Submitting a Ticket & Accessing the DCS Knowledge Base
Summary: We will discuss certain processes including how to request I.T. support, how to access the I.T. Knowledge Base and FAQ, how to submit a New Service Request, how to submit a New Ticket, and more.
Article Read Time: 8 mins
Table of Contents...
Receiving Tech Support Overview
1.0 ... Submitting a New Ticket
2.0 ... Submitting a New Service Request
Knowledge Base & FAQ
1.0 ... Accessing the Knowledge Base
Receiving Tech Support Overview
A tech support request is referred to as a ticket. If you want to make a request to receive support, you have to submit a ticket.
Submitting a ticket is easy. However, there are several different ways to submit a ticket and you should always make your best effort to submit your ticket the right way.
For example, it is necessary that you know the difference between a New Service Request Ticket and your standard New Ticket. The biggest difference between the two is that with a standard New Ticket it is up to the requester to double-check their ticket submission request to ensure it has all the information required. However, with a New Service Request Ticket typically these tickets will tell you exactly what information the tech team needs to answer your questions.
Not only that but some New Service Request Tickets are programmed to run automatic tasks, such as creating a new student account. The best thing you can do to help IT is to familiarize yourself with the difference by visiting the tech support portal at https://support.dreamcityschools.org/.
Before you go to submit a ticket always check the pre-existing new service request tab to verify if there is a template that IT has created regarding your exact issue. Most common issues will have a new service request template made.
If you search for the new service request template you need for a couple of minutes, and you still can't find one that applies to your issue, you should now proceed to create a "blank" New Ticket.
1.0 ... Submitting a New Ticket
When submitting a blank new ticket it is up to you as the requester to include all the necessary details regarding your ticket. the best way to do this is to think about everything the IT team will need to proceed. Not only that, but you should aim to cut down as much potential confusion as possible. For example, instead of telling IT something vague like “one of my computer speakers isn't working”, it would be much better to clarify whether your right speaker is broken or if your left speaker is.
The link to the support portal is https://support.dreamcityschools.org.
However, you can also email support@dreamcityschools.org with your ticket information and we will also get back to you that way.
2.0 ... Submitting a New Service Request
To submit a new service request you will have to navigate to the online support catalog.
You can find the catalog by navigating to this link > Tech Support Catalog.
Once you're there, you will see a tab on the left-hand side of the screen. most of what you will need for school-related support will be found in the “I.T. Services” Tab.
From here. you will see many different "Cards". Each Card pertains to a type of request. Find the one that works for you and click it and follow where it takes you.
Knowledge Base & FAQ
Our Knowledge Base contains articles we have written specifically for you as a faculty member.
We are constantly updating our knowledge base and FAQ.
1.0 ... Accessing the Knowledge Base
To access the Knowledge Base and FAQ for Dream City Schools visit this link > Knowledge Base (Dream City Christian Schools)
Here you will find articles about common questions teachers have for tech support. we are also posting all Tech Tip Tuesday articles here.
Did this article not help or do you have an entirely different question? Submit a ticket here and we'll get back to you as soon as we can > https://support.dreamcityschools.org/support/home.