Technical Support Guide - Alamogordo Public Schools › Help-PDF › Synergy_SIS... · Chapter3:Community 26 WelcometoCommunity 27 Registration 27 UsingCommunity 29 AccessingtheCommunity

STSG-010113

Technical Support Guide

Release 2019

June 2018

The Edupoint software and any form of supporting documentation are proprietary and confidential.Unauthorized reproduction or distribution of the software and any form of supporting documentation is strictlyprohibited andmay result in severe civil and criminal penalties.Information in this document is provided in connection with Edupoint Educational Systems, LLC. products. Nolicense to any intellectual property rights is granted by this document.

The screens, procedural steps, and sample reports in this manual may be slightly different from the actualsoftware due tomodifications in the software based on state requirements and/or school districtcustomization.

The data in this document may include the names of individuals, schools, school districts, companies, brands,and products. Any similarities to actual names and data are entirely coincidental.

Copyright ©2013-2018 Edupoint Educational Systems, LLC.

Edupoint, Synergy Student Information System, Synergy Special Education, Synergy Assessment,TeacherVUE, LessonVUE, StudentVUE, and ParentVUE are registered trademarks of Edupoint EducationalSystems. Inspect is a registered trademark of Key Data Systems. Google and theGoogle logo are registeredtrademarks of Google Inc. Apple and iPad Pro are trademarks of Apple Inc. Microsoft andOneDrive aretrademarks of theMicrosoft group of companies.

Other names and brands may be claimed as the property of others.

Copyright 2013-2018 Edupoint Educational Systems, LLC.

About This ManualEdupoint Educational Systems, LLC. develops software with multiple release dates for the softwareand related documentation. The documentation is released inmultiple volumes tomeet thiscommitment.

This document serves as a reference for Edupoint's recommendations and Best Practices forSynergy processes. Due to the complex nature andmyriad configurations possible within theSynergy software, it is not feasible to include every possible scenario within this guide.

Conventions Used in This Manual

l Bold indicates user interactions such as a button or field on the screen.l Italics indicate the option to select or text to enter.l Notes, Tips, References, and Cautions appear in themargin to provide additional information.

Notes provide additional informationabout the subject.

Tips suggest advanced options orother ways of approaching thesubject.

References list another source ofinformation, such as another manualor website.

Cautionswarn of potential problems.Take special care when readingthese sections.

Before You Begin

Before installing any of the Edupoint family of software products, be sure to review the systemrequirements andmake sure the district’s computer hardware and softwaremeet theminimumrequirements.

Software and Document History

DocumentVersion

ReleaseDate

SoftwareRelease Description

1.0 Sep 2015 10.02 Initial release of this document

2.0 May 2016 10.03 Updated to 10.03

3.0 Jul 2016 10.04 Updated to 10.04

4.0 Dec 2016 10.05

l Added Welcome to Community

l Added Using Community

l Added Registration

l Added Managing Your Profile

- Aug 2017 2018 No changes

- Dec 2017 2018.01 No changes

- Jun 2018 2019 No changes

Technical Support Guide 3

Copyright 2013-2018 Edupoint Educational Systems, LLC

Table of Contents

About ThisManual 3

ConventionsUsed in ThisManual 3

Before You Begin 3

Software and Document History 3

Table of Contents 4

Chapter 1: Overview 6Welcome 7

Maintenance and Support Agreement 7

Maintenance 7

Support 7

Software Updates 8

Naming Convention 9

ReleaseManagement Services 9

Contacting CRC 10

Hours of Operation 10

Customer Resource Center Contact Information 10

Customer Resource Center Tools 10

Managing Issues 11

Emergency Issues 11

Significant SystemEvents 11

Standard Issues 11

WhoCanContact Edupoint 12

Working Issues 12

Making theMost of Support 13

Chapter 2: Using Synergy® Help Desk 14Synergy® Help Desk 14

Logging in to SynergyHelp Desk 14

Customer Dashboard Screen 15

Pending Development Tab 17

Customer Ticket Screen 17

Creating a Ticket 20

Closing Tickets 23

4 Technical Support Guide

Edupoint Proprietary and Confidential

Chapter 3: Community 26Welcome to Community 27

Registration 27

Using Community 29

Accessing the Community 29

Community HomePage 30

Filtering ByRoles 30

Reporting Posts 31

Searching and Sorting 31

Managing Your Profile 39

Changing Your Photo 39

Changing Your Roles 40

Chapter 4: Reports 41Customer Ticket Reports 42

CTK201 – Customer Ticket Details 42

CTK401 – Customer Ticket List 44

Technical Support Guide 5


Chapter 1:Overview

Welcome 7Maintenance and Support Agreement 7Software Updates 8Contacting CRC 10Managing Issues 11Making the Most of Support 13

