Enhancements to Support Site Pages within the “Service Desk” Tab

During the school Easter holidays, we have rolled-out various enhancements to the “Raise an issue” and “View issues” pages within the “Service Desk” tab of the USO support site.

Service Desk | Raise an issue – Triage Questions

Depending on the topic selected, Nominated Contacts may now be presented with specific triage questions when raising a case. The purpose of these questions is to gather all pertinent information while the case is being raised.

Currently, you will only notice this change when selecting topic “Sophos”, “GridStore support (NOT sales)”, or “Internet access”.

Answering questions displayed on the triage screen is not compulsory – free-form text can still be entered instead of/as well during the final step. However, we would appreciate answers to the requested information so that the case can be handled more efficiently, and therefore resolved more quickly.

Service Desk | Raise an issue/ View issues – Affected Establishments

To better serve the increasing number of schools forming Multi-Academy Trusts (which often cross Local Authority boundaries) and similar growth in the number of support companies looking after schools spread across many boroughs, major changes to the structure of USO have been under development. These changes mean that lists of schools can now be organised according to different types of Group rather than only by geographic area/Local Authority.

As a result of the Easter changes:

1. Schools can now be picked from relevant groups during the “Raise an issue” process.
2. The “Affecting LA” drop-down list on the “View issues” page has been replaced by “Affecting group”.
3. Users who have to pick an LA when logging into the support site will now be able to create/manage cases for any of their schools in any of their LAs by selecting the default/top option in the pick list.

Schools who are part of a Multi-Academy Trust which is not listed on the support site are welcome to have an appropriate Group created – just raise a case containing the name of the MAT, the DfE codes of the member schools, and the URL of an official public website which confirms this information.

We hope that these changes are beneficial to you. As always, do not hesitate to contact the Service Desk if you experience any problems.

To be kept up-to-date and informed of any future announcements of this nature, we recommend that you download the ParentComms:Mobile app.

http://www.atomwide.com/mobile/staff_info.html

Many thanks,

The Atomwide Support Team

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