Technology Services Wiki - User contributions [en]

Web browser

2022-06-24T13:58:43Z

Winterfeldt: Removed Internet Explorer (I.E. was discontinued) and reordered the list of browsers.

A '''web browser''' is a piece of [[software]] that gives users the ability to access [[website|websites]] and [[web page|web pages]]. These pages contain text, images and other information. This information is made available on the [[Internet]] and [[World Wide Web]].

Web browsers work by fetching web pages from a [[web server]] using [[HTTP]].

==Examples==
Popular browsers include:
* [[Google Chrome]]
* [[Mozilla]] [[Firefox]]
* [[Apple|Apple's]] [[Safari]]
* Microsoft Edge
* [[Opera]]

==Features==
While browsers vary greatly in features and [[Web standards|standards]]-compliance, they usually have the following in common:
* An [[address bar]] or '''location bar''', which is typically located near the top of the browser and displays the [[URL]] of the current page. You can visit a new page by typing its URL into the address bar.
* Basic '''browser navigation''' buttons, such as '''Back, Forward, Reload/Refresh, Stop, and Home'''
* Ability to display basic ([[XHTML|X]])[[HTML]] (with varying levels of [[CSS]] support)

{{stub-software}}
[[Category:Web browsers]]
[[Category:World Wide Web]]

Nick Sonsteby

2022-05-13T18:56:24Z

Winterfeldt:

[[Image:nickdnrclosesmall.png|frame|right|Nick Sonsteby]]
'''Nick Sonsteby''' is one of the four members that share the responsibility of managing the [[Technology Helpline]]. He is the [[User Services]] team lead for [[GTS|Technology Services]].

==Contact information==
* E-mail: [mailto:nsonsteb@gustavus.edu nsonsteb@gustavus.edu]
* Phone: x7130
* Office Location: [[Olin Hall]] 121

==Personal information==
In his free time, Nick enjoys:
* Playing golf and racquetball
* Smiling
* Playing with Winston

Other Nick-related facts:
* Nick is in favor of autonomous driving - "Would you rather drive for two hours or have a two-hour nap?"
* Nick has a wall of old Macintosh computers and memorabilia in his and Haley's office. He especially likes his iBook G3 Clamshell.
* Nick would not tell the author of this section any '''dislikes''' of his. What could they be?

==External links==
* [http://www.gustavus.edu/oncampus/gts/userservices/blog/ �鶹��Ƶ User Services blog]

{{stub-personnel}}

[[Category:Personnel|Sonsteby, Nick]]
[[Category:User Services|Sonsteby, Nick]]

Virtual Lab

2022-02-07T15:48:28Z

Winterfeldt:

The �鶹��Ƶ Virtual Lab allows students and employees remote access from their personal machines to a full virtual desktop lab machine. A maximum of 35 users can be concurrently connected to all of the pools available in the virtual lab environment. Each pool is also limited by the number of physical resources available to it so if a single pool is full, please select another. This is a great place to access unique programs for classes and work, such as Adobe Creative Cloud and lab software. Watch the video: [https://drive.google.com/open?id=1m1n3R35x6YzQfhdxS7FPC7BHmqDmyxWe Virtual Lab at �鶹��Ƶ]

Check out the Hoonuit Course: [https://learnit.hoonuit.com/1008858/learnit?cn=gustavus https://learnit.hoonuit.com/1008858/learnit?cn=gustavus]

[[Duo Two Factor Authentication]] users will be prompted by Duo when logging into the Virtual Lab.

If you would like to request additional software to be added to the virtual lab environment, please contact the [https://support.gac.edu/support/index.php?/Tickets/Submit Technology Helpline.]

==Using Virtual Lab on your Computer==

You can connect to Virtual Lab three different ways:
# Using the HTML Web Version (No client needed)
# Using the Windows Client
# Using the Macintosh Client

'''The html web version is useful for most users. For advanced features, we recommend installing a client. '''

===HTML Web Version (No Client Needed)===

The virtual lab can be accessed directly using the latest version of [[Chrome]], [[Internet Explorer]], [[Firefox]] or [[Safari]]. We recommend using Chrome for the html web version and this is the recommended option for [[Chromebook]]s.