Technical Support GuideChapter 1: Overview 7

WelcomeAt Edupoint, we strive to exceed our customer’s needs and expectations.We pride ourselves onproviding a level of service and support that is unmatched in the K-12 Student Information Systemmarket. Our Customer Resource Center (CRC) support team are experienced, customer-centricstaff members that go above and beyond to ensure your success.

Maintenance and Support AgreementEdupoint providesmaintenance and support services for the current version and the previousversion. For example, 2018 and 10.

Your maintenance and support agreement with us allows unlimited access to the CustomerResource Center (CRC).

Maintenance

Access to new features and functionality related to the core Synergy system released by Edupointwhich includes:

l Enhancements to improve the existing softwaremodulesl Improvements which include new modules or new functionality

Edupoint may establish separate pricing for the licensing andmaintenance of thesemodules.

l Changes necessary tomeet:

l State reporting requirements per specifications published by the respective state’sauthorized educational agency

l Federal reporting requirements per specifications published by the authorized federalagency

Support

The type of plan determines the level of support provided and whomay contact CRC.

l Basic Support Plan – The district provides first-level support for Synergy products using thedistrict personnel who are trained to support the Synergy SIS and Synergy SE products.When trained district personnel cannot resolve issues, authorized district personnel contactEdupoint’s CRC for resolution.This plan also allows participation in no-cost monthly webinars that:

l Introduce you to functionality that youmight not be familiar withl Enrich your understanding of the functionality you currently use


8 Technical Support GuideChapter 1: Overview

District staff members register for monthly webinars at:http://www.edupoint.com/SERVICES/CRCTrainingRegistration.aspx

l Premium Support Plan – Same as the Basic Support Plan with the following addition:l Attendance for a designated number of district staff members at the Edupoint annualNational Users Conference and other Edupoint sponsored events

l Direct Support Plan – Edupoint provides first-level support to school operations and districtoffice staff.

Software UpdatesEdupoint provides the following types of software updates:

l Releases include all functionality from previous releases andmajor framework changes. Theprevious version is uninstalled before installing the new release. The installation ismanagedby the installer included with the release.

l Continuous Enhancements released to all clients and contain the previous StatewideImprovements along with additional product changes. Install Continuous Enhancementsusing the ST Dashboard.

l Statewide Improvements contain critical, time-sensitive patches such as fixes,enhancements, and product changes. They are provided only to clients that require theupdate immediately. Install Statewide Improvements using the ST Dashboard.

l Other Updates describe an update for a specific feature and use no spaces or specialcharacters.


http://www.edupoint.com/SERVICES/CRCTrainingRegistration.aspx


Naming Convention

The naming convention assists in understanding the order in which releasesmust be applied to havea properly configured and supported system. Dependency is left to right and dependent releasesmust be applied first. For example, 2018.01must be applied before 2018.01-AZ.a.

The release designator ismade up of a total of 20 characters. The following illustrates the namingconvention for Edupoint’s software releases.

State Specific Releases

l State Codes follow standard U.S. Postal Service abbreviations.l State Increments start with the alpha identifier of a and continue alphabetically per state asthey are released.

l Increment sequence is shared by the state and district.l When a new Continuous Enhancement is released the State Increment is reset to a.

Releases frommultiple states are incompatible and should not be appliedto the same system. For example do not apply 2018.01-CA.b to a systemwith 2018.01-AZ.a installed.

Release Management Services

If using ReleaseManagement services, Edupoint applies all software updates to the client's system .These updates are applied during off-hours tominimize any disruption to end users.

When an update is available, the Technical Services administrator assigned as the releasemanager:

l Contacts you to schedule a time to upgrade your systemwhen it is convenient for your district.l Defines critical changes and anymodifications youmust make based on the new functionality.l Installs updates in the test and production environments.l Notifies you when the system is updated.



