Nolato contour

In an effort to better manage help tickets, we are introducing some guidelines to the priority levels. There are currently 4 different levels and each has a different expected response time goal during a typical work day and business hours (7AM – 6PM M-F). Outside of these hours, issues will be dealt with based on priority and availability.  We would like them to be used as follows:

When selecting a priority for something that is not listed above, please select it based on the priority to Nolato, not just the priority to yourself.  If we see things that are marked incorrectly, we will manually change the priority.

To help us solve issues faster, please try to follow these ticket guidelines.

• If you get an error, please let us know what you were doing when you got the error and the error details.  Also if it happens all the time or only on that specific issue.
• Send us any relevant screenshots
• Reboot the PC and see if the issue goes away
• Give us a full description of the issue
• Try not to create duplicate issues for the problem.  If you do not hear from us, feel free to call or respond to the ticket

An example of a poor ticket is as follows

                My response to this ticket would be “Can you send me a screenshot of the error you are getting”.  This would be after waiting for me to see the ticket and respond, and now we would be waiting for you to see my response and then my reply to that. This could have turned it into a multiple hour issue

A better ticket would be this

                From this, I can respond with the actual fix right away and the problem can be solved in the first reply.

Please see the attached word document for instructions on how to access the help desk, as well as how to navigate and use the help desk.

We require a help ticket to be submitted prior to work being done to be able to ensure we track our time.  A help ticket will need to be submitted for anything such as a PC problem, account lockout, a new PC/component, or an IQMS issue.  We still require the correct paperwork to be filled out (Form 1318 for an access request or form 1364 for a hardware/software request).

The only exception to this rule is help tickets will not be needed before work is started in high-priority situations, or if the user is currently locked out.  If your account is locked out and you do not have access to put in a ticket, please put one in immediately after your account is unlocked.  In an emergency, IT can be contacted by whatever means necessary and the user can submit a help ticket after IT has been notified.  Please follow the instructions in Guideline 071 (which is on every desktop in the building).

To enter a help ticket, log into the web portal using the Nolato contour help desk icon on your desktop, by clicking the following link: https://nolatocontour.freshdesk.com/support/home, or by sending an email to support@nolatocontour.freshdesk.com.

Logging into the web portal will allow you to create tickets, view your current tickets as well as view solutions articles.

When submitting a ticket, please put the asset tag number (should be visible on PC or Laptop) and a short description of the problem in the subject line and a full description of the problem in the message body.  Any relevant images can be pasted into the message body or saved as an attachment.

If you are submitting a ticket for an account lockout or any other thing that is not a PC, please just put a short description in the subject and the relevant information in the body (which account is locked out, etc.).  

Any user without email access can have a lead or supervisor submit a help ticket.

You will receive email notifications of what is happening with the ticket, and you can reply to one of these to add information or to answer questions.