#Navigate to [https://myapps.microsoft.com https://myapps.microsoft.com].
#Login with your �鶹��Ƶ credentials.
#Click 'Windows Virtual Lab' in the list of applications. Login again with your �鶹��Ƶ credentials if prompted. '''NOTE: This login requires Duo Two Factor Authentication.'''
#You will be prompted to choose a Virtual Lab. Please choose "with GPU" if you will be working with Adobe Creative Cloud or other graphic intensive programs. Click Open underneath the Virtual Lab to start Virtual Lab.

*Watch the video [https://drive.google.com/open?id=1bADinFwKbcJ0ZfOJi_IaA0CuEYdfPz2S How to use Virtual Lab using the HTML Web Version]

===Windows Client===
The client will offer the best performance when using the virtual lab. Watch the video: [https://drive.google.com/a/gustavus.edu/file/d/1ox70SB1V9eNkj7r8olCO1YIsGV4gnO45/view?usp=sharing How to use Virtual Lab using the Windows Client]
To install the Windows Client:
#Navigate to [https://virtual-lab.gac.edu https://virtual-lab.gac.edu] to find the installer file. 
#Click Install VMWare Horizon Client [[File:VMWareHorizon0.jpg]]
#Click "Go to Downloads" [[File:VMWareHorizon01.jpg]]
#Click Download [[File:VMWareHorizon02.jpg]]

====Installing Windows Client====

#Locate where you saved the client installer and double click on it to start the installer. [[File:ViewClient1.jpg]]
#''Click'' '''Agree & Install''' [[File:VMWareHorizon1.jpg]]
#''Click'' '''Finish''' [[File:VMWareHorizon2.jpg]]
#''Click'' '''Restart''' to finish installation and reboot your computer [[File:VMWareHorizon3.jpg]]

====Using the Windows client to access Virtual Lab====

After installing the client using the instructions above, following the directions below to connect to a virtual lab machine.

===== Launching the Windows client from your dashboard =====

#Navigate to [https://myapps.microsoft.com https://myapps.microsoft.com].
#Login with your �鶹��Ƶ credentials.
#Select '''Windows Virtual Lab''' from the list of applications.
#Click on your username in the upper right and select '''Settings'''.
#Select '''Preferences''' from the left column.
#Change the '''Horizon Remote Apps''' setting from '''Browser''' to '''Horizon Client''' so it launches the desktop client instead of the HTML version of the Virtual Lab.

===== Launching the Windows client directly =====
Please note that this method only supports DUO push. We recommend using the method above.

#Open the '''VMWare Horizon Client''' [[File:VMWareHorizon4.jpg]]
#''Click'' '''New Server''' [[File:VMWareHorizon5.jpg]]
#''Enter'' '''virtual-lab.gac.edu''' [[File:VMWareHorizon6.jpg]]
#''Click'' '''Connect'''
#''Enter'' '''Your username and password''' [[File:VMWareHorizon7.jpg]]
#''Accept'' '''Duo Prompt'''
#''Select'' '''a desktop pool.''' *We recommend choosing 'Windows without GPU' unless you are needing Adobe products, or other graphic-intense applications. Each pool is limited by the number of physical resources available to it so if a single pool is full, please select another. [[File:VMWareHorizon8.jpg]]
#'''Done''' - You will now be connected to a virtual desktop.

====Connecting USB Device====

[[File:Viewusb.JPG]]
#Connect your USB device
#Wait until your device is detected by your computer
#On the top of the view Window, select '''Connect USB Device'''
#Select your USB device from the list

'''Note:''' If you device doesn't show up in the list, try a different USB port on your computer. If your device still doesn't show up, your USB device is not supported. The format of your flash drive must be supported by Windows to be readable.

===Macintosh Client===
The client will offer the best performance when using the virtual lab. Watch the video: [https://drive.google.com/open?id=1ca42xWSQ3lJ9XJx7EGkAheZlOm-2oGbe How to use Virtual Lab using Macintosh Client]
To install the Macintosh Client:
# Navigate to [https://virtual-lab.gac.edu https://virtual-lab.gac.edu]
# Click VMware Horizon Client for Mac

====Installing the Macintosh Client====

Install the '''View client.'''

#''Double click'' the '''VMware-Horizon-client.dmg''' file to mount the client and ''click'' '''Agree''' to the license agreement. [[File:macviewclient4.PNG]]
#If the '''VMware Horizon Client''' folder does not open, ''double click'' the '''VMware Horizon Client''' icon on your desktop to open it. [[File:Vmclientmac.png]]
#''Drag'' the '''VMware Horizon Client''' application within the folder to your '''Applications''' on your Mac. [[File:Vmclientmac1.png]]
# ''Drag'' the '''VMware Horizon Client''' installer from your desktop to the trash to unmount it.

