InRes Training

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InRes Training

• Brought to you in part by
• Mariaveronica and Ibrahim

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What is InRes?

• We are a helpdesk for internet, hardware and
  general connectivity needs
• Residents of York call us for technical support
• We are a hub of information
• We should know our way around the York websites
  and use the proper tools for optimal assistance
• We are a customer service branch because we help
  students feel more at home
• Can you imagine being in a new place with no
  internet, phone or cable? Remember, without
  proper InRes support a student cant utilize
  their resources at home.
• We are a Team
• We need to work together to achieve this goal

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Confidentiality Statement

• All information which is communicated to you, or
  to which you have access in the course of your
  job with CNS Client Services is confidential and
  not to be shared or used for any purposes aside
  from those required in the course of your job
  duties. Systems on which you have privileges are
  to be accessed solely for the purposes of
  completing your job duties and during your work
  shifts only.
• Examples personal client information
  (addresses, phone numbers), financial
  information, long distance records, billing
  information, student/employee numbers, passwords
  and account history, etc.
• Any breach of client confidentiality will result
  inimmediate termination of employment.

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• The following documents are located on the
  Secretariat website http//www.yorku.ca/secretari
  at/legislation/index.htm
• Senate Policy - Policy on Computing and
  Information Technology Facilities
• Guidelines and Procedures for Use of Electronic
  Mail (E-mail)
• Network Security and Management Guidelines and
  Procedures
• University Policy - Access to Information and
  Protection of Privacy
• University Procedure - Guidelines and Procedures
  on Access to Information and Protection of Privacy

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Things to Remember

• Never give out personal information to anyone but
  the current subscriber (e.g. mom/dad/bf/gf/room-ma
  te)
• If client does not recall their Passport York
  username or password
• Seneca Students - Direct them to contact Student
  Housing. They will send a request to
  accounts_at_yorku.ca on their behalf
• Staff/Faculty/Students - Advise them to contact
  accounts_at_yorku.ca
• Never assign tickets directly Netops without
  supervisors pre-approval
• n the event of leaving InRes position,
  part-timer(s) must bring CHOCOLATE ice cream to
  STEACIE

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• In the event you feel unsafe/uncomfortable, just
  return back to the office and advise the client
  that you need to go back to the office.
• Room is dirty (especially the computer
  area)/foul-smelling
• Individual is undressed or partially exposed
• Client is sick
• Violent- in this case use your radio/phone and
  say the code word "enterprise" if you fear being
  harmed

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• We do not setup router
• We only modify setup on client computer device(s)
  after reading and signing the waiver form.
  Client must be present during the time of the
  appointment. If they choose to not to sign the
  form, we can only test the network jack using our
  equipment and nothing else.
• You cannot touch anyones computer without their
  signature for the same reasons that you can NEVER
  touch a computer at WSC

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Maya and InRes

• Undergraduate Residences
• Active status? Good news.
• Unknown, Removed, CancelledWe got issues.
• When confirming information about an undergrad
  resident, always confirm their MAYA status!
• Whether on the phone, through email or at
  counter!

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York Apartments!

• MAYA More relevant to these InRes Users!
  Varying number of people live in York Apartments

I forgot to terminate my InRes services but I
cannot log into my InRes how do I terminate my
active InRes service?

• Check in MAYA, if they are unknown and removed
  they will need send an email or call us to
  confirm that they are terminating their service.
• If they are active in MAYA, they may need to
  reset their Passport York password.

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In addition..

• If you are not an ACTIVE member in Maya. Eg.
  Unknown (graduated dropped classes etc)
• You will not be able to ORDER/TERMINATE InRes
  services see last bullet
• You will need to be using the services under an
  ACTIVE subscriber (eg. Renting under someone)
• You will need to request a GUEST account (speak
  to their reporting supervisor they need to
  request the account) often happens to guests of
  faculties
• They need to contact us via phone/email to
  terminate Inres Services! inres_at_yorku.ca

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Talking to a Client

• And you thought you could escape clients by not
  being at the helpdesk

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Email Ettiquette

• E-mail encourages people to communicate more
  frequently and respond more quickly.
• Using e-mail, some people feel free to make
  suggestions or take initiative since they are
  more comfortable keying a message onto their
  computer screen rather than discussing it face to
  face.
• A Listserv lets you subscribe to discussion
  groups/mailing lists to exchange ideas and
  information via e-mail about specific topics
  related to York activities. UIT listserv(s)
  include
• CSSTAFF_at_yorku.ca
• HSPARTSOCIAL_at_yorku.ca
• CSMANAGERS_at_yorku.ca
• HSTEAM_at_yorku.ca
• RESTEAM_at_yorku.ca
• Please go to http//hsteam.apps01.yorku.ca/wiki/in
  dex.php?titleE-mails to view the purpose of each
  listserv.

