Helpdesk at ICT
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/
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
Copy-paste the header part as a plain text to the email sent to helpdesk