====== Technical Support Centre ======

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**System links**\\
[[http://gedimai.kvk.lt/|http://gedimai.kvk.lt/]]\\
[[https://kvkedu.sharepoint.com/sites/gedimusistema|https://kvkedu.sharepoint.com/sites/gedimusistema]]
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===== What it is =====

Klaipėda State University of Applied Sciences operates the **Technical Support Centre**.

It is an online system for **registering a problem or a work request**. It can be used by college staff and other users who have a college account.

Two types of requests can be submitted:

  * an **IT request** – when a computer, application, information system, access or similar does not work;
  * an **infrastructure request** – when the issue relates to a building, room, furniture, doors, windows, outdoor area or similar.

The system was previously known as the **IT Incident Reporting System**. The current name is the **Technical Support Centre**.

===== Who this guide is for =====

This guide helps you:

  * open the system;
  * choose the correct request type;
  * fill in and submit a form;
  * add more information if you are asked to;
  * view your requests and their status;
  * understand which emails you will receive.

No technical knowledge is required. Follow the steps in order.

===== How to open the system =====

  - Open a web browser.
  - In the address bar, enter one of these links and press **Enter**:
    * [[http://gedimai.kvk.lt/|http://gedimai.kvk.lt/]]
    * [[https://kvkedu.sharepoint.com/sites/gedimusistema|https://kvkedu.sharepoint.com/sites/gedimusistema]]
  - If you are asked to sign in, use your **college Microsoft 365 account** (work email and password).

Both links open the same system. After signing in, you should see the **Technical Support Centre** home screen.

===== What you see on the home screen =====

The home screen usually shows **four tiles**:

  * **Infrastructure request** – to register a new infrastructure problem or work request
  * **IT request** – to register a new IT problem
  * **My registered requests (Infrastructure)** – to view your earlier infrastructure requests
  * **My registered requests (IT)** – to view your earlier IT requests

At the bottom of the same screen, **ITC contacts by unit** are shown (SVMF, TF, VF).

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{{:kt_sis:01_visas_main_page.png?550}}

//System home screen//
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===== Which request type to choose =====

Before you click a tile, decide which group your situation belongs to.

==== Infrastructure request ====

Choose this tile if the issue relates to a building, room or facilities. For example:

  * a door, lock or window does not work;
  * furniture needs to be moved;
  * there is a facilities problem in a room;
  * another issue related to a building, room or outdoor area.

==== IT request ====

Choose this tile if the issue relates to computer equipment or information systems. For example:

  * a computer will not start or freezes;
  * a monitor, printer, projector, mouse or keyboard does not work;
  * an application does not work or shows an error;
  * there is a problem with Moodle, Microsoft 365, email or another IT system;
  * you need help with access or an account.

===== How to submit a new request =====

==== Step 1. Open the system ====

Open the system using one of the links (see **How to open the system**) and sign in if asked.

==== Step 2. Choose the request type ====

On the home screen, click one of the tiles:

  * **Infrastructure request**
  * **IT request**

The request form will open.

==== Step 3. Fill in the form ====

**Important:**

  * Fields marked with an asterisk (*) are **required**.
  * Write clearly and specifically.
  * The more detail you provide, the faster help can be given.
  * In **Attachments**, upload photos of error messages or the visible problem.

=== Infrastructure request form ===

  * **Object*** – the building (object) where the problem is or where work is needed.
  * **Location*** – office, classroom or other exact place (for example ''Room 101'').
  * **Mobile phone number** – optional, but useful for contact.
  * **Subject*** – a short title (for example ''Office door will not close'').
  * **Description*** – what is wrong or what work is needed.
  * **Preferred completion date*** – the date by which you would like it resolved.
  * **Attachments** – photos or other files (recommended).

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{{:kt_sis:02_infrastrukturos_uzklausa_1.png?480}}
{{:kt_sis:02_infrastrukturos_uzklausa_2.png?480}}

//Infrastructure request form//
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=== IT request form ===

  * **Location*** – office or classroom. If the problem is with a system (for example Moodle or Microsoft 365), you may enter ''None''.
  * **Faculty or unit*** – the faculty or unit related to the problem.
  * **Mobile phone number** – optional, but recommended.
  * **Subject*** – briefly what does not work (for example ''Printer in room 205 does not work'').
  * **Description*** – what does not work, what you see on screen, when it started and what you have already tried.
  * **Preferred completion date*** – the date by which you would like it resolved.
  * **Attachments** – a screenshot or other file (strongly recommended).

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{{:kt_sis:03_it_uzklausa_1.png?480}}
{{:kt_sis:03_it_uzklausa_2.png?480}}

//IT request form//
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=== How to describe the problem better ===

  * **Weaker:** ''The computer does not work.''
  * **Better:** ''In room 205 the desktop computer will not start. The power light is on, but there is no image on the monitor. Noticed today at 9:00.''

How to take a screenshot (Microsoft guide): [[https://support.microsoft.com/en-us/office/copy-the-window-or-screen-contents-98c41969-51e5-45e1-be36-fb9381b32bb7|copy the window or screen contents]].

==== Step 4. Submit the request ====

  - Check that all required fields (*) are filled in.
  - Click **Submit** at the bottom of the form.

**Note.** Your name and email address are usually filled in automatically from the signed-in account.

==== Step 5. Email confirmation ====

After a successful submission, you should receive a confirmation email in your **college email**.

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{{:kt_sis:patvirtinantis_laiskas.png?450}}

//Confirmation email//
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===== How to add information to a request =====

If more details are needed to resolve your request, you will receive an **email** asking you to add information.

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{{:kt_sis:pritruko_informacijos_laiskas.png?450}}

//Email asking for more information//
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**Do the following:**

  - Open the email you received.
  - Click the link or button **here** in the email (or another link to the request).
  - In the **Description** field, enter the missing information.
  - Add attachments if needed.

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{{:kt_sis:uzklausos_informacijos_papildymas.png?550}}

//Adding information to a request//
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After you successfully add information, you will usually receive a confirmation email.

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{{:kt_sis:laiskas_po_informacijos_papildymo.png?450}}

//Email after information was added//
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===== How to view your requests =====

  - Open the system home screen.
  - Click **My registered requests (Infrastructure)** or **My registered requests (IT)**.

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{{:kt_sis:04_mano_uzregistruotos_uzklausos_infrastrukturos_.png?550}}
{{:kt_sis:05_mano_uzregistruotos_uzklausos_it_.png?550}}

//My registered requests//
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===== What request statuses mean =====

  * **New** – the request has been received; it is being handled or is in the queue.
  * **Waiting for information** – your additional information is needed.
  * **Completed** – the work is marked as finished.

When the problem is resolved, you will usually receive an email with a **comment about the solution**.

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{{:kt_sis:issprestos_gedimo_uzklausos_laiskas.png?450}}

//Email about a resolved request//
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===== Contacts =====

In urgent cases, use the **ITC contacts** shown at the bottom of the home screen by unit (SVMF, TF, VF).

College contacts online: [[https://www.kvk.lt/en/contacts/|www.kvk.lt/en/contacts]]  
ITC unit: [[https://www.kvk.lt/en/contact/inormation-technology-center/|Information Technology Centre]]

Even if you call, it is still **recommended to register the request in the system** so there is a clear record of the report.