Differences

This shows you the differences between two versions of the page.

--- public:helpdesk [2025/07/22 16:57] – vesely
+++ public:helpdesk [2025/08/11 15:22] (current) – vesely-local
@@ Line 1: / Line 1: @@
 ====== Helpdesk at ICT ======
-Helpdesk system link is https://helpdesk.cs.cas.cz/
+We use a helpdesk system to simplify the processing of support requests.
+Each request is assigned a unique ticket number, which you can use to track the progress of the request.
+Requests can be sent to the email address **helpdesk (at) cs.cas.cz**
+Helpdesk system link is [[https://helpdesk.cs.cas.cz/|https://helpdesk.cs.cas.cz/]]
+===== How to report problem =====
+It is important that the individual reports the problem or situation in a descriptive way, gives useful details, mentions the observed circumstances and invests at least some effort to the basic troubleshooting.
+Well reported and documented issue may greatly shorten the overal time of the processing.
+==== Email ====
+=== How to report a problem with the delivery or with the email service in general ===
+Please try to find and report as many details as possible by the following hints:
+  * **What is the problem? **//E.g. missing message, undeliverable message, sending message, login to the mailbox, dealing with quarantine problem…//
+  * **Where is the problem? **//Which account/mailbox, which e-mail client, which message, which link…//
+  * **What remains functional?**  Is the remaining functionality intact? //E.g. Is there a problem with the specific message/task or with the others too etc.?//
+  * **Did you try a basic troubleshooting to fix it? **//Did you restart email program, logout/logon to the webmail, did you tried another client, network connectivity, etc.?//
+  * **When the problem occured? **//The time perspective of the problem. What was the last time it worked? What is the time of the last unsuccessful attempt etc.?//
+=== Lost message, undeliverable message or the other problems with them ===
+Specifically for the lost messages or undeliveries, collect at least these facts:
+  - **Date and time**
+  - **Sender's address**
+  - **Subject**
+  - Has the sender received any error message? Screenshot or copy of it.
+=== Messages filtered to spam ===
+  * **Source**  of the message (**header**  part of the message which contains all the delivery details)
+== How to get source of the message (including headers) ==
+//Copy-paste the header part as a plain text to the email sent to helpdesk//
+  * in Thunderbird \\ Select message, use shortcut Ctrl+U
+  * in Outlook \\ [TBD]
+  * in Gmail webmail
+      * From a browser, open Gmail.
+      * Open the email you want to check the headers for.
+      * Next to Reply , click More. Show original. In a new window, the full header shows.
+      * Click Copy to clipboard.