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Technology Work Request Guidelines

Incident IQ Technology Helpdesk

The Technology Helpdesk is an online application available to teachers and staff of Wilson County Schools for reporting computer issues.

To access this system you must have a Wilson County Schools username and password (this is the same information used to access the Wilson County Schools email system).

 Please read the guidelines below for submitting a work request:

  • When you are submitting a work request please use these guidelines for setting the priority. Only a Principal may decide to elevate a work request to a higher level
    • Urgent – School wide network, Accelerated Reader, Follet, or Internet is down. This type of request should be approved by an administrator before it is submitted.
    • High – Multiple student computers in the library or lab are not operating, a teacher’s computer is inoperable.
    • Normal – There is a problem; however, that computer will still turn on and load Windows.
    • Low – This is for special projects or long term requests that may not be completed for several weeks or months.
  • When describing the problem you are experiencing please be brief, to the point, and accurate. Do not use terms like “DEAD” “Nothing Works” or “SICK” to define a computer problem.Bad Example: My AR is dead nothing works.Good Example: When I try to run AR a message pops up which reads: “Data path not found”. I cannot find any classes or students.
  • Please do not submit a request for the same problem more than once.

Technology Information & Resources