Question
In this course, we’re thinking about ways that technology will come into play in our college or careers. Let’s think about something that could come up in college—should you choose to attend.
Most college libraries have what is called a help desk that is available to assist students who encounter any technology difficulties while on campus—think trouble connecting to the internet, difficulty printing from the library printers, or issues recovering a saved document that has suddenly disappeared from a laptop. Maybe you even have one of these at your school now.
The way a student usually uses a help desk is by submitting a “ticket,” or a note, that explains what is wrong, and what solutions they have tried so far. Someone who works at the help desk will review the ticket, contact the person who submitted it, and help them through their issue.
For this activity, you will write three help desk tickets, and then choose one to solve. Let’s get going.
Step 1: Write the Tickets
Open a new word processing document and write three help desk tickets you imagine might come up in a college library. Think about the examples we discussed above, or any issues you’ve had recently when using your computer. In the ticket, include what the problem is, what devices (including peripherals) are included in the problem, and what has been tried so far.
Step 2: Place the Tickets in Order of Urgency
Using the cut and paste function, order the tickets in order of urgency, with most urgent being first, least urgent last. To decide which is most urgent, think about which tickets would cause a student to have to stop school work, or which might just be inconvenient.
Step 3: Solve One Ticket
Then, under the three tickets you wrote, solve the most urgent ticket, using any available reference materials. You may have to conduct some quick research to find out more about how to solve the problem. Your solution should include instructions you’d give to the person who submitted the ticket in order to help them through their problem, and should be at least a paragraph long. More complicated issues may require longer solutions.
In your solution, include rationale for why you are suggesting each solution (for example: check your laptop’s cables, as these are often sources of ineffective power supply).
Step 4: Save and Submit
To complete this activity, save and submit your word processing document.
Most college libraries have what is called a help desk that is available to assist students who encounter any technology difficulties while on campus—think trouble connecting to the internet, difficulty printing from the library printers, or issues recovering a saved document that has suddenly disappeared from a laptop. Maybe you even have one of these at your school now.
The way a student usually uses a help desk is by submitting a “ticket,” or a note, that explains what is wrong, and what solutions they have tried so far. Someone who works at the help desk will review the ticket, contact the person who submitted it, and help them through their issue.
For this activity, you will write three help desk tickets, and then choose one to solve. Let’s get going.
Step 1: Write the Tickets
Open a new word processing document and write three help desk tickets you imagine might come up in a college library. Think about the examples we discussed above, or any issues you’ve had recently when using your computer. In the ticket, include what the problem is, what devices (including peripherals) are included in the problem, and what has been tried so far.
Step 2: Place the Tickets in Order of Urgency
Using the cut and paste function, order the tickets in order of urgency, with most urgent being first, least urgent last. To decide which is most urgent, think about which tickets would cause a student to have to stop school work, or which might just be inconvenient.
Step 3: Solve One Ticket
Then, under the three tickets you wrote, solve the most urgent ticket, using any available reference materials. You may have to conduct some quick research to find out more about how to solve the problem. Your solution should include instructions you’d give to the person who submitted the ticket in order to help them through their problem, and should be at least a paragraph long. More complicated issues may require longer solutions.
In your solution, include rationale for why you are suggesting each solution (for example: check your laptop’s cables, as these are often sources of ineffective power supply).
Step 4: Save and Submit
To complete this activity, save and submit your word processing document.
Answers
GPT-4o mini
### Help Desk Tickets
---
**Ticket 1: Internet Connectivity Issue**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I am unable to connect my laptop to the campus Wi-Fi network. The Wi-Fi shows that it is available, but when I try to connect, it keeps saying "Connection Failed."
**Devices:**
- Dell Laptop (Model: XPS 13)
- Router: [Campus Wi-Fi network name]
**What has been tried:** I have tried restarting my laptop, turning the Wi-Fi off and on, and forgetting the network and reconnecting. I also checked that my Wi-Fi is enabled on my laptop.
---
**Ticket 2: Printer Issues**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I tried to print a document from the library printers, but the printer is showing a "Paper Jam" error message. I have inspected the printer, but I cannot find any paper stuck in the feeder.
**Devices:**
- Printer: HP LaserJet M402
- Laptop (Model: Acer Aspire 5)
**What has been tried:** I have checked the paper tray for any loose paper, powered the printer off and back on, and also tried to select a different printer, but the same error pops up.
---
**Ticket 3: Lost Document Recovery**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I was working on a research paper on Google Docs, and my laptop crashed unexpectedly. When I reopened my document, it shows that the last saved version was from a few hours ago, and I lost a lot of work.
**Devices:**
- MacBook Pro (2018)
- Browser: Google Chrome
**What has been tried:** I attempted to refresh the page and check the "Revision History" in Google Docs, but it looks like there is no record beyond the last saved version. I have also restarted the browser.
