Questions

Q1 How do I report a problem?

Answers

Q1: How do I report a problem?

To report a problem send an email to help@cairodurham.org. Try to include as much of the follow as you can:

• What room?
• What building?
• When was it noticed?
• Who and how many people are effected?
• Is there a deadline? If so, why? (To assist with prioritization.)
• Is there any pattern to the problem? For example, does it only happen to students or only at about 2pm?

For example, you might say, "The computer on the teacher's desk in room 5 of the Middle School hasn't worked since Tuesday. It won't even turn on, so this effects anyone who tries to use it." This points out exactly where it is (MS room 5) and what is going on (it can't turn on).

Another example is, "There is a presentation for 30 students in High School room 25 on Friday. The projector from the Media Center isn't working. Please fix it before Friday so that we don't have to cancel the presentation." In this case, the higher priority and the deadline are clear. Also, the location of the damaged equipment is mentioned.

Once sent to "help@cairodurham.org", your message is entered into a database anda "ticket number" will be assigned to it. This enables us to track problems in an on-going record. The ticket number is automatically sent to you so that you may check on its status. If additional information is needed, a technician will email you. By replying to their message, your second message will be added to the record, too. This allows us to better track the history of your problem.