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Overview

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 the workflow link below (If this is the first time that you’re making contact with us.):

Anything that requires us to investigate further or provide detailed instructions or troubleshooting steps should be raised as a ticket. Follow the instructions on the workflow link below (If you’re not yet familiar with our ticketing system.):

 How to Contact the Silverband Help Desk - Instant Message Via Slack

HOW-TO Contact the Silverband Help Desk - Instant Message Via Slack

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).

1 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

2 Sign in to the Silverband workspace by clicking on this link: https://silverband.slack.com/

3 Enter the login details assigned to you.

NOTE: Each institution is assigned their own Channel to report issues, ask for help etc.

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 a name. You can also check their availability by checking on the status circle beside their names: green indicates available.

 How to Contact the Silverband Help Desk - Ticketing System

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.

1 Click the link below to log in to our Help Desk Portal:

https://silverband.atlassian.net/servicedesk/customer/portals

2 Once you’re logged in, click the Common Requests option, and then Request Support.

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.

3 Summary: Enter a summary or title of the issue or request.

Description: Describe in as much detail as possible the issue or request, include examples, student numbers, or URL of page as required.

Attachment: Attach files, screen shots and examples as required.

4 Click the Send button. A duplicate copy of the request will be sent to your designated email address.

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