Contacting CRC

Hours of Operation

Standard support by the Customer Resource Center is available from 6:00 AM to 6:00 PMMountainStandard Time (Arizona Time) Monday through Friday. Edupoint annually provides a list ofcompany holidayswhen the offices are closed and standard support is unavailable. Generally, theseinclude:

l Presidents Dayl Memorial Dayl Independence Dayl Labor Day

l Thanksgiving Eve (1/2 day)l Thanksgiving (Thursday – Friday)l Christmas Eve (1/2 day)l ChristmasWeek (5 days fromChristmasDay – New Year’s Day)

Customer Resource Center Contact Information

Address: 1955 Val Vista Drive, Suite 200Mesa, AZ 85204

Toll-Free Number: (877) 899-9111Toll Number: (480) 633-7300FaxNumber: (480) 633-7301Email address: [email protected] site: https://support.edupoint.comBusinessHours: Monday – Friday, 6:00AM– 6:00PM (MST)

Customer Resource Center Tools

CRCmaintains various tools to provide help, including:

l VPN connectivity to allow our staff hands-on access to your system to troubleshoot issues.l GoToMeeting sessions for live demonstrations and to allow the district support personnel todemonstrate complex issues to CRC.

l Client test environments where Edupoint staff test updates, patches, and releases on actualclient data to reduce issueswhen updates are released.


mailto:[email protected]

https://support.edupoint.com/


Managing Issues

Emergency Issues

Support outside of standard support hours is available for high severity issueswith the productionenvironment only.

A high severity issue is defined as:

l You are unable to use any of the functions in the system.l The Synergy system locks up or users are exited from the system.l An application fails to launch.l The issue contributes to data corruption or loss.

To reach a specialist after hours, call the CRC number and follow the prompts as directed.

Significant System Events

To ensure Edupoint has the appropriate staff available to assist you when performing significantsystem events that could potentially create a critical issue with the production environment, contactCRC at least two (2) days prior to the event.Edupoint provides a separate contact number to reach on-call staff in the event an issue occurs.

Standard Issues

Submit issues through our Customer Resource Center using:

l SynergyHelp Desk or email at any timel Telephone during standard support hours

Edupoint works standard issueswith due diligence and resolves them as quickly as possible duringstandard support hours. Due to variances in all issues, a standard resolution timeframe is notavailable.

Issues submitted:

l During Edupoint’s standard support hours are responded to within four hours.l Outside of Edupoint’s standard support hours are responded to by 10:00 AMMountainStandard Time (Arizona Time) on the next available standard support day.

Track issue status online at any time to stay informed of the progress.



Who Can Contact Edupoint

Three district individuals are authorized to contact the CRC for assistance.

l All other district personnel must contact the first-level support forassistance unless the district is on a Direct Support Plan.

l If an unauthorized district user contacts Edupoint, they are referredto the authorized district support staff for assistance.

Working Issues

When an issue is found, prior to contacting CRC:

1. Investigate the issue:

l What needs to be accomplished?l What is occurring?l When did it start?l Does it only occur during certain times of the day?l Does it happen for all students/teachers/users?l Does it happen on all machines/logins/operating systems/browsers?l What is different or has changed from the last time this worked? (Installed a patch, newpermissions, different filters, network differences?)

l What is the same as the last time this worked? (Same user, same computer, samefocus school?)

l What has already been done to address the issue prior to calling?

2. Try to replicate the issue:

l Does it only happen on the same screen or across different screen?l Does it only occur at the same time of day or at different times?l Does it happen for the same student/teacher/user or for any student/teacher/user?l Does it only occur in a particular environment: test, training, live or any environment?

3. Escalate (if necessary)

l To others within your organizationl ToCRC, if the issue cannot be resolved internally

When a resolution is determined, resolve the issue:

l Through educationl Modifying the setupl Changing the business process



l Modifying the softwarel Updating hardware or software

Making the Most of SupportDistrict Support Staff

l Ensure district support staff has adequate training to help district users.l Ensure the district support staff thoroughly reviews the Release Notes and EdupointTechnical Notifications (ETNs) and prepare for any changes that may affect the districtimplementation of each release.

l Attend the annual Users’ Conference and post-conference training sessions to keep abreastof enhancements to the Synergy product line.

l Attendmonthly online training sessions focused on timely topics throughout the school year.