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Here are a number of guidelines for using e-mail
effectively

• Remember the human
• Keep in mind the intended recipients of your
  e-mail and imagine their responses to your
  message.
• Be succinct
• Keep your message concise, simple, and to the
  point.
• Pay attention to appearance and format
• Take the time to spell check, edit and proof read
  before sending your e-mail to avoid embarrassing
  mistakes.
• Consider the medium
• Be careful not to express strong opinions,
  criticisms or shout by creating emphasis with
  uppercase expressions.

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• Begin by addressing the recipient
• Take the time to personalise your message.
• Maintain privacy
• Dont send confidential information via e-mail as
  you cannot guarantee their security.
• Maintain your e-mail credibility
• Make sure that youre not guilty of spamming i.e.
  sending messages to the listserv (csstaff)
  instead of an individual.
• Be clear and present your material graphically
• Make your message easier to skim and scan
• Use simple formats
• Keep e-mail text simple since browsers and e-mail
  programs differ in the way they read certain
  features.

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• Create e-mail signature
• You have two signatures The UIT Signature on
  your email and the InRes Signature.
• InRes uses the following signature
• InRes Support
• University Information Technology
• York University, Toronto, Canada
• 416-736-5611
• inres_at_yorku.ca
• http//inres.yorku.ca
• Avoid content free e-mail
• - Respect the time constraints of others by
  making sure your e-mail has a clear purpose.
• Use clear, specific subject lines
• - Always indicate the subject of your e-mail to
  help the recipient identify your message.
• Respect workplace Internet rules
• - Use staff e-mail for work related
  communications

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Avoiding Spam and Eavesdropping

• Use the Forward function of e-mail to avoid
  accidentally replying to the listserv especially
  when someone requests that you reply only to
  them.
• You can also click on the persons name and just
  write them a new email regarding the issue.
• If the Reply function of e-mail is used, make
  sure you deliberately change the To field
  appropriately.

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RESTEAM_at_YORKU.CA

• RESTEAM is an internal listserv used by InRes
  staff to discuss InRes related issues. If you
  want to discuss or get an answer to a problem or
  question related to InRes, you can send your
  e-mails to resteam_at_yorku.ca and your answer will
  be answered as soon as possible. Nancy, Ian,
  Khalid, Karen and Debbie are on the Resteam
  listserv so someone will definitely answer
  question soon.

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How We Are Contacted

• Clients can e-mail inres_at_yorku.ca which
  automatically creates a ticket in the InRes queue
  
• This saves time, and makes helping clients
  easier
• All e-mail correspondence between clients and the
  InRes team is handled through RT.
• Often clients will e-mail and not give us enough
  information (i.e. student number, building info
  etc), you will have to reply and ask for this
  information.
• This information is needed in order for the
  ticket to be filled out properly.
• Once this information is received, fill the
  appropriate information in the ticket and proceed
  to help the client.
• Some clients prefer to be contacted through
  e-mail, however troubleshooting may become too
  difficult and you may have to call them.
• Clients also leave messages at Ext.55611

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Bad Example

• Client wrote
• Im going to be living on residence next year
  and would like to know about your InRes services.
• InRes Answer
• Hey,
• U can go 2 InRes.yorku.ca too c every thing we
  have available.
• Peace

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Good Example

• Client wrote
• I will have my computer and I will set up at
  home before coming to residence. I understand
  that there is a TV in lounge and I don't want to
  spend too much money on this. Can I install at
  home before coming to residence? I hope I can
  hear from you soon and take care.
• InRes answer
• HiThere are TVs in the common room for use,
  please contact housing or visit their website to
  see if your building offer TV access in the
  common room.General information
  http//inres.yorku.ca/Housing information
  http//www.yorku.ca/stuhouse/Which building are
  you planning to move into ?What do you mean by
  installing at home?  Are you referring to ResNet
  setup or Cable TV service?
• -- InRes SupportUniversity Information
  TechnologyYork University, Toronto,
  Canada416-736-5611inres_at_yorku.cahttp//inres.yo
  rku.ca

