Support is your school’s own list of problems and requests that need sorting out, such as a broken projector, a leaking roof or a parent’s complaint. You log each one as a ticket, move it along as it’s being dealt with, and note how it was fixed.
- Where System → Support
- Who can use it Anyone whose role includes Support.
Log a new ticket
- Click New Ticket.
- Type a short Subject, for example Projector not working in Basic 6 A.
- Optionally add a Category (for example IT, Facilities or Academic), who it’s from under Raised By (for example Mrs Ama Mensah) and a Description of the problem.
- Leave Status on Open and click Save Ticket.
The ticket appears in the Tickets list with its category, who raised it, its status and the date.
Tip: Use the same category names every time. It makes it easy to see at a glance which area keeps having problems.
Update and close a ticket
- Click the pencil button on the ticket.
- Change Status as work goes on, for example to In Progress when a technician is booked.
- When it’s fixed, write what was done under Resolution Notes, set the status to Resolved and click Save Ticket.
Use the bin button to delete a ticket logged by mistake. You’ll be asked to confirm.
Statuses
| Status | Use it when |
|---|---|
| Open | The problem has been reported but nobody is working on it yet |
| In Progress | Someone is dealing with it |
| Resolved | It’s fixed |
| Closed | It’s finished with, whether fixed or not (for example a duplicate) |
The counters at the top show the total, how many are Open, In Progress and Resolved / Closed.
Looking for help with èLyn?
Tickets stay inside your school; nobody outside is told about them. For help using the app itself, click the Help & guides button at the top of the screen. It opens the guide for the screen you’re on, and you can search all the guides from there.
Good to know
- Saving a ticket doesn’t send any email or text. Tell the person responsible yourself, or use Communications.
- Raised By is just a name you type; it doesn’t need to be someone with a login.
- Tickets belong to your school only. Other schools on the same account can’t see them.
- For damaged equipment you track as assets, also update the item in Assets.