Thursday, June 15, 2017

How to Access the Remedyforce Self Service Portal

Remedyforce, the IT service management system used by the Excelsior Springs School District Technology Department, provides multiple ways to access its services.  Using a web browser such as Chrome, Firefox, Internet Explorer, Edge, or Safari users go to https://essd40.my.salesforce.com.  The Salesforce1 app (the platform used by Remedyforce) is available for iPhones, iPads, and Android phones or tablets.  Download the Salesforce1 iOS app from the Apple Play Store and the Android App from the Google Play Store.

Web access on any device requires login each time.  Using Google Apps for Education, the login process is easy.  The iOS/Android apps have an initial setup with several steps but once setup, the app remains authenticated for quick access.

Scroll to the section Web Access for the instructions on how to login to Remedyforce using Google Apps for Education.  Scroll further down to the iOS and Android App section to see the one-time setup instructions for the apps.

Note:  Click on any image to enlarge for greater detail.

Web Access

(scroll down for iOS/Android app instructions)

Users who will be primarily accessing Remedyforce from a desktop or laptop computer are strongly encouraged to bookmark the https://essd40.my.salesforce.com page and/or place a shortcut on the desktop (if one is not already there).

Follow this link https://essd40.my.salesforce.com to access the self-service portal.  At the landing page, select Google Apps for Education.




At the "Sign in with your Google Account" page, enter your district Gmail address (e.g. username@ga.essd40.com), select Next, enter your password, then select "Sign in."









On the Remedyforce portal home page, select "Remedyforce Self Service."







The Self Service portal is similar to the image at right.













Wednesday, June 14, 2017

Transition to RemedyForce


Old habits are tough to break.  For over a decade, ESSD40 staff have requested IT support by email.  But the day-to-day IT service needs of the district have changed with the introduction of the 1:World initiative.  Tech department staff must work more efficiently to handle the increased demands of all the additional devices.  And IT service management standards have changed as well in the past decade.  The time has come for change.

On July 3, 2017 the Technology Department will begin a transition to a new system, BMC Remedyforce, as our IT service management system.  RemedyForce is a cloud-based service (as opposed to Track-It which is housed on a server in the district datacenter) that is built upon the SalesForce.com platform.

For the past 10 years Track-It has served as an excellent tool but the district IT service needs have grown beyond what Track-It can support.  RemedyForce provides better access for all staff to IT support services through a self-service portal that's available through a web browser or an iOS or Android app.

For district staff, the process of requesting IT support will evolve to the use of the self-service portal that empowers staff, leverages mobile resources and automates the help request process.  For a short period of time after July 3, RemedyForce will accept IT requests via email but a new email address will be used:  itservice@ga.essd40.com.  Once the tech staff have developed request templates in the self-service portal for staff use, email submission of IT requests will cease.  At that point, all IT service requests will be submitted through the self-service portal.

More information will be posted as the switch-over date approaches including how to login to the self-service portal.  Desktop shortcuts to the web portal will be placed on staff Windows and Mac desktops and the iOS app will be pushed to devices as well as available in Self Service.  Email notifications will alert everyone to new information posted here on the tech blog.

Monday, June 12, 2017

May 2017 By the Numbers

The total of new tickets exceeded the total of tickets closed for the second time in as many months for May 2017.  In addition, this month was the second highest May for the past 4 years.  Here are the details complied from the help desk ticket system.












Friday, May 19, 2017

End of School Year Instructions

Looks like we made it through another school year!  Here's a link to the end of year Technology Department instructions https://drive.google.com/open?id=0B-Lv221DwRt4dHRYWmZ5bkRkSEE.  A district Google Apps account is needed to access the document.

Have a great summer!

Apple ID Change

By the end of Summer 2017, the server that hosted email for the @estigers.k12.mo.us addresses will be shutdown as detailed in this post http://estigertech.blogspot.com/2016/12/act-now.html.

If you use your district email address as your Apple ID, a very important transition you should make is changing your Apple ID from the old @estigers.k12.mo.us to your @ga.essd40.com address.  Apple provides detailed instructions on how to do this at https://support.apple.com/en-us/HT202667.

Monday, May 8, 2017

April 2017 By The Numbers


April 2017 came in at the 2nd highest April for the past 4 years with the number of opened tickets slightly exceeding the number closed.  Here are the details compiled from the help desk ticket system.  See April 2016 here.












Monday, April 3, 2017

March 2017 By The Numbers


March 2017 became the 2nd highest month for new help requests for the department.  Here are the details as compiled from the help desk ticket system.  See March 2016 here.