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Cable TV
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Requirements For Cable TV

• ACTIVE York University community member
  (Student/Staff/Faculty)
• Passport York
• Living on Keele/Glendon Campuses
• Working TV set and coaxial cable

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How to Get Cable TV Service

• Order online http//inres.yorku.ca/myinres
• Important Note
• Takes a two business days for the order to be
  processed.
• 2. Setup Cable TV
• Plug coaxial cable in
• Set TV mode to Cable TV/CATV and auto-scan
  channels

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Cable TV Pricing and Packages

• http//InRes.yorku.ca/residences/channel_lineup.ht
  ml
• Basic cable is required to receive Cable
  Ultimate.
• Services provided by Rogers Cable system.
• Note (PST GST and connection fees are extra.
  Prices and packages subject to change.)

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Cable TV FAQ

• Digital Cable TV Services are not available at
  York.
• The infrastructure cannot support certain
  channels due to bandwidth limitations. There are
  no plans to modify this at this time.
• Can I pay extra money to receive other channels
  not included in the two cable packages offered at
  York University?
• No, at this time York University only offers
  these two packages and Rogers is not able to
  provide additional service

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Cable TV FAQ Cond

• Clients have the option to receive Internet/Phone
  service from Bell.
• Students from York Apartments can only order
  Bell's Phone and Internet service
• Rogers is not permitted.
• Agreement and infrastructure

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• Cable TV problems at the counter
• Create an RT ticket for the issue and submit it
  to the InRes queue which is called CNS-Client
  Services-Inres Mail. Also give the client an
  InRes business card with the ticket number on it.
  
• Important
• Never make any promises about appointments
  controlled by the InRes team or time of
  resolution as you can never be sure about the
  schedule of the people doing the appointments.

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Making Sure the TV set is Cable Ready

• There will be a physical switch or option through
  the menu to put the TV CATV mode.
• Some sets will have 3 different options
  STD/IRC/HRC, select STD.
• If there is a CABLE/AIR or ANTENNA/CATV option,
  select CABLE/AIR.
• Auto-scan or auto-program
• Clients often call and state they receive a few
  channels but not all of them.
• A list of troubleshooting steps can be found at
• http//inres.yorku.ca/yrkapts/cable_troubleshoot.h
  tml

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Phone
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Undergraduate Residences
Phone Service Rates
Basic Service Included in the Undergraduate fee!
Includes Direct-in-dial number Basic Features (touch-tone, last number re-dial, internal 5 digit dialing)
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York Apartments
Features Price - 21.50
Voice Mail 6.00 /month
Call waiting 5.50 /month
Call Display 7.00 /month
Installation Fee 43.50
NB Any increase in the Telephone Company's
regular rates will also affect Telecom York's
discounted rates.  Rates do not include
applicable taxes.
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York Apartments Telephone service can be
ordered via the following methods Using the
InRes on-line application form (PPY) available at
http//InRes.yorku.ca Miscellaneous requests
from University Departments
http//InRes.yorku.ca/myInRes.html
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Phone inquiry _at_ the counter

• At the counter
• Create a RT ticket for the issue and submit it to
  the InRes queue which is called CNS- Client
  Services-InRes Mail. Also give the client an
  InRes business card with the ticket number.
• If a client living in a York Apartment brings a
  phone to the counter, assist him/her with testing
  it using the white phone to the left of the
  counter area. Ensure it can make and receive
  phone calls and include all observations in the
  RT ticket.

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Phone - Troubleshooting

• If clients report that they have forgotten their
  voicemail password or want to reset it then
  create a ticket and assign it to Telecom York.
• Please make sure that all the information in the
  ticket is correct and up to date.
• Telecom York will contact them and inform them
  their new password.

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Long Distance Calls
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Undergraduate Residences

• Undergraduate residents cannot place
  direct-dialed long distance calls from the
  in-residence telephone line. To make long
  distance calls, you must purchase a long distance
  card from retail stores.