District Users

l Ensure district users are properly trained in the use of Synergy products.l Ensure users receive training on the updates after new releases are installed.l Refresh the training for processes that occur annually, such as Scheduling.

Software Updates

l Keep the district current with the latest version of Synergy products by upgrading whensoftware releases are available. These include Statewide Improvements, ContinuousEnhancements, and Annual Releases.

When Issues Occur

l Troubleshoot the problem prior to contacting CRC.l Escalate issues you are unable to resolve to CRC by submitting a ticket to the SynergyHelpDesk. Be as detailed as possible:

l Provide a thorough report of the problem including a clear description of what occurredand when.

l Collect accurate and thorough information from the users with respect to what theywere doing at the time, exact steps they took, and what they experienced.

l Report all steps taken to troubleshoot the problem including the steps to taken toreproduce the issue.

l Attach any screen shots or documentation to the ticket.

l Ensure CRC has direct access to the district databases to troubleshoot issues.


Chapter 2:Using Synergy® Help Desk

Synergy® Help Desk 14

Synergy® Help DeskThe SynergyHelp Desk is a web-based collaboration tool that uses the sameinterface and functionality present in the Synergy Education Platform products.

SynergyHelp Desk:

l Allows you to track reported issues and enhancement requests andmanagethem to completion

l Routes tickets through the processwith notifications to get issues resolvedl Provides status informationl Offers self-service customer support, providing detailed ticket descriptionsand issue resolution using a Dashboard that simplifies school district ITmanagement

Logging in to Synergy Help Desk

1. Navigate to www.edupoint.com.

EdupointWebsite

2. ClickCustomer Login. The Support Login page displays.

http://www.edupoint.com/

3. Enter yourCustomer Logon Name andPassword.

SynergyHelp DeskScreen

4. ClickLogin.

Change your password on your first login.

The screens shown in the document may bedifferent than what is displayed online. Thefunctionality is the same.

Customer Dashboard Screen

TheCustomer Dashboard screen displays district issues categorized by ticketstatus: Open, Active, Pending, and Closed. If your office supportsmultiple districts,all of those districts and their issues display.

The Ticket Number or Title link on any tab opens theTicket screen for more detail on the issue.

Open Tickets Tab

TheOpen Tickets tab displays details of all of the district's open issues. The issuescan be sorted by the dateModified, Status, Sub Status, Ticket Number, Product,Module, Feature, and District Name.

A Sub Status in orange is a reminder that Edupoint needsthe district to reply to proceed with anywork on the ticket.

Customer Dashboard Screen, Open TicketsTab

Active Development Tab

TheActive Development tab displays:

l Tickets With Activity In Last 5 Days – Tickets that have had support orcustomer activity within the last five days

Customer Dashboard Screen, Active Development Tab

l District Issues Targeted for Development – District issues indevelopment and targeted for release

Nearly all the columns can be sorted except for the Titleand Description fields.

Pending Development Tab

ThePending Development tab lists district issues in development but nottargeted for release.

Customer Dashboard Screen, Pending Development Tab

Closed Tickets Tab

All of the district's closed tickets display on theClosed Tickets tab.

Customer Dashboard Screen, Closed TicketsTab

Customer Ticket Screen

Customer Ticket Screen

Description Tab

TheDescription tab displays:

l Ticket Numberl Titlel District Tracking Number –Optional for districts that have their ownsystem

l District Locationl Status –Open, Development, Customization, Closedl Sub Statusl Priority – Critical, High, Medium, or Lowl Contact Person – The district person responsible for the ticket.l Product – Select a product from the drop-down, such asGrade Book,Mobile Apps, Synergy SIS

l Module – This field becomes active once Product is selectedl Feature – This field becomes active onceModule is selectedl Received On – Date and time the ticket was createdl Found in Version – Select the version number where this problemoccurred

l Found in Environment – Select the environment where this problemoccurred

l Description – Enter a detailed description of the issue or requestedenhancement

l Steps To Repeat – Enter the steps that were followed when the issueoccurred

l Release Targets – Displays once the ticket is targeted for a release. TheTarget and Release Dates can be sorted ascending or descending.

