Virtual Lab Support Process

 

Students

Faculty/Staff

Apporto related Questions, Concerns, and Troubleshooting

S1. Please contact DISOVERe Hub for tablet device support, and basic troubleshooting steps such as Internet, eduroam, browser cache, and iOS updates/upgrades and security settings. Call: 278-1812.

F1. Please contact college or school related ITL to assist in answering basic questions, and troubleshooting with browsers, cache, internet, eduroam connection, SSO authentication, OS updates/upgrades, security settings and other common steps.

2. If step S1 or F1 do not resolve issue, and/or can’t be reached, contact TS Service Desk to assist in answering basic questions, and troubleshooting with browsers, cache, internet, eduroam connection, SSO authentication, OS updates/ upgrades, security settings and other common steps. Call: 278-5000

3. If the above steps do not resolve basic and common issues, please escalate request by submitting a ticket for the student or faculty if needed and label ticket subject “Apporto Related Issue”. Please forward Apporto related TDX ticket issues to Apporto point of contact.

4. If issues can’t be resolved locally, then Apporto related TDX tickets will be collected and submitted to Apporto engineers to assist in resolving the issue.

5. Once issue is resolved, the user, represented user, and/or associated ITL will be contacted via preferred method, email and/or slack to verify that issue has been fixed.

 

S1 = Students

F1 = Faculty/Staff

 

Knowledge Base: https://fresnostate.teamdynamix.com/TDClient/1922/Portal/KB/ Apporto Link: fresnostate.apporto.com

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Details

Article ID: 105218
Created
Mon 4/13/20 1:50 PM
Modified
Mon 4/13/20 1:53 PM