Do not send inkjet printers in for service.

Equipment Repair Form

To familiarize yourself with these new procedures, read the text below.

STEPS TO USING THE PRINTER REPAIR DEPARTMENT EQUIPMENT REPAIR FORM

 1. Click on the link titled “Equipment Repair Form.”

2. Type in your email address and BigWebDesk password. If you get an error message, contact me at 955-6850x284. If you know that you are a user but have forgot your password, click “Forgot Password.” You will receive an email giving you another password.

3. After a successful login, you will be at your “home page” for the Printer Repair Department. This page gives you a summary of your tickets for the Printer Repair Department only. (Tickets created for other departments are not able to be viewed while logged in to this department.) At any time, you can click on the link “Home Page” from the red toolbar at the top of the page to view your home page.

4. At the top of the screen, next to your name, you will see a link titled [Update Profile.] This contains all of your contact information. It is vital that this information be always kept up to date – especially if you move to another school!

5. To enter in a new repair ticket, click on “Create new support ticket.” This page is the “Create New Ticket” page. You will notice several “fields” that must be completed. Here is a list of those fields with examples of the proper information.

• ·        ACPS ID#: This number should be entered in from equipment that has a “ACPS ID#” decal only. If you are unsure if you have the correct number, leave the field blank. This is not a required field.

• ·        School End User: This field should include the name of the equipment’s actual user. It is necessary for us to know who "owns" the printer.

• ·        Brand: Select the printer’s brand from this field. If your brand is not listed, select “other.”

• ·        Model: This is the popular name for the printer commonly visible on the front of the printer. (E.g. - T640, Laserjet 3p)

• ·        ID – Serial Number: This is a required field. Enter a unique number that can to identify this particular printer. Ideally you need to enter the printer’s serial number here. If you are unable to locate the serial number, enter a barcode number.

• ·        Property Number BPI: Not all printers have a SBAC Property number. If the printer does, it is important that you enter the number here. If the printer needs to be removed from the SBAC inventory, this number must be entered.

• ·        Issue Summary/Subject: In this field, enter in a summary of your problem. DO NOT ENTER IN GENERIC TERMS LIKE “BROKEN” OR “DOESN’T WORK.” Most users do not send in equipment that does work. You can be assured that your “down time” will be extended (we’ll have to diagnose the problem ourselves) if we do not have an accurate summary of the printer’s issue.

• ·        Give Details about your issue: This is the field to explain your problem in detail. It will be helpful to give scenarios, error messages, frequency that the problem occurs, etc.

 6. After completing the necessary fields, YOU MUST CLICK THE SUBMIT TICKET BUTTON at the bottom of the page.

 7. The next page will read, “Your ticket #X has been successfully created.” At this page, click the link "Print newly created Ticket." (Pop-up blockers may need to be turned off.)

 8. Click on the link “Print Page” to print the ticket to your default printer. Then click “Close Page.” At this point, click on “My Home Page” at the left of the red toolbar to begin a new ticket or log off.

 9. Attach the printed page to the printer. Visibly verify that the information is correct and place the equipment in the truck mail pickup area. It is strongly recommended that each school keep track of the pickup and delivery of all equipment transported to the Sivia’s repair departments.