Customer Ticket Screen, Description Tab

l Resolution – Displayswhen the ticket is closed

Customer Ticket Screen, Description Tab

Activity Tab

TheActivity tab keeps track of the actions applied to a ticket fromEdupoint supportservice and from the district that submitted the issue. These are items such as anote describing a status change or an email. Themost recent activity displays firstby default.

Customer Ticket Screen Activity Tab

The information includes theActivity Date,Activity Time,Activity Note, and theuser who created the activity. TheActivity Date and Time can be sortedascending or descending.

Add an Activity

1. ClickAdd on the Ticket Activity grid. The Customer Ticket Activity Addscreen opens.

2. (Optional) Edit theActivity Date andActivity Time fields as needed. Thesefields aremandatory.

3. (Optional) Enter anActivity Note.

Customer Ticket ActivityAdd Screen

4. ClickSave. The activity displays on the Ticket Activity grid of theActivity tab.

Documents Tab

Use theDocuments tab to add and access any additional documents orscreenshots related to the ticket. Documentation can be in the form of images,spreadsheets, PDFs,Word, or text files.

Customer Ticket Screen DocumentsTab

l To view a document, click the icon in theDownload column to view anattached document.

l To add a document:

1. ClickAdd on the Documents bar. The Attach document screenopens.

2. Find and select the file to upload. The path of the document displayson the screen.

3. ClickUpload. A message displays that the upload was successful.4. ClickOK. The document information displays on the Documents grid.

Creating a Ticket

TheCustomer Ticket Add screen provides an easy and efficient way to submit anissue.

1. Navigate toHelp Desk > Customer Dashboard orHelp Desk >Customer Ticket.

Help DeskPAD Tree

2. ClickAdd Ticket on the Customer Dashboard screen or clickAdd on theCustomer Ticket screen. The Customer Ticket Add screen opens.

Customer Ticket Add Screen

3. Enter a Title andDescription. TheStatus andSub Status fields auto-generate.


4. Complete theSteps to Repeat to recreate the issue. Explain how toreproduce the problem.


5. Complete all other known information.


l Priority – Critical, High, Medium, or Lowl District Tracking Number – This is optional for districts thathave their own system.

l District Location - If your officemanages several districts,select the district where the issue occurred.

l Product –Grade Book, Mobile Apps, Offline Applications,ParentVUE/StudentVUE, Synergy SE, Synergy SIS,TeacherVUE

l Module – This field becomes active once Product is selected.l Feature – This field becomes active onceModule is selected.l Found in Version – Select the version number where thisproblem occurred.

l Found in Environment – Select the environment where thisproblem occurred.

6. (Optional)Required by Date andBusiness Justification – Enter if thisissue is needed by a specific date

Ticket Add Screen

This information ismeant to inform scheduling decisionsand does not guarantee any specific delivery.

7. ClickSave. The Ticket Add screen closes. The former screen displays.

Submitting Enhancements Requests

Submit an enhancement request by completing the appropriate form found in theEnhancement Requests folder within the Documentation folder on the FTP site.The formmust be attached to a support request.

Enhancement Request Forms

1. Navigate to ftp.edupoint.com.2. Open theDocumentation folder.3. Open theEnhancement Requests folder.4. Download the Enhancement Request.5. Complete the form.6. Create a ticket and attach the form.

Closing Tickets

Completed tickets are nominated for closure by the CRC representative and youare notified by email. You have the option to accept the resolution and close theticket or request that the ticket remain open for a different resolution.

When a ticket is resolved by Edupoint:

1. The assigned CRC representative nominates the ticket for closure in HelpDesk.

http://ftp.edupoint.com/

2. An email notifies you that the ticket is recommended for closure.

Ticket Closure Sample Email

3. Select an option:

l View ticket summary – Displays the Ticket Summary screenl SelectResolved to close the ticket. The Ticket Support Surveyscreen displays.

l SelectUnresolved to keep the ticket open. The UnresolvedTicket screen displays.

Ticket SummaryScreen

l Ticket is resolved – Displays the Ticket Support Survey screen

a. Select an option.b. ClickSubmit. The Survey Thank You screen displays.