---
### Ordered Tickets by Urgency
1. **Ticket 1: Internet Connectivity Issue** (Most Urgent)
2. **Ticket 2: Printer Issues**
3. **Ticket 3: Lost Document Recovery** (Least Urgent)
---
### Solution for Ticket 1: Internet Connectivity Issue
To resolve your internet connectivity issue, please follow these steps:
1. **Check Wi-Fi Settings:** Ensure that your laptop's Wi-Fi is turned on. You can typically find this option in the settings or by pressing the function key (Fn) associated with the Wi-Fi symbol on your keyboard.
2. **Restart Networking Components:** Sometimes, the problem may rest with the network itself. Begin by disconnecting and reconnecting your Wi-Fi connection from your laptop by going to Settings > Network & Internet > Wi-Fi, then toggle the Wi-Fi off and on again.
3. **Update Network Drivers:** Outdated or corrupted network drivers can lead to connection problems. Open 'Device Manager' on your laptop, find 'Network adapters,' right-click on your Wi-Fi adapter, and select 'Update driver.' Follow the prompts to check for updates online.
4. **Network Troubleshooter:** If the problem persists, try running the native Windows Troubleshooter. Right-click the Wi-Fi icon in the notification area, select 'Troubleshoot problems,' and let Windows identify and hopefully fix the issue.
5. **Verify Network Credentials:** Double-check that you're using the correct network password. If unsure, visit the library help desk to verify the current Wi-Fi credentials and make sure no one else is having similar problems.
These actions should help identify and resolve your connectivity issues. If you continue experiencing problems after trying these steps, please follow up with the help desk for more in-depth troubleshooting. Re-connecting to the internet is crucial not only for accessing resources but also for effective completion of your school assignments.
---
**Ticket 1: Internet Connectivity Issue**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I am unable to connect my laptop to the campus Wi-Fi network. The Wi-Fi shows that it is available, but when I try to connect, it keeps saying "Connection Failed."
**Devices:**
- Dell Laptop (Model: XPS 13)
- Router: [Campus Wi-Fi network name]
**What has been tried:** I have tried restarting my laptop, turning the Wi-Fi off and on, and forgetting the network and reconnecting. I also checked that my Wi-Fi is enabled on my laptop.
---
**Ticket 2: Printer Issues**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I tried to print a document from the library printers, but the printer is showing a "Paper Jam" error message. I have inspected the printer, but I cannot find any paper stuck in the feeder.
**Devices:**
- Printer: HP LaserJet M402
- Laptop (Model: Acer Aspire 5)
**What has been tried:** I have checked the paper tray for any loose paper, powered the printer off and back on, and also tried to select a different printer, but the same error pops up.
---
**Ticket 3: Lost Document Recovery**
**Submitted by:** [Student Name]
**Date:** [Insert Date]
**Problem:** I was working on a research paper on Google Docs, and my laptop crashed unexpectedly. When I reopened my document, it shows that the last saved version was from a few hours ago, and I lost a lot of work.
**Devices:**
- MacBook Pro (2018)
- Browser: Google Chrome
**What has been tried:** I attempted to refresh the page and check the "Revision History" in Google Docs, but it looks like there is no record beyond the last saved version. I have also restarted the browser.
---
### Ordered Tickets by Urgency
1. **Ticket 1: Internet Connectivity Issue** (Most Urgent)
2. **Ticket 2: Printer Issues**
3. **Ticket 3: Lost Document Recovery** (Least Urgent)
---
### Solution for Ticket 1: Internet Connectivity Issue
To resolve your internet connectivity issue, please follow these steps:
1. **Check Wi-Fi Settings:** Ensure that your laptop's Wi-Fi is turned on. You can typically find this option in the settings or by pressing the function key (Fn) associated with the Wi-Fi symbol on your keyboard.
2. **Restart Networking Components:** Sometimes, the problem may rest with the network itself. Begin by disconnecting and reconnecting your Wi-Fi connection from your laptop by going to Settings > Network & Internet > Wi-Fi, then toggle the Wi-Fi off and on again.
3. **Update Network Drivers:** Outdated or corrupted network drivers can lead to connection problems. Open 'Device Manager' on your laptop, find 'Network adapters,' right-click on your Wi-Fi adapter, and select 'Update driver.' Follow the prompts to check for updates online.
4. **Network Troubleshooter:** If the problem persists, try running the native Windows Troubleshooter. Right-click the Wi-Fi icon in the notification area, select 'Troubleshoot problems,' and let Windows identify and hopefully fix the issue.
5. **Verify Network Credentials:** Double-check that you're using the correct network password. If unsure, visit the library help desk to verify the current Wi-Fi credentials and make sure no one else is having similar problems.
These actions should help identify and resolve your connectivity issues. If you continue experiencing problems after trying these steps, please follow up with the help desk for more in-depth troubleshooting. Re-connecting to the internet is crucial not only for accessing resources but also for effective completion of your school assignments.