Contacting the Mnchoices/SSIS Help Desk

Contacting the MnCHOICES/SSIS Help Desk

5/13/2015

Purpose: To establish guidelines for MnCHOICES mentors communicating with the help desk about issues when working in MnCHOICES.

1.  Mentors, use your troubleshooting documents.

a.  Clear caches. Only clear Isolated Storage if the user is sure all documents and data are online and saved to the server. Refer to Cache Procedures Troubleshooting Tip Sheet.

b.  Do not forward issues directly from users. Use your mentor knowledge and the troubleshooting documents to investigate the problem before contacting the help desk.

c.  Ensure the issue is within MnCHOICES and not related to agency equipment/network.

2.  Mentors may submit training, policy and technical questions or problems they are not able to resolve to the MnCHOICES help desk.

3.  Questions and problems may be submitted two ways:

a.  Use the MnCHOICES Help Desk Contact Form (DHS-6979-ENG)

b.  Call the help desk at 651-431-4801

4.  Tips for submitting the DHS-6979:

a.  Always include a screenshot(s), if possible, particularly if there is an error message.

b.  Only include the affected area in your screenshot:

c.  If you have more than one monitor, include only the applicable monitor in the screen shot:

d.  If you need assistance in how to create a screenshot, and/or how to cut off the second monitor, please see this website: How to Take a Screenshot

e.  Be as specific as possible about the steps taken by the user just before the problem happened. The more you can tell us about the issue, what you’ve done to try to resolve it, examples of what happened, etc., the easier it will be for us to help you in a timely manner. More information is always better.

5.  If the help desk staff responds with questions, answer ALL of the questions. If you don’t know the answer, tell the help desk staff that you don’t know.

6.  When the help desk provides a solution, or several suggestions to try, provide feedback to the help desk about the outcome of the solution. This feedback helps provide instructions to other lead agencies with the same issue in the future.

7.  If you have not received a response from the help desk within 48 hours, feel free to send a follow-up email asking about the status of your issue. When you send a follow-up email:

a.  Use this email address

b.  Do not send email directly to a MnCHOICES help desk staff member

c.  Start a new email message

d.  Include MnCHOICES in the subject line of the email and also some detail about the issue. For example:

·  “MnCHOICES – Follow-up for freezing up submitted 05-01-15”

·  “MnCHOICES – Follow-up required questions not going to zero submitted 05-03-15”

·  “MnCHOICES – Follow-up login problems submitted 05-11-15 ”

·  “MnCHOICES – Follow-up offline no icon on desktop submitted 05-13-15”

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