Ticket Support SurveyScreen

l Ticket is unresolved – DisplaysUnresolved Ticket screena. (Optional) Enter information to describe why the ticket is

unresolved.b. ClickSubmit. The CRC representative is notified that the ticket

is unresolved. Theywill contact you to discuss the issue.

Unresolved Ticket Screen

Chapter 3:Community

Welcome to Community 27Registration 27Using Community 29Managing Your Profile 39

Technical Support GuideChapter 3: Community 27

Welcome to CommunitySynergyCommunity is an organic, peer-to-peer communication platform that connects you withother Synergy users in a spontaneous fashion to share ideas, thoughts, and discussions. Themoreyou add to it, themore useful it becomes to you and other SynergyCommunitymembers.

RegistrationRegister for Community fromwithin Edupoint’s Help Desk System.

1. Click the cloud icon with the warning sign. The exclamation lets you know you have notcompleted registration yet.

SynergyHelp DeskNavigation Bar

After clicking the cloud, the following screen comes up:

SynergyCommunityRole Selection

2. Select whichmembers to address by subscribing to a particular role during the registrationprocess or by navigating to theMyProfile page after registering.

When asking a question, you can present your idea or question toothers with similar interests by selecting which roles you want to seeyour question or you can share your question with the entirecommunity.


28 Technical Support GuideChapter 3: Community

3. To search existing roles, type in the drop-down and SynergyCommunity searches based onthat text.

Selecting Relevant Roles

4. ClickComplete Synergy Community Registration after you finish selecting roles.

If you do not clickComplete Synergy Community Registration,SynergyCommunity assumes you clicked I will register later andforces you to start over.

CommunityRegistration Screen

TheRegistration Successful message displays.



Using Community

Accessing the Community

Once registered, appears in the navigation bar without the warning sign. Hover over to viewthe available optionswithin SynergyCommunity.

SynergyCommunityScreen

All posts are identified by your user profile:

User Profile

l - Badges indicate participation in SynergyCommunity. They update as your participationin SynergyCommunity grows.

indicates an Edupoint employees.

l - Indicate the number of Questions you asked and the Answers you wrote.



Community Home Page

The home page showswhat is trending and what is new. The blocks grow asmore people postquestions and answers. The home page shows recent posts, such asQuestions, KB articles, orFeature Requests.

SynergyCommunityHomeMenu

Filtering By Roles

SynergyCommunity displays content relevant to the roles you select in your profile. To view contentrelated to all roles, click to select theShow All Roles option.

SynergyCommunity



Reporting Posts

You can report Questions and Answers that you believe should not appear in SynergyCommunity.Click and select the appropriate option.

l Invalid or incorrect informationl Inappropriate contentl Privacy issue

Searching and Sorting

Use the navigation buttons across the top of the home page and in the homemenu to accessdifferent ways to search and sort the content within Community.

SynergyCommunityScreen

Questions

Questions lists all questions in the system based on the search criteria you enter. You can search byquestion or by tags. Also, you can sort the results using the tabs underneath the search fields at thetop of the list. The Top Tags to the right of the tabs list themost popular topics.

l Relevance sorts themost relevant questions toward the top.l Answers sorts questionswith themost answers at the top and the least at the bottom.l Votes sorts questionswith themost votes at the top and the least at the bottom.



l Date sorts questions frommost recent at the top to oldest at the bottom.

SynergyCommunityScreen, QuestionsTab

Tags

You can search for themost popular tags here or just for questions related to a particular subjectbased on the search criteria you enter. You can sort the results using the tabs at the top of the list.

l Relevance sorts the questionswith themost relevant tags toward the top.l Name sorts the tabs that match your Search Tags field entry toward the top.l Questions sorts tabswith themost questions at the top and the least at the bottom.



l Date sorts the tabswith themost recent questions at the top and the tabswith the oldestquestions at the bottom.

SynergyCommunityScreen, TagsTab

Following Tags

You can subscribe to Tags using the stars that display when you hover on a tag.When subscribe, anemail is sent based on the frequency selected.

SynergyCommunity, TagsTab

l - Receive a daily email when activity occurs.

l - Receive an email immediately after new activity occurs.

l - Unsubscribe to a Tag.