====Using the client to access virtual lab====

===== Launching the macOS client from your dashboard =====

#Navigate to [https://myapps.microsoft.com https://myapps.microsoft.com].
#Login with your �鶹��Ƶ credentials.
#Select '''Windows Virtual Lab''' from the list of applications.
#Click on your username in the upper right and select '''Settings'''.
#Select '''Preferences''' from the left column.
#Change the '''Horizon Remote Apps''' setting from '''Browser''' to '''Horizon Client''' so it launches the desktop client instead of the HTML version of the Virtual Lab.

===== Launching the macOS client directly =====

#Open your '''Applications''' folder and ''double click'' the '''VMware Horizon Client''' application to run it. [[File:Vmclientmac7.PNG|center|650px]]
#Enter '''virtual-lab.gac.edu''' into the server '''Address''' field and click '''Continue''' [[File:Vmclientmac3.png|center|650px]]
#Enter your e-mail username and password to connect to the virtual lab environment.
#''Accept'' '''Duo Prompt''' [[File:Vmclientmac4.png|center|650px]]
#Select the appropriate virtual lab to connect to and click '''Continue.''' If you need to use graphics/video software, please choose "with GPU". [[File:Vmclientmac5.png|center|650px]]

====Connecting USB Device====

#Connect and login to the virtual lab
#Select the USB icon and click "Start remote USB services" and follow the prompts to allow access via the Security and Privacy in System Preferences
##[[File:Vdimacusb.PNG]]
##[[File:Vdimacusb2.PNG]]
##[[File:Vdimacusb3.PNG]]
##[[File:Vdimacusb4.PNG]]
##[[File:Vdimacusb5.PNG]]
#Connect your USB device
#Wait until your device is detected by your computer
#From the Connection-->USB menu, please select your drive from the list
#Open '''This PC''' in the virtual lab and open your flash drive

'''Note:''' If you device doesn't show up in the list, try a different USB port on your computer. If your device still doesn't show up, your USB device is not supported. The format of your flash drive must be supported by Windows to be readable.

'''Note:''' The format of your flash drive must be supported by Windows to be readable.

===Linux Client===

If you are running a Linux OS, this client will offer the best performance when using the virtual lab. To install the Linux Client:

'''Note:''' Since this is not officially supported by VMware, there is no support available for this client.

===Printing===

The virtual lab client will automatically add the default printer that is installed on your machine to the virtual lab machine. This will become the default printer for the virtual lab machine. Ensure you have a printer installed on your machine and set it as the default printer for it to show up on the virtual lab machine.

Visit the following page for instructions on how to add on-campus printers to your machine: [/gts/Printing#Print_locations.2Fadding_a_printer Print locations/adding a printer]

Printers can also be manually added your virtual lab computer.
#Double click the "Add �鶹��Ƶ Printer" shortcut on the desktop of the virtual lab computer.
#In the Window that opens with the list of available printer, double click the printer you would like to install on the virtual lab computer.

===Android/iPad Mobile Devices===

In the Market/App Store, download the "VMware View" client to access virtual labs from these mobile devices. Ensure the app is created by VMware.

===Troubleshooting===

If you are experiencing difficulties connecting, please try the following:

*If your password is being denied, try to login to [http://webmail.gac.edu Webmail] and log back out. This will ensure your password is synced with the remote apps server. After logging into webmail, try to login to the Remote App again.

===Adobe Creative Cloud===

To access any of the Adobe Creative Cloud applications, open any of the Adobe application from the windows bar. If prompted to login, use your �鶹��Ƶ email (entire email address) and password. Watch the video: [https://drive.google.com/open?id=1OqONS4psxo5GQUQYoE3EUDGsgdEtaDwX How to Open Adobe Creative Cloud on Virtual Lab]

==Additional remote access options==
[[Remote Apps]] is an alternative to the Virtual lab. [[Remote Apps]] offers access to a single application remotely instead of a full virtual desktop.

==Using Virtual Lab on Macintosh Lab computers==
[[File:Windows-logo.png|left|50px]]
On lab machines, there is a Windows icon in the dock. Click this, a window will appear to login using your credentials.

