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This article will guide you on how to contact the Silverband Help Desk and Service Team, create a Help Desk ticket, report issues and outages, place requests and updates, and communicate with the Help Desk Team using Slack (instant message service).
Assumptions
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Workflow
For cases where you have a question that has an answer that we can immediately provide, contact us via Slack. Follow the instructions on this the workflow link below (If this is the first time that you’re making contact with us.):
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Anything that requires us to investigate further or provide detailed instructions or troubleshooting steps, should be raised as a ticket. Follow the instructions on this the workflow link below (If you’re not yet familiar with our ticketing system., else, click directly on our Customer Portal link):
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Assumptions
NOTE
Each institution will normally have one or two key people with whom Silverband will communicate. These key people are your Authorised Paradigm Contact(s). These contacts are assigned by your institution as people from whom Silverband will accept tickets, requests and other communication. If communication is received from other users, Silverband will refer these issues to the Authorised Contact(s) from your institution, and the issue may not be acted upon.
Workflow
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https://slack.com/intl/en-au/downloads/windows https://slack.com/intl/en-au/help/articles/207677868-Download-Slack-for-Mac
NOTE: Each institution is assigned their its own Channel to report issues, ask for help etc.
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NOTE: Any issues that requires further investigation and detailed instructions should be raised as a ticket.
https://silverband.atlassian.net/servicedesk/customer/portals
 
Description: Describe in as much detail as possible the issue or request, include including examples, student numbers, or the URL of a page as required. Attachment: Attach files, screen shots screenshots and examples as required. 
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