Solano Community College Technology Services and Support

Helpdesk Standards

Please Contact the Helpdesk First!

If you have problems with or questions about any technology related issues regarding District equipment please contact the Helpdesk by using our easy online form, by email at helpdesk@solano.edu or call ext. (x4690). Please do not contact any of the TSS staff members directly. The Help Desk centralizes our response system so we can accurately prioritize our work, and take care of the high priority cases first.

Response Time

Helpdesk attempts to create Tickets within 10-15 minutes upon notification by email or voicemail of a District Technology related problem.

New Accounts and How Long It Takes to Create Them

New Accounts are created once Human Resources have advised the helpdesk that a confidentiality statement has been signed and is on file. A helpdesk ticket is created and assigned to the employee's Department Administrative Assistant or Dean. Credentials for new employees will be generated within 24 hours of notification from HR. Once we have received HR notification a userID and a Passcode will be sent to the division Dean or Administrative Assistant.

Changing/Issuing Passwords

The Helpdesk no longer provides the service of changing/issuing user passwords. All Passwords must be changed or created through the Quest Password Manager program. If you have a need to change or create your password visit www.solano.edu/technology/techtips.html and click on the link for Password Manager to get procedures to use the program.

NOTE: Users must be registered with Password Manager prior to attempting to change or create a password. Procedures for registering with Password Manager are located at www.solano.edu/technology/techtips.html. Click on the link for Password Manager.

Priority Levels of Tickets

All Tickets are assigned a priority level when created. The Priority of Tickets is as follows:

Level 1: Classroom Instruction Down – No work around
Level 2: Student Services Stopped – No work around
Level 3: Administration Services Stopped – No work around
Level 4: Classroom Instruction Impacted – Work around exists
Level 5: Student Services Impacted – Work around exists
Level 6: Administration Services Impacted – Work around exists
Level 7: Planned/desired changes/New Projects-future impact
Level 8: Unscheduled/unplanned/nonstandard item

Process for working on tickets that require User Credentials

Now that Technology Services will not have the ability to look up passwords any longer this will also change the way we work on helpdesk tickets.

Below is the process that technicians will now follow:

A technician will contact user regarding their issue/case and attempt to help via the phone.
If applicable the technician will use our remote access software to remotely access your system.
If remote access is not possible technician will visit user at their location.

Note: User must be present at the time the technician shows up to allow access to machine.

If user is unavailable at the time of the initial call then the options at that time will be:

Reschedule service at a later date. Date and time to be agreed on by both technician and user.
User can give technician permission to change user's password for the time of the service. User must go to Quest Password Manager afterwards and reset their system password.

Note: User permission must be in the form of an email and that permission will be added into the helpdesk ticket.

Using Team Viewer 5 Remote Access

The Help Desk will only use remote access tools with your permission. Our Team Viewer 5 solution will require the user to provide information to a TSS staff member in order for a remote session to take place.