Thursday, July 13, 2017

School Year 2016-2017 By The Numbers

School year 2016-17 came in as the highest year ever for the total number of total new help requests at 6,554.  Here are some snapshots compiled from the Track-It help desk system.










Thursday, June 29, 2017

How To Request Tech Support

As was announced in a previous post http://estigertech.blogspot.com/2017/06/transition-to-remedyforce.html the Tech Department IT service management system is now BMC Remedyforce.  Take a look at the video below to see the simplified and streamlined process of requesting technology services support.





For a detailed explanation of how to access the self-service portal, check out this blog post http://estigertech.blogspot.com/2017/06/how-to-access-remedyforce-self-service.html

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.  Remedyforce is a cloud-based service and accessible from anywhere and on any device that has Internet connection.

On any district-managed device (such as a desktop computer, laptop or iPad) look for the icon shown at left.  Selecting this icon will open the default browser on the device and point the browser directly to the Remedyforce page.

For any device not managed by the district such as your personal computer, laptop or phone, enter this URL https://essd40.my.salesforce.com into the browser to access Remedyforce.

Remedyforce is built on the Salesforce web platform and Salesforce provides a robust app for mobile devices called Salesforce1.  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 for the first 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 in addition to the icon placed on the device by the Tech Department.

Begin by either selecting the icon on the desktop or home screen (example shown at right) or enter this link https://essd40.my.salesforce.com into the browser to access the self-service portal.

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.












This video steps you through an overview of the self-service portal and how to request service through the portal.



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.