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Generally these requests come into TDX via the Classroom Request queue, at which point TAG will handle adding the event to the calendar.
In some cases, however, tickets in the Classroom Incident queue will require scheduling a technician to meet with the instructor at some point in the process of resolving the issue.
Procedure
1. Create an event in the Training Calendar at the requested date and time, and assign it to the Ops Unassigned calendar.
- As a rule of thumb, for quick assists before the start of a class, make the event at least 30 minutes in length for easier visibility.
2. Add a link to the TDX ticket in the notes of the event, and add a short description of what the instructor needs assistance with.
- For example, for a room orientation you can say something along the lines of "general overview of classroom technology".
3. Send Jim Pyke a direct message on Slack letting them know to look for the event you just created. Jim will handle assigning the event to a technician available at that time.
- This is especially important if the event is occurring in 48 hours or less.
4. Update the ticket and notify the requestor of the date and time a technician will meet with them.
- If we are still waiting to get a response from the instructor with some specific information (for example what type of laptop they are using) you can update the ticket to "Scheduled".
- Otherwise you can simply resolve the ticket, and if the instructor sends us any updates, such as needing to change the meeting date, it will reopen the ticket.
- This process ensures that Jim is aware of any changes in a technician's schedule, and makes it easier for us to reschedule these events if a technician is out.
Additionally, you can always feel free to change a ticket's classification to "Request", and let the TAG team know that an orientation/assistance needs to be scheduled.
If you have any questions feel free to reach out.
- Logan, Randall & Jim 2/03/26