[[File:Virtuallabdock.jpeg|center|650px]]

==Programs/Software Available on Virtual Lab==
<div style="column-count:3;-moz-column-count:3;webkit-column-count:3">
* '''Adobe Creative Cloud'''

*'''Biology'''
**Human Karyolab
**Populus

*'''ChemDraw Prime'''

*'''Chemistry'''
**Mest Re-C
**NMR-Sim
**TopSpin
**Visual Mint EQ

*'''Economics and Management'''
**2013 Tax Preparation
**ACL Desktop Education Edition
**ACL Help
**ACL in Practice
**ACL Utility
**gretl
**MB-Advanced Multi-Player
**MB-Advanced Single-Player
**Readme
**SmartSims Administrator

*'''Education'''
**SMART notebook

*'''Geography'''
**ArcCatalog
**ArcGlobe
**ArcMap
**ArcScene
**DNR Garmin
**dnrgps
**ERDAS IMAGINE
**GeoMedia
**Set Default Path

*'''IBM SPSS Statistics'''

*'''Internet'''
**WinSCP

*'''LabVIEW '''

*'''Logger Pro '''

*'''Mathcad'''

*'''MATLAB'''

*'''MCS'''
**Geometry Explorer
**Run TI-SmartView TI-84 Diagnostic
**TI-SmartView TI-84 Plus

*'''All Microsoft Office programs'''

*'''Microsoft Office 365'''

*'''Modern Languages'''
**Cartoon Story Maker

*'''R'''
**R i386
**R x64

*'''Sigma Plot'''

*'''Wolfram Mathematica'''
**Wolfram Mathematica

Fusion for Technology Helpline Employees

2021-09-04T16:27:53Z

Winterfeldt: Changed section on "Procedure for voicemail generated tickets" to include updated information regarding the new Google Voice transcription feature.

[http://www.kayako.com/ Kayako] Fusion is a web-based ticket tracking solution the Technology Helpline and various other departments on campus use for tracking requests and problems.
[[File:Kayako logo2.jpg|200px|thumb|right]]

==Access Options==
Both clients and Technology Helpline employees can access and interface with Fusion. For client access, please see [[Kayako_Fusion]].

===Getting Started===
====Logging In====
Helpline employees can access Fusion or the database (formerly known as SupportSuite) with their email username and password at:
*[http://www.gustavus.edu/support gustavus.edu/support]
*[https://support.gac.edu/support/ support.gac.edu/support/].

====Navigation====
[[File:Contextual Tabs.jpeg|right|500px]]
Kayako Fusion uses contextual tabs for moving around in the database. Clicking on the top row (Home, Tickets, Live Support...)- changes what links you have on the bottom of the top banner.

====Dashboard====
[[File:Kayako Dashboard.jpg|right|400px]]
The Dashboard is the landing page for Fusion users, or available by clicking the Home Tab. You can find '''My Tickets''' (the tickets that are referred to you), your '''MyPoints''' total and '''News'''. Along the right side you will find Department, Status, Type and Priority Totals. You can also find total ticket numbers for other Helpline employees. Most heading are links that will take you to the Staff Control Panel.

====My Preferences====
Technology Helpline employees can adjust and change the information in their My Preferences (Home Tab) section. You can upload a picture or change your signature file.
===Ticket Interaction===
The Kayako Fusion database is issue dependent. Each issue is it's own ticket. Every call/walk up/contact goes in the database. To view tickets click on any of the ticket type headings on the Dashboard page.
====Creating Tickets====
On the '''Ticket''' tab, select '''New Ticket'''. Follow the prompts and supply as much information as you can regarding the problem, issue or request. Please remember the following:
*'''Subject''' will be used as the subject in any email communication with the client. Make sure it is logical and clear and spelled correctly.
*'''User''' can be a person's name, their campus extension or full name. The system will auto-populate from the campus directory. If you can't find the person John and Jane Doe are available.
*'''Reply Contents''' is the area to put all the information.
Click the '''Create''' link at the top.

====Updating and Editing Tickets====
Any action taken on an issue should be recorded in the Ticket. You can add Notes or Replies to any ticket. '''Replies''' send email to the client, and are view-able by the client in the Support Center. '''Notes''' are for our staff - and not view-able by the client.

====Voicemail====
When a person leaves a voicemail message for the Technology Helpline, the message is recorded and a ticket is automatically created in Fusion. The recording is attached to the ticket.