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York Apartments

• Rates vary depending on chart found at InRes
  website.
• Long Distance rates for Canada/US and the most
  popular International destinations
• (Rates are effective from 1 August 2004)
• Rates chart

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Glendon

• Were in Canadaof course we have a French school.

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Phones

• Exact same system as Undergraduate Residence on
  Keele Campus
• http//inres.yorku.ca/residences/glendon_meridian_
  guide.html
• We are the first level support

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Cable TV

• Same procedures as Undergraduate Residence/York
  Apartments
• We are the first level support

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Internet

• We are the second level support, they should
  contact Glendon Tech support first

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• The residences at Glendon are Wood Residence and
  Hillard Residence and their Resnet or Computing
  Support is as follows
• Phone[phone] Ext. 66700 (on-campus)
• E-mailhelp_at_glendon.yorku.ca
• On-line information http//www.glendon.yorku.ca/i
  ts/
• Cable TV or Phone Support
• Phone[phone] Ext. 55611
  (on-campus)Monday - Friday, 830 am to 550 pm
• E-mailInRes_at_yorku.ca
• If people call from Glendon, try to help them out
  as much as you can because all of their technical
  support comes from our websites. The only times
  we cant really help them are with jack issues or
  apartment appointments.
• If you want to know more about Glendon Campus go
  to http//www.yorku.ca/stuhouse/glendon/index.htm
  

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ResAir!.....AirYork?
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ResAir!Not to be mistaken for AirYork!

• What is ResAir?
• The ResAir service provides wireless network
  access in Passy Apartments, located on Passy
  Crescents. It operates on a 2.4GHz IEEE
  802.11b/g/n wireless Ethernet compatible
  technology.
• To connect to ResAir, open an Internet browser
  and sign-in with a valid Passport York username
  and password for a 10 hour session.

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Lets Check it out!

• http//resair.yorku.ca/
• Similar to AirYork, with the exception that it is
  available in this York Apartment ONLY.
• Other Usage Notes
• E-mail usage on ResAir When trying to use York
  University Email service on ResAir, please see
  the instructions here . 
• VPN usage on ResAir VPN service is not required,
  but its use is recommended'. For information
  about the York University VPN service, click
  here.

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BiTek

• AKA Your InRes Frenemy

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General BiTek Use

• How to find students in BiTek
• Student ? Student Account ? F7 (Start search
  query)
• Student number OR Full name (Last First Names)
• F8(execute query)
• Things to note about BiTek
• Monthly Features
• Billed Features ? Reports
• Payments
• Comments
• Work Order
• Work Order ? Work Order ? F7 (Start search query)
• Ref Fld (Enter Student Number)
• F8 (execute query)

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ResNet Bitek Use

• http//csstaff.apps01.yorku.ca/wiki/index.php?titl
  eInRes_Bitek
• Backward Lookup
• ?
• Undergrad Residences
• ResNet service is active for all Undergraduate
  residence rooms and is included in the
  Undergraduate residence fees.
• Register at http//resnet.yorku.ca
• York Apartments
• York Apartment and suites residents must
  activate ResNet service online at
  http//InRes.yorku.ca before registering their
  computer at http//resnet.yorku.ca/.
• Internet Service Rates
• 25.00 / month plus applicable taxes
• NB Passy Garden Crescent residences are
  excluded from this step. ResNet service by
  default is active and is included in the housing
  fee.

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Backward Look-up Bitek Options

• 1. Go to Student Student Account1. Enter
  York's Phone number 650xxxx2. Enter Building
  code and room  e.g.  Bldg/Room  409  APT 4563.
  Enter Student ID number in ID Field

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2. Go to Work Order Work Order

• If student only provided Work ORDER number 1.
  Enter Workorder in WO No.OR2. Enter student
  ID in Ref Fld field

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• Friend? Look up a clients payment records and
  the dates that their bills pertain to (helps when
  discussing a prorated bill).
• Enemy? Stops working randomly (youll see a ton
  of emails saying BiTek Down). It is also a
  little hard to manouver at first but dont worry,
  youll get the hang of it.

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Troubleshooting Bitek

• Restart the computer
• Check if WSC CC Labs bitek is working
• If its not working, assign ticket to SMS through
  RT (Unix Team)
• If it working in CC lab, assign ticket to ITSTECH
  to check the mapping

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FAQ Wheres my money?!

