentChangesListUpdates?sort=modifiedDate&kind=all&sortDirection=reverse&excludePages=wiki/welcome0/groups/jtech/sidebar/RecentChangesListmodifiedDateallRecent ChangesRecentChangesListUpdateswiki/welcomeNo recent changes.reverse5search