In an effort to make the process of entering IT Requests a bit easier and taking some of the mystery out of the pipeline, we at Computer Services have designed a one-stop "How-To" list of the steps required. 

    Please follow each step as the information included can have a direct effect on the resolution of your incidents.  If at anytime you need further assistance, please feel free to call the Computer Services Dept.  Our number is listed at the bottom of the page.

• Begin by opening the KGBSD website (located at http://kgbsd.org).  When at the main page, select "Department" from the main top menu.

• From the "Department Links" section, click on "Work Orders" at the bottom of the list.

• At the next window you will be prompted to enter your email.  Enter your district email account in the field provided.  If someone is already logged in you will be asked if you are the account holder and provided with "yes" and"no" buttons.  If you are not the account holder click "no" and you will be provided a new login page.

• From the next page you will be able to choose which dept receives your request for assistance.  For a maintenance request click the tab at the top of the page labeled "Maint Request".  For help from the Tech Support Staff click on the tab labeled "IT Request".

• In Step 1 you are once again asked to verify your identity.  If the information in the fields is correct, proceed to Step 2.  If the info is incorrect, click on the "here" link highlighted in red.  This will allow you to re-attempt login.

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• Begin Step 2 by selecting the school where the incident exists from the drop down list.  Ignoring the "Building" and "Area" fields, move on to the "Area/Room Number" field and enter the room number where the incident occurred or where the asset can be found.

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• In Step 3 you will select the type of problem you need help with.  From the following list, select the problem type that most closely identifies the category of the incident.  For example, if you are having difficulty logging in to a program or machine you would click on the "Accounts" icon.  Clicking an icon reloads the page and shows an "OK" state for the type selected.

• If you are having a technical emergency check the box supplied and call the tech staff immediately.

• If the incident is urgent and requires the immediate attention of the tech staff please make yourself available to assist in its resolution.  Repeated failed attempts by the tech staff to reach you will result in a "closed" status for your request.

• Step 4 is your opportunity to tell us in your own words exactly what is wrong.  Being as descriptive as possible and "to the point" will assist us in resolving the incident in a timely manner.  Our ability to assist you as problem-solvers increases with the amount of information you provide.  Help us, help you.

• It is also important to note that each incident requires its own request.  Please do not add more than one item per request as this combined state will result in a "Closed" status. 

• If there is a visible Ketchikan School District tag (copper color with an asset number imprinted on the face), enter the asset number in the field provided.  This helps the tech staff to positively identify which item is having an issue.  If you cannot locate the tag or the tag is missing please leave the field blank.

• If the incident is time sensitive and requires prompt attention please indicate the date you would like it resolved by.  Clicking on the calendar icon to the right of the field will open an interactive calendar that updates the field once you select a date.

• Clicking the "Attach New File" link will open a window that will allow you to attach up to two (2) attachments with a file size of three (3) megabytes each. 
  

• Use this option to attach information that might be useful in resolving the incident.  For example, you might attach an email message you received about the incident or a screen shot of a software/hardware error message.  This is not a necessary step but can be useful if there is outside information you would like to include. 

• Before sending the request in you'll need to enter the Submittal Password.  If you have forgotten the password or were not initially provided one click on the "Forgot Password?" link.  This will open a window asking you to enter your district email address.  After you have entered a valid email address (verified automatically) the password will be sent to your account.  Retrieve the password and enter it to continue.

• This is the last step.  By clicking "Submit" you are sending the request to the Tech Support Staff.  Please take a moment before sending to verify the contents of the incident report.  Ensure that all names and locations are correct as well as the descriptions of the incident.  When you are satisfied that all information has been entered correctly, click the "Submit" button and a member of Computer Services will contact you for further information or as soon as the incident has been resolved 

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  This concludes the IT Request "How-To".  If you have further questions or suggestions, please don't hesitate to call the Computer Services Department at 225-0744.