ICT Help Desk

• Pages:
• Page 1

Ticket #871  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

First Name	Last Name	Location	Reported	Status
Michael	Haddon	Business Manager (West Building)	20-03-2023 01:36pm	In Progress

Subject: Creating a digital archive for contents of old CDs

Description:

Hi folks,

I have found a lot of old CDs in my office. It seems that Margaret was keeping them as 'School Archives'. The issue is that they aren't indexed, so it is difficult to figure out:
* if they still work (one CD I loaded up seemed to be corrupted)
* what they contain (the notes are perfunctory at best)
* if they should be kept (because we should only be keeping things of

Would you please be able to go through them (gradually and eventually) to see if they should be kept in a more appropriate format or destroyed? Maybe we could get a NAS box to keep the records in a much more sensible format, organised by dates. For instance, there seems to be generally 3 types of CD:
* 'KEEP' - there are fashion shows CDs from 2006 and 2008, International Fair/Festival CDs from 2009 and 2014... Things like this would be good to transfer to a digital archive
* NOT SURE - some CDs can likely just be disposed off ('Hampstead School website. Old site as of 31.08.10') but might contain things of interest like photos/videos etc. that would be good to have in a digital archive
* DESTROY - some CDs can definitely be destroyed: 'ASCL Annual Conference 2011'

We don't have an official list of what we would want to keep, but the general guide on archives is:
• student handbooks
• student newspapers
• yearbooks
• photographs
• school lunch menus
• course catalogs
• student term papers about the school or community
• newspaper articles from the local newspaper
• special awards received by the school
• records of special school programs
• audiotaped or videotaped oral histories
• scrapbooks
• videotapes of school performances and athletic events

If you need further guidance on borderline CDs then I can decide on a case-by-case basis...

Regards,

Michael

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Other Diagnostic: Support needed

Click to Edit/Update Ticket 871

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: Ticket Updated Description. | Updates: 0

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1002  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Michael	Haddon	Business Manager (West Building)	24-08-2023 09:08am	In Progress

Subject: Home page on Chrome

Description:

Hi folks,

Are you able to change my settings in Chrome? They seem to be set to administrator only...

Chrome is currently configured to open "On start-up": https://www.rm.com/

However, my "homepage" is: https://hampstead.rmunify.com/sso

Can you edit the "On start-up settings" to launch the two URLs below:

https://hampstead.rmunify.com/sso
https://vault.bitwarden.com/#/login

Regards,

Michael

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Software/Hardware request Diagnostic: Support needed

Click to Edit/Update Ticket 1002

Last Update:

31-08-2023 11:56am: Made changes to the SLT W10 User group policy to enable SLT to set their own Start Pages and Home Page in Chrome(initially). The setting will be applied to Edge once some testing has been done. By John

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• John Carruthers

Last Update: 31-08-2023 11:56am by John | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1058  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

3

First Name	Last Name	Location	Reported	Status
Dizar (Victoria)	Angel	NGS2 (Studio 2) (North Building)	15-09-2023 11:11am	In Progress

Subject: Laptops not connecting to the network - taking 10mins plus

Description:

Laptops used for classes not connecting to the network..

Salim has looked at these and nothing significantly wrong - says there are 'too many devices' for the network.

This is taking up to 1/4 of lesson time to even be able to log in. Something needs to be done to improve the connectivity in this building.

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Laptop Diagnostic: Login problem

Click to Edit/Update Ticket 1058

Last Update:

07-02-2024 12:01pm: Update: I have rebuilt 30 Laptop and updated the driver and windows, The laptop is working much better after the wifi has been tweaked. The wifi needs a bit more looking at but progress has been made. By Salim

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• Salim Miah

Last Update: 07-02-2024 12:01pm by Salim | Updates: 3

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1255  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Rebecca	Duncan	Not Listed (Other)	05-02-2024 02:11pm	In Progress

Subject: Configuring Rooms in Outlook to allow staff to book rooms directly

Description:

Hi there,

It is possible to set up outlook to allow staff to book rooms directly from a Room or Workspace list and for them to be emailed confirmation when this has happened.

I'd like to set this up for ad hoc room bookings using the same room names that Salamander use when they send across the timetable (really hoping this will block the rooms out as being unavailable)

please can we have a chat about this anon?