Users

TheUsers tab allows you to search for users based on the search criteria you enter. To search for aspecific user or a specific type of user, useSearch By Name (last, first), Search By Role, and/orSearch By District. You can filter the results using the tabs beneath the search fields.

l Name lists the users with the name, role, or district that most closelymatches your searchtoward the top.

l Activity lists themost active users with the name, role, or district that most closelymatchesyour search toward the top.

l Answers lists the users with the name, role, or district that most cloeslymatches your searchwith themost answers provided toward the top.

SynergyCommunityScreen, UsersTab

Unanswered

If you feel inclined to provide an answer to an unanswered question, this is the best place to start.Unanswered lists all questionswithout answers based on the search criteria you enter. Here youcan also search by question or by tag. Also, you can sort the results using the tabs beneath thesearch fields. The Top Tags to the right of the tabs list themost popular topics.

l Relevance sorts themost relevant unanswered questions toward the top.l Votes sorts unanswered questionswith themost votes at the top and the least at the bottom.



l Date sorts unanswered questions from themost recent at the top to oldest at the bottom.

SynergyCommunityScreen, Unanswered Tab

Feature Request

This tab lists all feature requests based on your search criteria. Here you can search for FeatureRequests by feature or by tag. Also, you can filter the list using the tabs below the search fields.

l Relevance sorts themost relevant feature requests toward the top.l My votes sorts the feature requests you voted for at the top.l Votes sorts the feature requests with themost votes at the top and the least at the bottom.



l Date sorts themost recent feature requests at the top and the oldest feature requests at thebottom.

This tab does not replace the customization process. This is an ideagenerator–a tool to see what you, our partner districts, are askingfor in the product. With enough popularity in any given area orsubject, it might influence product development decisions.

SynergyCommunityScreen, Feature Request Tab



Ask a Question

When you find yourself with a question that you cannot find within SynergyCommunity, this is theplace to ask it. Remember to search for your question thoroughly within SynergyCommunity beforeasking it. Once you are ready to post your question, be specific, make it relevant, and keep an openmind.

1. ClickAsk Question at the bottom of the screen.

SynergyCommunityScreen, AskAQuestion Tab

2. Enter and format your question in the text box.

Your question title and content must be of sufficient length tomake it ofuse the community.

3. Assign appropriate tags to your question tomake the question easy to search.4. Select all roles you want to be able to see your question.

If you do not select any, SynergyCommunitymakes it visible to all roles.



5. ClickPost Your Question to post the question to SynergyCommunity or clickdiscard tocancel and erase your changes.

SynergyCommunityScreen, AskAQuestion Tab



Managing Your Profile

Click to view your Roles, Questions, Answers, Favorites, and Tags.

CommunityProfile Screen

Changing Your Photo

To change or delete a photo, hover over the image until display.

l To upload a different photo to your profile, click .

l To remove a photo from your profile, click .




Changing Your Roles

To change your roles:

l To remove a role, click .l To search existing roles, type in the drop-down and SynergyCommunity searches based onthat text.



Chapter 4:Reports

Customer Ticket Reports 42

42 Technical Support GuideChapter 4: Reports

Customer Ticket Reports

CTK201 – Customer Ticket Details

Help Desk > ReportsThis report displays the details of a ticket including activity details with a separate table for eachticket.

CTK201 –Customer Ticket DetailsReport Interface Screen

Report Options:

l Ticket Number – Enter to display the details of a specific ticketl Received On – The date or date range the issue was entered in the Help Deskl Resolved Date – The date or date range the issue was resolvedl Status – Select to display ticket with a specific statusl Priority – Select to display tickets with a specific priorityl Contact Person – Select to displays tickets for specific contact people


Technical Support GuideChapter 4: Reports 43

CTK201 – Customer Ticket DetailsReport Output


44 Technical Support GuideChapter 4: Reports

CTK401 – Customer Ticket List

Help Desk > ReportsThis report displays a list of tickets that meet a specific criteria.

CTK401 – Customer Ticket List Report Interface Screen

Report Options:

l Ticket Number – Enter to display the details of a specific ticketl Received On – The date or date range the issue was entered in the Help Deskl Resolved Date – The date or date range the issue was resolvedl Status – Select to display ticket with a specific statusl Priority – Select to display tickets with a specific priorityl Contact Person – Select to displays tickets for specific contact people


Technical Support GuideChapter 4: Reports 45

CTK401 – Customer Ticket List Report Output
