New Tech Work Order System February 2016

Due to continual problems with the TrackIt Technology Work Order System, we have decided to implement a new web-based technology work order system.  Follow the instructions below to gain access to it.  

The first time you log in:

1. You will need to create your account so, you may want to do that straight away so when you need it you don’t have to bother with these steps.
2. Click on the TrackIt icon or the new TechHelp icon on your desktop and you will be taken to the new ticketing system.
1. Alternatively, you may browse to helpdesk.hartlandschools.us.
3. Click the Sign-In link in the upper right.

4. Enter your UserID and Password in the field’s provided.  (You may enter your Active Directory User ID (computer login) and password OR you may type your email address and your Active Directory User ID (computer ID) and password.  
   
   In the example below, the user edieusher@hartlandschools.us would have typed in her computer password (not email password if different) in order to access the system.  The user could have also entered “edieusher” as her userID instead of her email address.  

5. Click the “Sign in” button.  
6. This will create your new account.  

Submit A New Work Order

1. Once logged in you will see the window below.  Submitting a new ticket is easy:  With the “Open a New Ticket” button highlighted or clicked, select the “Help Topic” dropdown and select the topic that best matches the topic of the problem you are experiencing.  

2. Click the “Create Ticket” button after selecting the “Help Topic” from the dropdown.
3. In the fields provided, please include a summary of the problem, a detailed description (as detailed as possible), your building, room number, and phone number we can best reach you.  
4. Click the “Create Ticket” button.
5. You will receive a confirmation email.  

Review An Existing Ticket

1. To review any of your open tickets, simply click on the “Tickets” tab.

2. From here you may review any ticket you have open simply by clicking on the hyperlink that corresponds to its ticket number.  In the example screenshot, the far left hand column under “Ticket #” provides the hyperlinked numbers upon which you can click to open an existing ticket.  

3. From here you may review any technician updates made to your ticket or post a reply yourself.  

Reply via Email

You will also receive an email from the ticketing system once a new work order is opened and anytime a technician posts an update or reply to your ticket.  In addition to logging into the ticket system to post a reply or request a status update, you may reply to that email that you receive to post your reply or add an inquiry to the ticket.  

Activate Instruction in Illuminate

Activate Instruction is a free online tool, accessible through Illuminate. This tool will help you to create and locate K-12 resources that can assist students in learning. Create your own playlist or follow other teachers' playlists...sign up and begin searching.

https://drive.google.com/a/hartlandschools.us/file/d/0B1yxW53z0KwoM3VVWS1GTzVwakE/view?usp=sharing

Wireless Guest Network Not Prompting for Acceptable Use Policy Page

Any end-user (Staff, Student, Parent, Visitor) can bring their personal electronic device to Hartland Schools and connect to our "Guest" Network.

When end-users connect to the "Hartland-Guest" network they are supposed to be prompted to click a button to "Accept" the district's Acceptable Use Policy.

Once this screen appears, the end-user can usually just click on the "Continue" button and the Acceptable Use Policy will appear prompting the user to "Accept" it.  

If you have difficulty:

We have heard of some end-users not being presented with this prompt once they have attached to the "Hartland-Guest" network.  (It does not pop up automatically.)

If you do not receive this prompt once you select the "Hartland-Guest" wireless network, follow the instructions below:

Open your browser and in the address field type the following:  http://1.1.1.1
Then press enter.

You will be prompted with the following window:

This usually scares people but rest assured it is okay.  Click "Advanced."

Again you are greeted with what looks like it may be a scary window.  Click "Proceed to 1.1.1.1 (unsafe).  It is perfectly safe to do so.

You are finally at the Acceptable Use Policy and can now read and "Accept" it so you can begin browsing.  

Bypassing Internet Content Filter (Lightspeed)

As we all know, school districts are required to responsibly block inappropriate websites.  Sometimes, however, sites get blocked that should not be.  Adult users at HCS have the ability to override the filter for certain categories of sites, such as "Social Media".  

More and more sites have been switched to include encryption making the website more secure.  This is generally denoted by the "s" at the end of the http in the address field of your web browser and looks like this:

Our filter deals with these sites with no problem but when a staff member attempts to browse to one of these sites the Lightspeed filter is supposed to prompt you with a blue Lightspeed blocked page.  This page has a link toward the top on the left that requests you to log in.  Click the "(Not you?)" link and you will be prompted to log in.

Use your Active Directory (computer) UserID and Password to login to the Lightspeed Filter.  Click the login button and you will be logged into the filter for a period of 15 minutes enabling you to go to sites that are normally blocked but not considered to be explicit (containing "Adult" content).  

Sites that use the encryption (https://) confuse our filter a bit and cause it to have a bit of difficulty prompting with the "(Not you?)" link.  In this case, you may encounter a page that looks like this and from here you may not know what to do:

When you encounter a problem getting to a site that does not give you the blue blocked page yet you still need to bypass the filter, you can always browse to the following address:

http://blocked.hartlandschools.us

Here you will encounter the Lightspeed login page:

Use your Active Directory (computer) UserID and Password to login to the Lightspeed Filter.  Click the login button and you will be logged into the filter for a period of 15 minutes enabling you to go to the site.