• Why was I charged this month when the service
  terminated last month?
• InRes services are billed at the end of the month
  to which they correspond. As such the charges for
  services used in January will appear on a bill
  arriving in February. In other words, the month
  after!
• How do I terminate the service?
• Students with active Passport York accounts who
  are/were living in the York Apartments, have to
  submit requests to terminate service(s) online at
  http//telcabnet.yorku.ca/.
• Seneca students must contact housing to terminate
  their services.

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Staff/Faculty _at_ York! And Seneca students living
in York Apts!

• If you receive questions about payment from the
  above mentioned (Staff/Faculty or Seneca Students
  living in York apts)
• 1. Phone/Email Send them to WSC to pay _at_ POS
  stations this is the only method for these
  category of York members.

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Ummm.I forgot

• I forgot to terminate my InRes services but I
  cannot log into myInRes how do I terminate my
  active InRes service?
• Check in MAYA, if they are unknown and removed
  they will need send an email or call us to
  confirm that they are terminating their service.
• If they are active in MAYA, they may need to
  reset their Passport York password.
• Can an audience member tell me the different ways
  to do so?

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• What was my last InRes statement?
• Your last InRes statement will occur one month
  after service has been terminated.
• If I start my service half way through September
  will I be billed for the full month?
• No. Service is prorated based on the start/or end
  date of the service during the billing month, you
  are only billed for what you use during the
  month.
• What are my alternatives to the InRes services at
  York Universitys campus?
• UGRAD residences NONE!
• York Apartment BELL (Phone and or Internet)

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• I have forgotten my voicemail password/want to
  reset it
• Create a ticket and assign it to Telecom York.
• Ensure all the information in the ticket is
  correct and up to date.
• Student ID number
• Residence (building and room)
• phone number
• Telecom York will contact them and inform them
  their new password.

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Get used to it!

• I just moved into York Apartments and I want to
  use the internet (cable, phone), what can I do?
• Ask for the clients student information (student
  ) contact information (phone number, address,
  email address)
• Confirm their MAYA Status
• Direct them to, http//InRes.yorku.ca
• Ask them to sign into my InRes account with
  their PPY username and PW (if they forgot log-in
  inform them of reset options can anyone explain
  them to us?)
• Ask them to order the service they desire be
  sure to mention the 2 business day wait with
  regards to order date and activation
• Once they have internet (need to follow the
  registration steps on resnet.yorku.ca) confirm
  that info through InRes tools!

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• Why is my phone bill so expensive?
• Collect calls?

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What to expect on the phones/email!

• Process - Tools to have open during a typical
  inres shift!
• RT/ Netinfo/ Inres Tools/MAYA/ Bitek and of
  course Wiki!
• RING! Good Morning York University Inrez Support,
  _____ speaking, can I please have your student
  number?
• Use RT punch in the student number, confirm their
  status. Verify who they are and get their contact
  information (address, phone , apt etc)
• Dont forget the Inres-ID script on the desktop,
  include in ALL EMAIL REPLIES, not comments!

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Scenarios

• 1. I want to order internet I just moved in!
• 2. I ordered internet, but I cant use it what do
  I have to do?
• 3. Ive had internet, but it stopped all of a
  sudden, whats going on?
• 4. I ordered cable tv, but I dont get channel 5,
  whats going on?
• 5. I forgot my voicemail password, can you help
  me out?

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Scripts for you, ctrlC ctrlV!

• Using scripts provided to you in Wiki will make
  things 10xs easier!
• Get used to using these scripts in whenever you
  troubleshoot and make a ticket in RT that needs
  to be assessed!
• Internet
• OS
• Router Y/N
• MAC Address
• IP Address
• 3rd Party Firewalls

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• Cable
• Service? Active Y/N Main requirement!
• TV mode set correctly?
• Able to receive channel 5 (TV Guide)
• If they get Channel 5 but missing other channels,
  perform autoscan or scan channel!
• If channel 5 is not available (Snowy/CBC
  channel), then ticket to Telecom the rest is
  theirs!

• Telephone
• Service? UGRAD Default Included York Apts
  Service Y/N?
• If they require equipment replacement, we require
  availability from 8.30am to 4 pm with 2 hour slot
  times minimum.