I will be Out of the Office Start Date: 8/4/2006. End Date: 8/12/2006. If you are in need of immediate support: Don’t call the Help Desk The Help Desk (590-9000) consultants are not trained to provide Command Center support. While they might attempt to assist you with your problem, the results could compromise the system and require extra repair work for the CC Support group. So who do you call? What do you do now? PICCT vs. RAPS2 When deciding on which application to use, think of it this way. PICCT is your local mechanic shop and RAPS2 is the nearest car dealership. If you have a problem or break with current hardware/software that you use, please open a PICCT ticket by following the steps below. If you are looking for something new, a new workstation or application, please use the RAPS2 request system. Problem/Issue Support (PICCT) A problem issue is an issue that deals with current software/hardware already installed on your workstation. For Normal Issues Please Follow this Procedure: All issues must have a PICCT ticket created. All tickets must be transferred to the "ts-prdsvs-ndso-cmd center support" group. You must include an accurate description of the problem in the ticket. For example, "The pc station is experiencing problems" is not an accurate description. You must make sure your contact info is correct. ***If you are not the location specified in the PICCT ticket contact info, please include where you are currently sitting in the "Brief Description" field. Any incorrect information will lead to a delay in service. Also, please include any pertinent information such as PC name. The more infomation we have the sooner we can fix your problem. For Urgent Issues requiring an "Immediate Response", Please Follow this Procedure: Page the On-Call Support Person via http://esm.wachovia.net/ListOncall.asp Include the Ticket Number Include “Issue:” - Brief description of the issue (first text line of email) Include “Contact:” - Person to contact (second text line of email) Include “Contact #:”- Phone # of person to contact, no 800 numbers (third text line of email) ***Please don’t contact support individuals directly when reporting support related issues. ***Please send all support related correspondence to the “Command Center Infrastructure Support” Notes ID ***Although we Support the Command Center 7/24/365 we are not staffed 7/24/365, so please be patient for response. New Request for Work (RAPS2) This is a request for new software/hardware that you currently do not have but need, such as workstation or software installs and any changes that are not related to a problem issue. These types of requests would not be problem related but new requests for work. CCIS will provide you with support on these issues. Don’t use Remedy/Capture/PICCT/SM&A Work Request System for ‘New Work Requests’. Instead please use the new corporate standard, RAPS2, located @ http://raps2.wachovia.net/raps2 Here are some steps that you might find to be helpful: 1. Go to the website above, and click on "Submit a New Request" 2. Select the plus sign (+) next to "Enterprise System Management (ESM)". 3. Select the green "Command Center Support Team Request". 4. Enter your employee ID # 5. Fill out all the fields with an aqua background. Enter your contact information. (For the Services Requested drop-down list, select "Command Center Support") 6. Click "next" 7. You can add other information if you want, or just click on "Finish!" If you have questions or concerns, please feel free to call us @ 704-427-8179 or email us. “Command Center Infrastructure Support” Notes ID If your email is not concerning support, I will respond to your message when I return. _______________________________________________ Tutor maillist - Tutor@python.org http://mail.python.org/mailman/listinfo/tutor