The Subject for Voicemail generated tickets is '''New message ## in mailbox 61111''' and the Full Name is listed as '''Voicemail System'''.

=====Procedure for voicemail generated tickets=====
*Read the transcript automatically created by Google Voice. [[File:Voicemail_transcript_fusion_ticket_edited_LI.jpg | thumbnail | 300px | right]]
**The transcript will be in the ticket created by the voicemail system.
*In the past, it was protocol to download the sound file, listen to it, and transcribe it, but this is no longer necessary with the added Google Voice transcription feature.
**If the transcription is unintelligible, manual transcription may be necessary. This can be done by downloading the sound file, opening it in VLC Media Player, and typing what it says into a note in the ticket.

[[File:voicemail_change_subject.PNG‎ | thumbnail | 400px |left]]
*Using the '''Edit''' tab, change the '''Subject''', '''Full Name''' and '''Email''' to correctly reflect the caller information. Update the information.
*Reply, call or note action and update the ticket.

File:Voicemail transcript fusion ticket edited LI.jpg

2021-09-04T16:21:46Z

Winterfeldt:

Fusion for Technology Helpline Employees

2021-09-04T16:18:51Z

Winterfeldt:

[http://www.kayako.com/ Kayako] Fusion is a web-based ticket tracking solution the Technology Helpline and various other departments on campus use for tracking requests and problems.
[[File:Kayako logo2.jpg|200px|thumb|right]]

==Access Options==
Both clients and Technology Helpline employees can access and interface with Fusion. For client access, please see [[Kayako_Fusion]].

===Getting Started===
====Logging In====
Helpline employees can access Fusion or the database (formerly known as SupportSuite) with their email username and password at:
*[http://www.gustavus.edu/support gustavus.edu/support]
*[https://support.gac.edu/support/ support.gac.edu/support/].

====Navigation====
[[File:Contextual Tabs.jpeg|right|500px]]
Kayako Fusion uses contextual tabs for moving around in the database. Clicking on the top row (Home, Tickets, Live Support...)- changes what links you have on the bottom of the top banner.

====Dashboard====
[[File:Kayako Dashboard.jpg|right|400px]]
The Dashboard is the landing page for Fusion users, or available by clicking the Home Tab. You can find '''My Tickets''' (the tickets that are referred to you), your '''MyPoints''' total and '''News'''. Along the right side you will find Department, Status, Type and Priority Totals. You can also find total ticket numbers for other Helpline employees. Most heading are links that will take you to the Staff Control Panel.

====My Preferences====
Technology Helpline employees can adjust and change the information in their My Preferences (Home Tab) section. You can upload a picture or change your signature file.
===Ticket Interaction===
The Kayako Fusion database is issue dependent. Each issue is it's own ticket. Every call/walk up/contact goes in the database. To view tickets click on any of the ticket type headings on the Dashboard page.
====Creating Tickets====
On the '''Ticket''' tab, select '''New Ticket'''. Follow the prompts and supply as much information as you can regarding the problem, issue or request. Please remember the following:
*'''Subject''' will be used as the subject in any email communication with the client. Make sure it is logical and clear and spelled correctly.
*'''User''' can be a person's name, their campus extension or full name. The system will auto-populate from the campus directory. If you can't find the person John and Jane Doe are available.
*'''Reply Contents''' is the area to put all the information.
Click the '''Create''' link at the top.

====Updating and Editing Tickets====
Any action taken on an issue should be recorded in the Ticket. You can add Notes or Replies to any ticket. '''Replies''' send email to the client, and are view-able by the client in the Support Center. '''Notes''' are for our staff - and not view-able by the client.

====Voicemail====
When a person leaves a voicemail message for the Technology Helpline, the message is recorded and a ticket is automatically created in Fusion. The recording is attached to the ticket.

The Subject for Voicemail generated tickets is '''New message ## in mailbox 61111''' and the Full Name is listed as '''Voicemail System'''.

=====Procedure for voicemail generated tickets=====
*Read the transcript automatically created by Google Voice. [[File:Vmticket.jpg‎ | thumbnail | right]]
**The transcript will be in the ticket created by the voicemail system.
*In the past, it was protocol to download the sound file, listen to it, and transcribe it, but this is no longer necessary with the added Google Voice transcription feature.
**If the transcription is unintelligible, manual transcription may be necessary. This can be done by downloading the sound file, opening it in VLC Media Player, and typing what it says into a note in the ticket.