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Office 365 Diagnostic: Support needed

Click to Edit/Update Ticket 1255

Last Update:

13-03-2024 12:51pm: This is being handled by Salamander. By John

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• John Carruthers

Last Update: 13-03-2024 12:51pm by John | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1272  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Sallianne	Brown	Exams Office (East Building)	27-02-2024 02:08pm	In Progress

Exam Ticket

Subject: Exam Accounts for 8t & 9th May assessments

Description:

I am sorry this is so early but I can tick it off my list thank you so much. We need exam account PART A on 8th then PART B on 9th - same drill as before. I will provide files to go within each account on the 8th. We have 16 candidates in D102 both days and would like you to be on hand in case of any technical issues etc.

Last name First Name cand No Reg No
Adde Osman 7005 R732987
Ahmed Abdi 7006 R732988
Ali Isha 6023 R732981
Almohamad Ieham 6030 R732982
Cerkini Detion 6060 R732983
El-Faramawi Aiya 7031 R732990
Gabrysz Aleksander 7166 R732996
Gaspar Marcell 7035 R732991
Haji Salman 6230 R732986
Iktahar Zekrullah 7039 R732992
Jarvis Ampofo Grace 7220 R732998
Khalil Mahdi 7045 R732993
Messaoudi Abdullah 7053 R732994
Omar Faaiza 6160 R732984
Shahid Ziyaad 7376 R733001
Shire Abdulmalik 7083 R732995

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Exam(s) Diagnostic: Other

Click to Edit/Update Ticket 1272

Last Update:

12-04-2024 02:32pm: Please could you get these accounts all ready to receive exam files which come out very close to the exams. Many thanks! By Sallianne

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: 12-04-2024 02:32pm by Sallianne | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1278  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Sallianne	Brown	D102 (DT2) (DTI Building)	05-03-2024 09:05am	In Progress

Exam Ticket

Subject: BOTH DTI rooms on 22 April P3, P4 & P5

Description:

On 22nd we will be having the whole school taking LIBF exams in DTI rooms - not really but it feels like it - I am being inundated! Anyway, please set up D102 for Period 3 (we will be in there for P4) the both rooms for P5 and switch on your radar for any possible technical failures - thank you as always!

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Exam(s) Diagnostic: Other

Click to Edit/Update Ticket 1278

Last Update:

05-04-2024 02:58pm: It is both DTI rooms for P3, P4 & P5 - ta much By Sallianne

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: 05-04-2024 02:58pm by Sallianne | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1292  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

First Name	Last Name	Location	Reported	Status
Michael	Haddon	Business Manager (West Building)	14-03-2024 02:42pm	In Progress

Subject: Adobe - still can't sign documents on my permanent machine?

Description:

Hi folks,

I still can't seem to sin PDFs on my own machine. I can do it on the hotdesk in the Operations Office but not on my actual machine. Every time I click 'add signature' it says: "contact your administrator. Access to Adobe Document Cloud files and Acrobat online services, including sharing and e signing requires an update to the latest version." Is there something I am doing wrong? I'm opening the same documents in the same manner and adding signatures works on one computer and not the other...

Regards,

Michael

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Software/Hardware request Diagnostic: Support needed

Click to Edit/Update Ticket 1292

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: Ticket Updated Description. | Updates: 0

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1293  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Sallianne	Brown	Languages Office (South Building)	14-03-2024 03:10pm	In Progress

Exam Ticket

Subject: Zoom Exam

Description:

On 24 April at 5pm we have a GCE Russian speaking test being conducted via Zoom. In Anna Pau's back office. We need please a headphone set which has a microphone attached IF YOU HAVE ONE - please let me know if you do. If not please could you run through how this will work and whether Anna' Ps PC will accommodate this exam? Thank you!

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Exam(s) Diagnostic: Other

Click to Edit/Update Ticket 1293

Last Update:

15-03-2024 10:35am: we don't have headphones with or without a mic but Salim may, do you know the name of the machine that you are planning to use so I can make sure that the latest version of Zoom is installed? By Craig

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• Craig McKenzie

Last Update: 15-03-2024 10:35am by Craig | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1302  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Sallianne	Brown	W304 (Room 31) (West Building)	05-04-2024 01:36pm	In Progress

Exam Ticket

Subject: Speakers on 1 May exam starting at 8.30

Description:

Hi there - we have a Media exam going on in W304 at 8.30 on 1st May. John the invigilator has login instructions but please could you go check the sound in the room and make sure everything is on for him? Maybe stay on until the clip has started? Many thanks!

