Dear Colleague,

Technology Support Group team are proud to announce a launch of a new system for reporting the IT-related problems: Technology Assistance Portal (TAP).

Its purpose is to expedite the delivery of requests and greatly reduce the service time. Furthermore, you will be able to find there ‘tips and tricks’ and quick-fix solutions that provide immediate assistance to some of the most frequently occurring technology issues.

We hope you will find TAP an easy to use and a very helpful tool that gives you direct access to technology support , whether you are having problems with computer hardware, software, telephone or if you need training or account management.

How to find TAP:

TAP icon on your desktop (computer with a little red cross over it) OR

http://smuhsd.360facility.net address in your web browser

How to access the portal:

Username: your e-mail account username (without the @smuhsd.org part) - example: jdoe

Password: welcome (please change it immediately by clicking on ‘Change Password’ box)

Request creation:

1. To create a new request for technology assistance, click on ‘Create Request’ tab.

2. Select a type of problem by selecting an option from the ‘Assistance Needed With:’ drop-down menu

3. Narrow down the type by selecting an option from the ‘Specify type’ drop-down menu

4. Fill in the details about the request in the field provided

5. On the right of the description field, click on a link for quick-fix solutions (you might not need service)

6. Click on ‘OK’ button to submit

Request logbook

‘My Requests’ tab will show you the history of submitted requests and their status. To view the details about each request, click on its Request ID number.

You can update the request now, by filling-in the ‘General Comments’ field in ‘Update Request‘ section and clicking on ‘Update’ button:

Additional information

For help using the TAP system, please contact your site TSS or Technology Coordinator.

For TAP account maintenance (forgotten username or password), please e-mail your information to TAPsupport@smuhsd.org

*IMPORTANT*

If you are unable to submit a request for service through TAP due to a computer or network failure OR

you need immediate help, please DO NOT contact your site TSS or Technology Coordinator. They might not be readily available to assist you – contact your Administration staff and they will submit a request for you or expedite the service process.

Thank you very much for using the TAP system, we are certain that it will bring improvement to our existing technology service.

Our goal is to maximize your productivity. Please feel free to share your suggestions, comments and ideas – that will make the system even better for all of us!