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The following information should be included on all types of tickets submitted to the SSDT Support Service Desk. Please use this list as a means to summarize the issue/question the district has asked and include any relevant information and attachments. Please do not forward an email chain from the district as the formatting can be difficult to read in the helpdesk.

  • District Name
    • Including the district name and/or IRN will ensure the most efficient timeline for us to be able to pull the accurate backup if that is needed.

    • Including the name is also helpful for search reasons. We often search all tickets to see if a current ticket may be related to a previous question from a district. The more consistent you can be with including the district by name, the better results we’ll get in these searches. This may also benefit you when searching SSDT tickets for other tickets that your ITC has entered for that district.

      Info
      titleDistrict Backup

      For districts that backup nightly to Management Council, SSDT can pull the backup through VRA. For those that do not, use the linked walkthrough to /wiki/spaces/rtd/pages/2754705.


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  • General Information (see above for details)
    • District Name
    • Time Sensitive
    • Record Specific Information
    • Reports
    • Errors
  • Question: Please include a summary of the situation/question.
    • Include the specific page, program, or report in the software your ticket is related to
    • If you have screenshots, please attach those to the ticket

    • If the question you are including is copied directly from the district’s email/ticket to you, please include additional information on what you’ve looked at so far

  • Testing: Discuss with the district and take note of any district specific processes that may be relevant. Include details related to your testing, example transactions, steps taken, etc. in your ticket. Depending on the issue, it can be helpful to use a test instance of their data to review the process they are asking about. Questions that are not related to making database changes (ex. running a report) may be tested in their live instance.
    • If you are unable to confirm the same details reported by the district, please include a summary of the steps you’ve attempted.

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  • General Information (see above for details)
    • District Name
    • Time Sensitive
    • Record Specific Information
    • Reports
    • Errors
  • Description of the Issue: Please include a detailed description of the behavior that the user is experiencing. 
    • Include which specific page, program, or report in the software is impacted
    • If you have screenshots that illustrate the issue, please attach those to the ticket
    • If the bug report you are including is copied directly from the district’s email/ticket to you, please include additional information on what you’ve looked at so far
  • Recreate the Issue: Discuss with the district and take note of the actions they took directly prior to receiving the error or encountering the issue. We recommend creating a test instance of their data to try to reproduce their issue. Issues that do not require database changes (ex. running a report) may be recreated in their live instance.
    • If you can successfully recreate the issue, please include an example with the steps to recreate in the ticket.
    • If you are unable to recreate the behavior reported by the district, please include a summary of the steps you’ve attempted.
  • Determine if this is specific to a district or user: If you are able to recreate the behavior in a test instance, attempt to determine if this is user or district specific. Take note if it only happens with the user that reported or if you were able to get that same behavior with another user. Attempt the test with another district's data to determine if it only happens for the district that reported the bug.
    • In a situation where multiple districts are reporting a bug at once, include the name of all districts and if there are any similarities/differences.

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