[[File:Voicemail_change_subject.PNG‎ | thumbnail | 400px |left]]
*Using the '''Edit''' tab, change the '''Subject''', '''Full Name''' and '''Email''' to correctly reflect the caller information. Update the information.
*Reply, call or note action and update the ticket.

File:Voicemail change subject.PNG

2021-09-04T16:14:35Z

Winterfeldt:

File:Voicemail transcript fusion ticket edited.png

2021-09-03T20:32:22Z

Winterfeldt: screenshot of a fusion ticket where the Google Voice system had automatically transcribed the voicemail to text

== Summary ==
screenshot of a fusion ticket where the Google Voice system had automatically transcribed the voicemail to text

Fusion for Technology Helpline Employees

2021-09-03T18:29:14Z

Winterfeldt:

[http://www.kayako.com/ Kayako] Fusion is a web-based ticket tracking solution the Technology Helpline and various other departments on campus use for tracking requests and problems.
[[File:Kayako logo2.jpg|200px|thumb|right]]

==Access Options==
Both clients and Technology Helpline employees can access and interface with Fusion. For client access, please see [[Kayako_Fusion]].

===Getting Started===
====Logging In====
Helpline employees can access Fusion or the database (formerly known as SupportSuite) with their email username and password at:
*[http://www.gustavus.edu/support gustavus.edu/support]
*[https://support.gac.edu/support/ support.gac.edu/support/].

====Navigation====
[[File:Contextual Tabs.jpeg|right|500px]]
Kayako Fusion uses contextual tabs for moving around in the database. Clicking on the top row (Home, Tickets, Live Support...)- changes what links you have on the bottom of the top banner.

====Dashboard====
[[File:Kayako Dashboard.jpg|right|400px]]
The Dashboard is the landing page for Fusion users, or available by clicking the Home Tab. You can find '''My Tickets''' (the tickets that are referred to you), your '''MyPoints''' total and '''News'''. Along the right side you will find Department, Status, Type and Priority Totals. You can also find total ticket numbers for other Helpline employees. Most heading are links that will take you to the Staff Control Panel.

====My Preferences====
Technology Helpline employees can adjust and change the information in their My Preferences (Home Tab) section. You can upload a picture or change your signature file.
===Ticket Interaction===
The Kayako Fusion database is issue dependent. Each issue is it's own ticket. Every call/walk up/contact goes in the database. To view tickets click on any of the ticket type headings on the Dashboard page.
====Creating Tickets====
On the '''Ticket''' tab, select '''New Ticket'''. Follow the prompts and supply as much information as you can regarding the problem, issue or request. Please remember the following:
*'''Subject''' will be used as the subject in any email communication with the client. Make sure it is logical and clear and spelled correctly.
*'''User''' can be a person's name, their campus extension or full name. The system will auto-populate from the campus directory. If you can't find the person John and Jane Doe are available.
*'''Reply Contents''' is the area to put all the information.
Click the '''Create''' link at the top.

====Updating and Editing Tickets====
Any action taken on an issue should be recorded in the Ticket. You can add Notes or Replies to any ticket. '''Replies''' send email to the client, and are view-able by the client in the Support Center. '''Notes''' are for our staff - and not view-able by the client.

====Voicemail====
When a person leaves a voicemail message for the Technology Helpline, the message is recorded and a ticket is automatically created in Fusion. The recording is attached to the ticket.

The Subject for Voicemail generated tickets is '''New message ## in mailbox 61111''' and the Full Name is listed as '''Voicemail System'''.

=====Procedure for voicemail generated tickets=====
*Read the transcript automatically created by Google Voice. [[File:Vmticket.jpg‎ |thumbnail | right]]
**The transcript will be in the ticket created by the voicemail system.
*In the past, it was protocol to download the sound file, listen to it, and transcribe it, but this is no longer necessary with the added Google Voice transcription feature.
**If the transcription is unintelligible, manual transcription may be necessary. This can be done by downloading the sound file, opening it in VLC Media Player, and typing what it says into a note in the ticket.

[[File:Editinfo.jpg‎ | 400px |left]]
*Using the '''Edit''' tab, change the '''Subject''', '''Full Name''' and '''Email''' to correctly reflect the caller information. Update the information.
*Reply, call or note action and update the ticket.