IT Mashup is a blog created by the Information Technology department for City of Chesapeake employees. We will provide practical tips, solutions, and tutorials, discuss technology news and trends, and spotlight City staff innovations. It's our goal with this series of articles to create a space where you can grow more comfortable with Information Technology and get as excited about IT as we are. Learn more.

The Information Technology Department receives many Help Desk tickets via email each day. We want to solve each problem quickly, but there are often details missing from these emails that can cause delays. To help speed up the resolution process, please include the following information in your Help Desk email requests.

Subject

Always include a subject. Be concise and specific.

Body

Description: Always include a description of your problem. If there is no description (no text in the body of your email), your message will not be routed properly, and it will take longer for us to resolve your issue. It's OK for the description to be the same as the subject.

Phone Number: Always include your phone number. If we need to talk to you, and the information in your City Profile is incorrect, we're delayed by the extra step of trying to find you. If you don’t have your own office number or you spend a significant amount of time out of the office during your work day, you can help speed up the process by including your personal cell phone number.

Best time to contact you: Always include the best time to contact you. Including contact information is especially important for part-time or shift-workers or when you contact us during a week you plan to be out for a few days. For example:

• You can reach me 2 p.m. – 5 p.m., Mondays, Wednesdays, and Fridays.
• I work the midnight shift. But I'll be available on my cell phone (382-8390) after 3 p.m.
• I'm available 8-5 today and tomorrow. I'll be out on vacation starting Thursday (1/21) and will return Monday (1/25).

Screenshot Attachment of Errors

Whenever you get an error message, if possible, include a screenshot attachment. Hold the Alt key and tap Print-Screen. Open a Word document. Right-click and then paste the image into the document.

Info needed for ESI Print Tickets

For any service required on your printer, always include the following:

• ESI Tag# on the device (should be a sticker on the front of the machine)
• Make/Model
• Serial Number
• The contact name and phone number of a user ESI can contact (if not you)

Emailing the Help Desk at helpdesk@cityofchesapeake.net is the best way to seek assistance, and when you include the information above, we can more efficiently resolve your issue. You can also call the Help Desk at 757-382-8911.