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Exam(s) Diagnostic: Other

Click to Edit/Update Ticket 1302

Last Update:

05-04-2024 02:17pm: Sorry we need you to check the screen shows the clip OK as well - thank you! By Sallianne

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: 05-04-2024 02:17pm by Sallianne | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1303  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

First Name	Last Name	Location	Reported	Status
Michael	Haddon	Business Manager (West Building)	09-04-2024 03:45pm	In Progress

Subject: Standardisation of email accounts?

Description:

Hi folks,

Is it possible to standardise all of our email accounts with the same naming convention? Matt and I want it to be initial.surname@

We are aware of a few inconsistencies at the moment, such as:
* multiple initials - some staff have multiple initials instead of the standard naming conventions. I can think of APR@ and UBH@
* missing periods - some staff do not have a period after their first initial. I can think of the catering team - kberouain@ and kfurlong@ etc

I believe the next iteration for emails that have already been used as to have the second letter of the first name, such as am.begum@

If APR@ is maintained as an alias for Anna to give out to external people then I don't see a problem with that.

Are there any other technological considerations that need to be taken into account?

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Office 365 Diagnostic: Support needed

Click to Edit/Update Ticket 1303

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: Ticket Updated Description. | Updates: 0

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1304  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

7

First Name	Last Name	Location	Reported	Status
James	Hale	Music Office (East Building)	11-04-2024 09:13am	In Progress

Subject: Sibelius not working

Description:

Sibelius will not open/run. I get the following message:
"The code execution cannot proceed because VCRUNTIME140_1.dll was not found. Reinstalling the program may fix this problem."

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Desktop PC Computer Name: JHA Desktop Diagnostic: Other

Click to Edit/Update Ticket 1304

Last Update:

18-04-2024 08:45am: Hi James, apologies for the delay I wasn't in yesterday, could you let me know when you'll be in the office so I can pop over and have a look at this with you? By Lea

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• Lea Francis

Last Update: 18-04-2024 08:45am by Lea | Updates: 7

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1305  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

1

First Name	Last Name	Location	Reported	Status
Grace	Dennehy	Year 12/13 HOYs Office (West Building)	15-04-2024 07:58am	In Progress

Subject: Cannot download files

Description:

Hi,

I cannot open to preview or download any documents attached in emails. I need this primarily for cover work being sent in but for other tasks also.

Could you let me know if there is something I need to do?

Best,
Grace

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Other Diagnostic: Will not open

Click to Edit/Update Ticket 1305

Last Update:

15-04-2024 10:24am: If you are using the web based mail you will not be able to open link from within the school, you will need to use the outlook application found in the applications folder. if this is not the case please let me know and I investigate further. By Craig

Assign a Technican: (Select a Technican) John Carruthers (Personal)

• Active Technicans:
• Craig McKenzie

Last Update: 15-04-2024 10:24am by Craig | Updates: 1

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1306  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

First Name	Last Name	Location	Reported	Status
Rebecca	Duncan	ILC (West Building)	15-04-2024 10:34am	In Progress

Subject: Power BI Licence

Description:

Hi there,

Hope you have had a good break, please can I have an update regarding the requested Power BI licence.

Thanks

Rebecca

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Software/Hardware request Diagnostic: Support needed

Click to Edit/Update Ticket 1306

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: Ticket Updated Description. | Updates: 0

Page Top / Page Bottom

• Pages:
• Page 1

Ticket #1308  

B

Edit

• Priority:

• Normal
• High
• Critical
• Self

First Name	Last Name	Location	Reported	Status
Sallianne	Brown	Languages Office (South Building)	16-04-2024 03:26pm	In Progress

Exam Ticket

Subject: Technical Support on 24 April 5pm - 5.15

Description:

This is an extreme request but the only time allocated to us for our GCE Russian speaking test was 5pm. It is being conducted on ZOOM and although we are checking sound levels etc we need someone to be on hand in case there is a technical fault. I know it is a lot to ask but it is exam best practice. Please can someone oblige?

User Provided Details

User Priority:

• Not urgent, as soon as you are able
• I am able to work on other tasks, but require support by a specific date
• I am able to work on other tasks, but would appreciate support within 3 working days
• I am able to work on another task, but require assistance before the end of the working day
• I need immediate support: I cannot proceed with my meeting | lesson | urgent task without an ICT technician's intervention

Hardware/Software/Request: Exam(s) Diagnostic: Other

Click to Edit/Update Ticket 1308

Assign a Technican: (Select a Technican) John Carruthers (Personal)

Last Update: Ticket Updated Description. | Updates: 0

Page Top / Page Bottom