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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
NOTE
Each institution will normally have one or two people, key people with whom Silverband will communicate with. These key people are your Authorised Paradigm Contact(s). These contacts are the institution assigned people with who Silverband will accept tickets, requests and communication with and from. If communication is received from other users, Silverband will refer these issues to the Authorised Contact from your institution, and the issue may not be acted on.
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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| minLevel | 32 |
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| maxLevel | 32 |
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| exclude | Ticketing |
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| style | none |
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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):
| Table of Contents |
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| minLevel | 32 |
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| maxLevel | 32 |
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| exclude | Slack |
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| style | none |
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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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| title | How to Contact the Silverband Help Desk - Instant Message Via Slack |
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| How to |
Contact the Silverband Help Desk - Instant Message Via Slack
| Info |
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INFO: Each institution's key authorised contact(s) is assigned a Slack profile to communicate with the Help Desk team via Slack (instant message). Slack is intended for cases where you have a question that has an answer that we can immediately provide. Anything that requires us to investigate or provide detailed instructions, should be raised as a ticket (see below instructions on How to Contact the Silverband Help Desk - Ticketing System). |
Click the link below (depending on your Operating System) to download Slack. https://slack.com/intl/en-au/downloads/windows https://slack.com/intl/en-au/help/articles/207677868-Download-Slack-for-Mac Sign in to the Silverband workspace by clicking on this link: https://silverband.slack.com/ Enter the login details assigned to you.NOTE: Each institution is assigned their its own Channel to report issues, ask for help etc. | Info |
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INFO: Now that you are in Slack, you can now start communicating with us. You can address your message to one or more of our team members by typing the '@' sign before your message and choose choosing a name. You can also check their availability by checking on the status circle beside their names: green indicates available. |
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| title | How to Contact the Silverband Help Desk - Ticketing System |
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| How to |
Contact the Silverband Help Desk - Ticketing System
NOTE: Any issues that requires further investigation and detailed instructions should be raised as a ticket. https://silverband.atlassian.net/servicedesk/customer/portals Once you’re logged in, click the Common Requests option, and then Request Support.| Info |
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INFO You also have the option to add or remove existing Contact Persons in your institution by clicking the Change to nominated contact menu. You choose the Report system offline option for urgent assistance in restoring your system back online. |
  Summary: Enter a summary or title of the issue or request. 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.  Click the Send button. A duplicate copy of the request will be sent to your designated email address. |
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